Career

Responsibility:

The role is an essential part of Technical support to Sales department during the proposal phase, and the project and service department during the project execution, where it is essential to support our customer during the after sale services and warranty period, this department will be driving growth across the Global Sales & Operations team for booming both spare parts and services sales. The role provides accurate and timely technical support during the entire orders cycle to ensure key corporate objectives are met. The role develops, operates and maintains technical processes and recording of date that will meet the needs of the organization as it grows toward providing a technical support solution and reduce the dependency on other service provider. Eventually the senior technical Manager should have the capability to internal support all requirement for all product and services that the company sells.

Authority:

Responsible for directing the activities of the company technical department. Manages direct report employees and ensures all assigned tasks for his department and direct reports are reached as per the company strategies goals.

MAIN RESPONSIBILITIES:

1. Communicate with customers to understand their turbomachinery related equipment service needs and requirements and support on all technical issue and warrant fulfillments
2. Establish, organize and manage the Company’s technical support and Workshop Service requirements and its operations to ensure the equipment, processes and people are assigned in place for optimal service capability to support Customers Service requirements.
3. Be the direct contact with the customer in regards to any after hand over technical issue, and technical meeting during project or sales phase.
4. Support the project and service management, sales, and procurement department for any technical clarifications
5. Manage any future planning and expansion of the service organization to support future technical service business growth and additional capability requirements.
6. Provide training to workshop employees in all areas of the turbomachinery related equipment service business and interview and select new employees as required and monitor their relocation, mobilization and demobilization needs and its procedure.
7. Support, define and implement field plans and objectives for Technical Service repairs, reporting and training.
8. Responsible for managing the selection and development of people, resources, and budgets necessary to perform the functions of the department.
9. Create, edit and implement company policies pertaining to the department.
10. Assign duties and work direction to department personnel.
11. Review and sign off on all deviations, engineering change notices as applicable per the approval/notification requirement.
12. Create product technical updates for systems that are returned for repair.
13. Manage return authorizations and return authorization process.
14. Determine if investigations should be initiated by utilizing the failure description received from the customer at the time of product/systems failure.
15. Provide technical suggestions regarding modifications to documentation, product/systems performance and failure analysis.
16. Responsible for ensuring the accuracy and completeness of all repair orders and return authorizations.
17. Ensure product/system repair and technical support knowledge is transferred to the Technical Service team.
18. Study and standardize procedures to improve efficiency of Technical Services team.
19. Properly document, label, and return all defective parts resulting from repair
20. Make technical recommendations to maintenance technicians and/or plant operators.
21. Comply with all safety policies, practices and procedures at all times. Develop and maintain safe habits and practices with regard to safety requirements on site and in the plant facility and report any breaches or concerns on health and safety matters to the Director of Service.
22. Ensure all materials, tools and equipment provided to you, are kept safe, and secure.
23. Ensure all are calibrated in good working order to the Company.
24. Assist in manufacturing or engineering with customer projects, as well as unit refurbishment or replacement at the customer site or the Company/Suppliers’ manufacturing & engineering facility.
25. Assist the parts department with recommended spare parts and wear parts to existing and new customers.
26. Manage all company tools and instrumentation, calibration equipment asset and keep them in order and update all associated records
27. Evaluate and revaluate all direct engineer, technical consultant and support the project/Service management department on the field service engineers evaluation, and fill the related forms: ADM/P03/F12
28. Review and fill and related technical procedure for all field: Civil, Electrical, Mechanical, and revise if needed and procedure needed provided its presented to the operation department for review, approval and record keeping updates: ENGC.P01, ENG-E.P01, ENGM.P01, ENG-MEI-P01 all forms,On-site practical job:
29. Installation- technical consultation and installation assistance to on-site personnel or contractor.
30. Startup- Customer pre-consultation, site readiness preparation, startup monitoring, assist and train.
31. Equipment Maintenance –perform routine maintenance on equipment.
32. Repairs – repairing machines and systems, including rebuilds.
33. Troubleshooting – determine causes of operating errors and taking action to remedy the problem.
34. Equipment selection-determining correct tools and equipment required to perform the job.
35. Record Activity – complete service reports, record repairs, warranty and maintenance performed.
36. Organizing all technical drawings including customer ones received during tendering phase regardless if the company won or lost the project and apply document control procedure for future use.

