Customer Service Manager

Job Description Summary

Responsible for timely and satisfactory resolution of concerns covering a wide variety of support as the single point of contact to the customer in Libya.

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering.

Responsible for departmental operations planning/execution focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results.

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area.
• Responsible for adherence to contract service, operations, and performance specifications, as well as financial & technical metrics specific to contract.
• Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer •
• Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• Drives extra work ideas and is responsible to partner with ITO team to increase pipeline for their assigned site and create win-win opportunities for their customer.
• Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles.
• Uses technical experience and analytical thinking.
• Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
• A job at this level requires direct people management responsibility including staffing and performance development.
• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

• Bachelor's degree in engineering from an accredited university
• Minimum 7 years of experience in Power or Oil & Gas industries
• Minimum of 3 years of advanced experience as customer management
• Fluent in English & Arabic

• Strong oral and written communication skills.
• Strong interpersonal and leadership skills
• Demonstrated ability to analyze and resolve problems.
• Ability to document, plan, market, and execute programs.
• Established project management skills.