Director - Global Technical Services

Ebara Elliott Energy•Jeannette, PA

About The Position

The Director of Global Technical Services will provide leadership to the Global Manufacturing operation in their technical support efforts. This position provides technical support involving solutions to field equipment problems worldwide, working in collaboration with Regional Technical Service Managers. This includes failure analysis and detailed engineering studies on customer equipment worldwide; administers new apparatus warranty policy and expenditures worldwide; carries out global commercial decisions/settlements; evaluation of Ebara Elliott Energy equipment reliability; provide technical support to Project Engineering for new apparatus orders; issue recall notices for legacy equipment; provides technical training worldwide to Ebara Elliott Energy customer base and Ebara Elliott Energy personnel as requested. This role interfaces with all Ebara Elliott Energy Business departments as well as customer sites worldwide, promoting integration of support resources. The position provides Regional Managers with the required information for proper transition of new equipment orders dealing with the successful installation and start-up. The position interfaces with EETC personnel & equipment base to provide one integrated voice to the customer. The position requires a wide range of independent action and requires minimal support.

Requirements

BSME, Engineering/Science degrees or equivalent degree / experience
10 years engineering experience with turbomachinery equipment
5 year minimum Supervisory Management experience including profit/loss responsibility
Knowledge of accounting principles, procedures, and budgetary requirements
Broad engineering knowledge base on turbomachinery components, operation, design, auxiliary supporting systems, controls, structural analysis, materials used, repair technology
Capable of decision making and the recognition of the effects of decision on costs and expense control.
Proficient at coordinating technical and business activities of engineering group
Proficient at negotiating and resolving customer disputes
Ability to communicate with customers and consultants at all levels.
Effective supervision of individuals with different expertise skills and backgrounds.
Hiring, training, discipline, discharge, performance appraisal salary administration and development responsibility and authority.
Ability to set policies within department and resolve conflicts.
Ability to indirectly supervise others not under direct report.

Responsibilities

Provide leadership to the Global Manufacturing operation in their technical support efforts.
Provide technical support involving solutions to field equipment problems worldwide, working in collaboration with Regional Technical Service Managers.
Conduct failure analysis and detailed engineering studies on customer equipment worldwide.
Administer new apparatus warranty policy and expenditures worldwide.
Carry out global commercial decisions/settlements.
Evaluate Ebara Elliott Energy equipment reliability.
Provide technical support to Project Engineering for new apparatus orders.
Issue recall notices for legacy equipment.
Provide technical training worldwide to Ebara Elliott Energy customer base and Ebara Elliott Energy personnel as requested.
Interface with all Ebara Elliott Energy Business departments as well as customer sites worldwide, promoting integration of support resources.
Provide Regional Managers with the required information for proper transition of new equipment orders dealing with the successful installation and start-up.
Interface with EETC personnel & equipment base to provide one integrated voice to the customer.
Supervise, motivate, and direct day to day activities of Technical Service Engineering, Repair Technology Engineering, and Reliability Control Engineering to provide complete and prompt technical information for resolution of questions or troubles of either routine or emergency nature worldwide.
Provide backup support to Regional Technical Support Managers as requested to promote one voice.
Manage resource allocation, scheduling, and cost containment.
Provide direction and assistance in the professional growth of all department members through varied experience, opportunities, training and seminars.
Promote EETC & ETCI integration focusing primarily on Global Service activities.
Develop manpower to furnish technical support to field service / sales and customers regarding equipment problems and their resolution on Ebara Elliott Energy products worldwide.
Create and maintain close working relationships with all global Regional based service operations, sales departments, other engineering departments, customers and provide key contact in assisting in any possible way.
Maintain a responsive customer technical support organization.
Administer Ebara Elliott Energy warranty policy both conceptually and financially on Ebara Elliott Energy products worldwide to minimize out-of-pocket costs while satisfying company obligations to customers.
Collaborate with Rerate & Engineering Services & Modifications, and EPD, CP & IPD Product Engineering in the development of new products and the improvement of existing products from a service standpoint.
Prepare and assist in scheduling of experimental programs for the development of field modifications to existing equipment.
Sponsor & Coordinate Global Service R&D Projects through gated process.
Serve as a focal point for field or customers to report equipment troubles on Ebara Elliott Energy designed equipment worldwide.
Collaborate with Regional Service Engineering, Product Engineering, Service Parts, Purchasing and Service shops to insure prompt, effective problem-solving of reported field troubles, through engineering analysis and determination of root cause for failures on major equipment.
Report outs done through representation at EPD, CP & IPD Problem Prevention Team Meetings.
Develop, sponsor and / or present programs for training.
Manage business development and daily operation of Technical Services Department in coordination with Regional Technical Service assets.
Assist in preparation and control of departmental expense budget and manpower requirements including promotions, transfers, pay increases and disciplinary actions.
Approve expense reports, overtime, and foreign duty and hardship bonuses.
Maintain a working atmosphere conducive to motivated work ethics, positive productivity, personnel self-satisfaction and growth.
Resolve major conflicts between customers and Ebara Elliott Energy regarding warranty and other claim issues.
Provide technical assistance to legal staff on litigation matters and represent company technically and commercially in troublesome service, sale or contract related circumstances.
Pursue, assign, and assist with engineering studies, failure analysis, testing, troubleshooting, life assessment etc. for customers on paid consulting basis.
Represent Ebara Elliott Energy at all times as a professional and ethical organization.
Develop and sustain a Safety Culture within the Department, including the Regional Office resources.