Qualification Requirements

 
Education
Associate’s degree in a technical field or equivalent is preferred, minimum Ten (10) years’ experience in a related field or an equivalent combination of education and experience.

Knowledge, skills and abilities

1. Analytical skills to be able to understand and interpret complex technical specifications, drawings and documents and formulate plans from them.
2. Written communication to be able to write reports and complete paperwork/administration.
3. Numeracy skills, to enable scaling of drawings, checking measurements/angles and doing calculations.
4. Verbal communication skills to enable effective communication all levels, and able to develop good relationships with clients/client representatives.
5. Knowledge and understanding of all the trades required on site, the codes of practice relating to them and the requirements for them.
6. Understanding of all health and safety proposal and able to apply health and safety and security requirements.
7. Commercial approach, identifies cost savings, understands budget issues.
8. With people management skills, to be able to instruct staff, deal with difficult staffing situations and maintain a productive, happy but disciplined working environment.
9. Pro-active good at planning ahead as far as possible as the project progresses, checking back to plans/programs regularly.
10. Strong sense of achievement; able to drive projects forward, expects good standards of work, tenacious, and able to overcome barriers/ solve problems.
11. Proficiency in Primavera’s and MS Project (Gantt charts), as well as MS Office Suite.

 
Experience

Minimum 10 years’ experience in field services, operation & maintenance of turbomachinery industry in Energy, Oil & Gas sector.

Responsibility:

The role is an essential part of Services and project team in driving growth across the Global Sales & Operations team for both spare parts and services. The role provides accurate and timely service/parts projects delivery during the entire orders cycle to ensure key corporate objectives are met. The role develops, operates and maintains order processes and procedures that will meet the needs of the organization. In addition, he/she will be responsible for Service Delivery, Planning/Coordinating of Field Services team for planned outages, troubleshooting, and technical assistance. In addition, he/she will be responsible for managing the processes and systems to ensure customer satisfaction is achieved

Authority:

Responsible for directing the activities of the company services and project department. Manages direct report employees and ensures all assigned tasks for his department and direct reports are reached as per the company strategies goals.

