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About the Role You will be responsible for leading After-Sales Customer Support, Local Value-Added Services, and Operational Excellence initiatives for the company's Isolation Valves business across the Middle East and Africa. This role focuses on strengthening customer satisfaction, driving aftermarket growth, enhancing regional service capabilities, and delivering operational improvements through collaboration with Sales, PMO, Lifecycle Services, factory teams, and external partners. In This Role, Your Responsibilities Will Be: After-Sales Support - Lead the regional customer support process for technical inquiries, customer complaints, warranty issues, and field support requirements. - Establish ownership and governance processes for customer complaints, technical support requests, and field issues. - Coordinate, prioritize, track, and ensure timely closure of customer complaints while maintaining proactive customer communication. - Lead Root Cause Analysis (RCA) activities and drive corrective and preventive actions for recurring issues. - Provide technical guidance to Lifecycle Services and service teams for warranty and non-warranty support activities. - Manage warranty cases, including material replacement, repair costs, trend analysis, and corrective actions. - Monitor customer care KPIs, issue resolution performance, and escalation management. - Develop customer support processes, response protocols, and technical knowledge resources to improve regional responsiveness. - Drive customer satisfaction through proactive and solution-oriented technical support. Sales Support & Customer Engagement - Partner with Sales and Application teams to identify installed-base opportunities and generate aftermarket demand. - Conduct customer site walkdowns and installed-base assessments to identify replacement, upgrade, automation, and service opportunities. - Support business growth through competitive displacement, obsolescence management, modernization, and lifecycle service initiatives. - Translate customer requirements into technically and commercially viable solutions. - Develop and deliver product, service, and maintenance training programs for internal and external customers. - Establish structured onboarding and technical training programs for Service Engineers, Customer Care, PMO, Sales, and other relevant stakeholders. - Support customer meetings, technical presentations, and field engagements as required. Local Value-Added Services - Lead local valve integration, testing, installation, and commissioning support activities in collaboration with the Lifecycle Services team. - Develop standardized procedures and technical requirements for local integration and testing activities. - Establish quality standards and testing requirements for locally executed services. Continuous Improvement & Operational Excellence - Lead Continuous Improvement and Operational Excellence initiatives across the region. - Drive improvements in safety, productivity, operational efficiency, and service performance. - Conduct lessons-learned reviews and ensure field experience is translated into sustainable improvements. - Provide regular performance updates and improvement plans to regional and global leadership teams. Safety, HSE & Compliance - Ensure all service, testing, installation, commissioning, and support activities comply with the company's safety and HSE requirements. - Promote a strong safety-first culture across employees, contractors, partners, and customers. - Ensure compliance with the company's procedures, customer requirements, industry standards, and regulatory obligations. - Maintain accurate documentation, records, and compliance controls for regional service activities. Who You Are - You place customers at the center of decision-making and strive to exceed expectations. - You communicate effectively and build strong relationships across functions and organizational levels. - You apply sound technical expertise to solve complex customer and operational challenges. - You drive continuous improvement and operational excellence through collaboration and innovation. - You make timely, quality decisions and maintain a strong focus on results. - You adapt effectively to changing business priorities while maintaining high service standards. For This Role, You Will Need - Degree or Diploma in Engineering or a related technical discipline. - Minimum 10 years of progressive experience in valve, actuators, and automation industries with responsibilities in operations, engineering, or after-sales support. - GCC experience supporting major customers within the region. - Strong knowledge of valve automation, after-sales support, maintenance, troubleshooting, and lifecycle services. - Excellent communication, interpersonal, and customer relationship management skills. - Ability to work effectively across matrix organizations and global teams. Preferred Qualifications That Set You Apart - A degree in Mechanical or Instrumentation Engineering is preferred. - Experience leading regional customer support or lifecycle services functions. - Strong understanding of warranty management, root cause analysis, and continuous improvement methodologies. - Experience with valve integration, testing, commissioning, and field service activities. - Proven ability to develop technical training programs and mentor technical teams. - Demonstrated success in driving customer satisfaction and aftermarket business growth. Our Culture & Commitment to You! At the company, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives because we know that great ideas come from great teams. Our dedication to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results. We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family's physical, mental, financial, and social needs. We provide medical insurance plans, an Employee Assistance Program, tuition reimbursement, employee resource groups, recognition programs, and much more. Our culture prioritizes work-life balance and offers flexible time-off plans, including paid parental leave (maternal and paternal), vacation, and holiday leave. Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship, coaching, project management, and on-the-job training.
