Position: Service Manager
Report to: Services Manager Team Leader, UOP China
Join a team recognized for leadership, innovation and diversity.
UOP LLC, headquartered in Des Plaines, Illinois, USA, is a leading international supplier and licensor of process technology, catalysts, adsorbents, process plants, and consulting services to the petroleum refining, petrochemical, renewables, and gas processing industries. UOP is a wholly-owned subsidiary of Honeywell International, Inc. and is part of Honeywell's Performance Materials and Technologies strategic business group.
UOP China is hiring a Service Manager with accountability in the Refining, Petrochemical, Natural Gas and Renewables industry. This position will preferably be based in Zhangjiagang, China .
This position will not have subordinate but need to take ownership to manage resources to solve technical issues for UOP account units. The Service Manager will be accountable for all aspects of Service provision to customers though implementation of the Service Vision for customers and drive to financial targets within assigned accounts. The Service Manager will work follow AOP and KPI targets with compliance to Honeywell policy and work processes. Candidates must have a good working knowledge of UOP(or similar) and technologies and experience with customer account management within the oil and gas industry.
Position Responsibilities:
- Working closely with the Customer Success Organization (CSO), ensure consistent and effective service delivery practices
- Executing all obligations of retainer for assigned accounts units -based Service Agreements with region customers
- Advocate for customers in all aspects of technology delivery and maintenance. Take ownership for regional services in this respect, lead by example, and support the Service Manager Team to do the same
- Support identification of incremental service opportunities with Service Agreement, and non-Service Agreement, customers and work with respective Account Managers to generate demand and propose service engagements
- Maintain practices to sustain and make accessible technical operating knowledge for the company
- In partnership with respective Account Managers, ensure best in class technology service delivery to our clients through generation and maintenance of customer account plans
- Assist the leader to drive problem resolution activities in region to identify & quickly resolve issues that prevent our technology from meeting performance standards established at the time of sale.
- Support development of service forecasts (inspection support, catalyst loading, service training, regeneration, startup support, etc.) from any pertinent accounts 36 months into the future.
- Support Business and Technology functions by providing market and competitor intelligence, where appropriate.
- Lead the digital transformation of the Service Business in region by implementing strategies and process to deploy Connected Service.
- Complete assignments from department manager.
- Travel as much as 60% to support Team and visit customer sites as appropriate.
Qualifications
- Bachelor’s Degree in Chemical Engineering, advanced technical degrees a plus
- 5+ years’ experience in the refining and petrochemicals industries
- 5+ years of UOP Service or equivalent industry (non-UOP) process operations or technical service experience.
- Extensive experience of refinery operations and/or support either with UOP or Refiner providing a good all-round knowledge of refining technologies, their equipment and operations
- Significant experience in a technical support or operations role in one or more of the major refining technology areas
- The position requires a moderate level of travel (60%) and associated personal flexibility.
We Value:
- Strong verbal and written communication skills are required to manage extensive internal and external customer contact that the position demands.
- Ability to work well independently and in a team environment.
- Experience working in a highly matrixed organization
- Able to effectively leverage and energize a multi-functional weak matrix team to meet result
- Strong interpersonal skills
- Capable of balancing short term results with long term strategy
- Demonstrated experience in conflict management
- Customer-focused mindset with proven ability to respond quickly to customer needs
- Ability to handle multiple tasks concurrently and adjust to changing priorities.
- Ability to drive performance culture.
- Ability to anticipate future trends, grab new opportunities and lead to transform quickly.
- Resilience and agility when necessary to achieve a goal.
- Integrative risk taking to make shape decision despite conflict or uncertainty.
- Motivation and passion to expand technical knowledge in UOP technology and result driven working manner.
- Good computer software skills (Word, Excel, PowerPoint)