MAIN RESPONSIBILITIES

1. Management of project budgeting process (– be it coordinating with Joint Ventures or internal management.
2. Manage and coordinate effective cost control systems and reporting to EO.
3. Manage and report on progress in relation to Capital Projects Approval and spending including managing department budget
4. Manage documentation and records to support all transactions and operations with coordination with the technical and operation departments
5. Coordinate and provide the necessary information and reporting to the Financiers under the relevant Finance Facility when and where due.
6. Provide timely and accurate reporting and analysis in relation to internal business, and customers
7. Ensure the completion and submission of Statutory, Government and Industry requested statistical data.
8. Ensure the provision of administrative support and services for the organization.
9. Provide advice on how to optimize the business.
10. Review and approve orders to supplier/subcontractors using company CRM/forms ADM.P02.F01/F02 from the appropriate entity.
11. Issue order acceptance/acknowledgment either by using TCCS form ADM.P02.F033 or customer forms and saved them in the appropriate project folder/CRM.
12. Check all purchased parts are within quality and engineering compliance and issue a certificate of warranty and conformity based on back to back with supplier/manufacturer ADM.P02.F043
13. Issue packing slips based on the CRM tools ADM.P02.F07, or in case needed for partial shipping or service project issue a manual packing slip/shipping invoices ADM.P02.F05/F063and get the delivery note signed and saved fin project records ADM.P02.F08
14. Create a project folder/account in the CRM and record all expenses, invoices, documents in the project and to allow a live date tracking for all project expenses/invoices, profit/loss…etc , in case needed you can use the manual tool ADM.P02.F099
15. Manage the control of none conformance by applying the correct action plan to improve company quality and services for future projects MGT.P06.F01
16. Support of lead generation campaigns. This activity includes the management of 3rd party providers, follow up activity aligned with the sales function, evaluation of campaign effectiveness and reporting.
17. Ownership of the win/loss process. Management of internal and external win/loss reviews. Production of customer win/loss reports.
18. Co-ordination of cross-functional feedback and recommendations for change.
19. Management of Account and Strategic Account Plans. To work with the sales teams and cross-functional areas to produce the plans. To ensure that the Plans are up to date with the latest commercial inputs.Project Operational Duties:
20. On-site technical and operational support in the design, development, installation and maintenance of rotating equipment and systems of power sector by coordinating the support of the technical department
21. Develops and submits reports covering all job activities to customers.
22. Guides the maintenance of tools, test equipment, calibration items, etc to TCCS team during assignments and coordinate with other functions and department to provide full support to operations team assigned.
23. Develop the planning and estimating of labor categories, rates, material costs, transportation expenses and per diem rates to complete proposals.
24. Review of task plans, drawings, and installation schematics and provides continual guidance throughout task duration.
25. Define project scope, goals and deliverables that support collaboration partners internationally.
26. Develop full-scale project plans and associated communications documents.
27. Estimate the resources and participants needed to achieve project goals.
28. Draft and submit project budget proposals, and recommend subsequent budget changes where necessary.
29. Where required, negotiate with other department managers for the acquisition of required personnel from within the company; (i.e the use of in house engineers from the technical department)
30. Determine and assess need for additional staff and/or consultants and make the appropriate recruitments if necessary during project cycle.
31. Identify and resolve issues and conflicts within the project team.
32. Create, edit and implement company policies pertaining to the department and propose to the operation department for drafting and necessary approvals.
33. Assign duties and work direction to department personnel.
34. Review and sign off on all deviations, engineering change notices as applicable per the approval/notification requirement for service and solutions projects
35. Manage and establish field service spare parts list, training and support to sales and technical teams.
36. Use all dedicated process flow, templates, forms. Procedure as per company quality plan including: STD/P01 (all forms)
37. Monitor work procedures, work schedules, and expedites workflow.
38. Monitor service calls to observe employee’s manner, technical accuracy, and conformity to company policies.
39. Responsible for installation expertise, calibrating, configuring, testing, maintaining, evaluating and troubleshooting, pre-commissioning, commissioning and repair as necessary.
40. Comply with all safety policies, practices and procedures at all times. Develop and maintain safe habits and practices with regard to safety requirements on site and in the plant facility and report any breaches or concerns on health and safety matters to the EO.
41. Identify and manage project dependencies and critical path.
42. Plan and schedule project timelines and milestones using appropriate tools.
43. Track project milestones and deliverables.
44. Develop and deliver progress reports, proposals, requirements documentation, etc.
45. Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
46. Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
47. Define project success criteria and disseminate them to involved parties throughout project life cycle.
48. Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.
49. Build, develop, and grow any business relationships vital to the success of the project.Service Assignment Responsibilities:
50. Managing all technical service engineers and service administrators.
51. Responsible for the management of processes and systems to exceed the client’s expectations.
52. Monitor customer satisfaction with a sales team coordination.
53. Use best business practice to improve efficiency, reduce operating costs while increasing productivity.
54. Strategic planning and running day-to-day operations of the service delivery function.
55. Report status to the Operations, Sales and EO team, including call out analysis.
56. Responsible for the services management on 24/7 365 ‘On-Call’ emergency response function.
57. Overseeing the field services engineers job planning process and monitoring field services’ workload
58. Overseeing, and review technical reports before final submission to the client: STD/P01/F20
59. Monitoring service standards and implementing quality-control programs to ensure highest standards.
60. Ensuring that all jobs processes are accurate through to completion.
61. Liaising with other departments, e.g. Projects, HR, Operations, and Finance.
62. Working with the management team to implement the company’s policies and goals.
63. Identifying and reporting of process/procedure issues and suggesting development ideas.
64. Ensuring that health and safety guidelines are strictly followed.
65. Responding appropriately to emergencies, urgent issues or customer complaints as they arise.
66. Communicating courteously with customers by telephone, email, letter and face to face, etc.
67. Reviewing engineers’ performance, setting and monitoring KPI’s, dealing with discipline issues.
68. Planning for future development in line with strategic business objectives
69. Analyze statistics or other data to determine the level of customer service the organization is providing
70. Learning about the company’s services and keeping up to date with changes.
71. Preparing and communicating reports to top Managemen

Qualification Requirements

 
Education
Bachelors Degree and 10+ years of project management and field services/operational leadership

Knowledge, skills and abilities
The following attributes are desirable for job success; exceptional communication and organizational skills; detailed oriented and accurate especially with numbers; customer service experience; able to work under pressure; self-motivated and self-directed; ability to assert oneself; exemplary time management skills; ability to work with staff in solving problems and ability to take directions and functions as part of a team.

