The Lead Services Specialist manages customer contracts to ensure profitability and high levels of customer satisfaction. They act as a liaison between internal teams and customers while providing leadership and performance development for their team.
Job Description Summary
Provides pre and post contract support, including contract administration, terms & conditions, claims management, risk modeling, and contract estimating for tenders and project reviews. The role also supports departmental operations and executes professional activities with some autonomy within established policies for Oumache.
Job Description
Key Responsibilities
Responsible for the profitability and customer satisfaction for assigned contracts · Provide both service agreement, and time and material program management · Assist in sales campaigns for new contracts and proposals · Assure timely resolution of customer issues and customer satisfaction for assigned contracts · Interact with members of the customer service, parts & transactional services, field service, repair service and/or other teams · Function as liaison between internal organizations and customers for assigned contracts.
Includes direct people management responsibility including staffing and performance development. 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.
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.
Required Qualifications
Bachelors degree in Electrical, mechanical engineer or related field
Minimum 3 years of experience in customer contract management in the Electrical sector, or minimum 5 years as Resident Engineer with local clients
Fluency in French , English and Arabic
Travel frequency 30 %
Desired Characteristics
Highly collaborative with demonstrated capability for driving change
Demonstrated capability in leading through influence in a matrixed global organization
Demonstrated ability to analyze and resolve problems
Demonstrated ability to lead programs / projects
Experience interfacing with customers
Customer-focused with clear, concise written and oral communications to the appropriate level
Practical knowledge of LEAN/Six Sigma techniques including Hoshin Kanri
Humble, open, collaborative, and continuously learning
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