Personal characteristics

1. Demonstrating a high level of technical competency, knowledge and understanding of operations service delivery, service development, government policy, legislative frameworks and key issues across more than one discipline / functional area of service provision.
2. Management experience of managing one or more of the specified functional areas, to contribute to the effective management of the Division.
3. Knowledge and understanding of key performance indicators, sufficient to carry out the duties of the post and experience of performance management, producing business and operation service improvement plans and reviewing and developing risk registers and service continuity plans.
4. Experience of change management and service transformation arising from managing a range of disciplines with a varied workload and the ability to plan, organize and priorities workloads to satisfy performance targets and deliver value for money services.
5. Ability and experience demonstrated by example of planning and managing resources to deliver efficient and effective operation services including the control of budgets.
6. Experience of successfully managing a range of projects with internal and external stakeholders/partnerships and representing the division at committees, working parties, public inquiries, legal proceedings, and other external meetings and the ability to demonstrate a high standard of communication and presentation skills.
7. Experience of carrying out research, benchmarking and consultations with internal and external contacts and using the information obtained to improve operations service delivery.

 
Experience
Experience: 8-10 years’ experience in Global Services and Project management especially in Energy, Oil & Gas sector.

Responsibilities:
The Senior Operation Manager shall perform/monitor the company operational stated below management descriptions.

Authority:
Responsible for directing the activities of the company operations. Manages direct report employees and ensures all assigned tasks for his department and direct reports are reached as per the company strategies goals.

MAIN RESPONSIBILITIES:

1. Participate with the Executive officer (EO) in developing a vision and strategic plan to guide the organization operations.
2. Identify, assess, and inform the EO of internal and external issues that affect the organization.
3. Act as a professional advisor to the EO on all aspects of the organization’s operational activities.
4. Foster effective teamwork between the EO and his/her direct report staff as well as all company staff through the HR Manager.
5. Assign dedicated budget for each department, and manage budget assignment for each project, and once the approval of the budget is granted from the EO, the manager of each department should be the one to seek approval for any expenses fall under his/her dedicated budget.
6. Administer the funds of the organization according to the approved budget and monitor the monthly cash flow of the organization.
7. Provide the EO/Board with comprehensive, regular reports on the revenues and expenditure of the organization.
8. Ensure that the organization complies with all legislation covering taxation and withholding payments.
9. Work with finance staff and the EO (i.e Finance Committee if applicable) to prepare a comprehensive budget, if necessary.
10. Approve expenditures within the authority delegated by the EO and or with in a dedicated budget of each department head.
11. Work with the EO to secure adequate funding for the operation of the organization.
12. Manage all company operations including the support for other department and be a key player to know every transaction related to the company operation that require actions with suppliers, customers in regards to financial matters, as well as support other departments in regards to human resources and facility’s supports.
13. Represent the organization at community activities to enhance the organization’s community profile.
14. Work with the EO to improve the strategic plan and associated processes, including budgeting and business expansions.
15. Work with the sales department jointly to agree on certain contribution margin that should have an effect on company annual operational cost annually and in special cases.
16. Work with the project management/services department to reduce projects direct costs, and draft out agreements with suppliers, consultants and agencies.
17. Oversee the planning, implementation, execution and evaluation of special projects and coordinate with the project management and services manager
18. Co-ordination of cross-functional feedback and recommendations for change.
19. Assist in reducing company operational and direct cost by working side by side with the sales department and project/service department to assist the company to stay competitive and to increase the increase each project
    contribution manager which eventually increase the company NET profit margin Operational planning and management
20. Develop an operational plan, which incorporates goals, and objectives that work towards the strategic direction of the organization and have it passed by the EO.
21. Ensure that the programs and services offered by the organization contribute to the organization’s mission and reflect the priorities of the EO.
22. Ensure that the operation of the organization meets the expectations of its clients, Board and Shareholders, and suppo rt on reflecting a good image of the Company to its Suppliers/service Providers
23. Monitor the day-to-day delivery of the operation and services of the organization to maintain or improve quality and processes as required. And use all company approved templates (Procedure and forms) (FIN/P01/XX)
24. Make sure only approved and monitored dedicated forms are use, archive the old one and recorded all data as per the procedure
25. Make sure all direct reports process flow and procedure are followed, record are kept up to date and only approved templates are used (never use old one and take the templates from the dedicated folder as the templates might be updated from time to time without notice): HR documents: (ADM/P03/XX, ADM/P04/XX, ADM/P05/XX, ADM/P06/XX) can be used by the Facility manager as well
26. Oversee the efficient and effective day-to-day operation of the organization and work closely with the EO assistant to implement all company processes, and make sure that they are all met to achieve company overall goals.
27. Draft policies and prepare procedures to implement the organizational policies for the approval of the EO to present to the Board, review existing policies on an annual basis and recommend changes to the EO/Board as appropriate.
28. Provide support to the Board by preparing meeting agenda and supporting materials.
29. Refresh the acknowledgment policy, Contracts, Quality manuals, Processes/Workflow on annual bases and have all Company staff to sign it.
30. Ensure that the organization complies with all legislation
31. Identify and evaluate the risks to the organization’s people (clients, staff, and management), property, finances, goodwill, and image and implement measures to control risks, and to report each risk to the associated department and the EO to implement actions
32. Ensure the organization carries appropriate and adequate operational insurance coverage.
33. Assign/Distribute tasks to its direct reports
34. Ensure that sound bookkeeping and accounting procedures are followed.
35. Administer the funds of the organization according to the approved budget and monitor the monthly cash flow of the organization.
36. Ensure that the organization complies with all legislation covering taxation and withholding payments. Human resources planning and management (to assign some tasks or to duplicate to the HR and monitor the activities)
37. Determine staffing requirements for organizational management and programs delivery.
38. Oversee the implementation of the human resources policies, procedures and practices including the development of job description for all staff.
39. Establish a positive, healthy and safe work environment in accordance with all appropriate legislation and regulations.
40. Recruit, interview and select staff that have the right technical and personal abilities to help further the organization’s mission with the coordination with the direct report potential manager
41. Ensure that all staff receives an orientation to the organization and that appropriate training is provided.
42. Implement a performance management process for all staff which includes monitoring the performance of staff on an on-going basis and conducting an annual performance review with a support of the direct report manager.
43. Coach and mentor staff as appropriate to improve performance.
44. Discipline staff when necessary using appropriate techniques; release staff when necessary using appropriate and legally defensible procedures.
45. Set proper training for all TCCS staff for the daily internal operational activities and special training dedicated for each department discussed with the head of each function.
46. Ensure that the Board and staff understand the terms, conditions and limitations of their scope

Qualification Requirements

Education
University degree in a related Operation/finance field

Knowledge, skills and abilities

1. Knowledge of leadership and management principles as they relate to private business organizations sector
2. Knowledge of all federal and provincial legislation applicable to private sector including employment standards, human rights, occupational health and safety, taxation, insurance etc…
3. Knowledge of human resources management
4. Knowledge of financial management
5. Knowledge of project management
6. Knowledge of General CRMs tools
7. Familiar with ISO 9001-2015.

Personal characteristics
The Senior Operation Manager should demonstrate competence in some or all of the following:

1. Adaptability: Demonstrate a willingness to be flexible, versatile and/or tolerant in a changing work environment while maintaining effectiveness and efficiency.
2. Behave Ethically: Understand ethical behaviour and business practices, and ensure that own behaviour and the behaviour of others is consistent with these standards and aligns with the values of the organization.
3. Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
4. Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
5. Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.
6. Focus on Client Needs: Anticipate, understand, and respond to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
7. Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
8. Lead: Positively influence others to achieve results that are in the best interest of the organization.
9. Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions, which are timely, and in the best interests of the organization.
10. Organize/Set priorities, develop a work schedule, and monitor progress towards goals, and track details, data, information and activities.
11. Plan: Determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results.
12. Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
13. Think Strategically: Assesses options and actions based on trends and conditions in the environment, and the vision and values of the organization.Experience
14. 10 or more years of progressive management/Finance experience in a private sector business organization.