SSA Manager
About The Position
Baker Hughes is a global energy technology company serving customers in over 120 countries. Within our Waygate Radiography Systems business, we are delivering advanced Non‑Destructive Testing (NDT) solutions that ensure asset integrity and safety. Our service teams play a critical role in maximizing uptime, supporting customers, and driving long-term value through strategic service agreements. As an SSA Manager, you are owning and managing a portfolio of Supporting Service Agreements across North America. You are leading customer relationships, ensuring contract performance, and delivering services that maximize system uptime and customer value. You are coordinating cross-functional teams, managing financial performance, and driving service excellence across field services, parts, rentals, and repair operations. You are leveraging data, installed base insights, and industry expertise to improve customer outcomes while ensuring compliance with safety and regulatory standards.
Requirements
- Minimum 5 years of experience in field services, service delivery, or customer-facing roles.
- A bachelor’s degree in engineering (or an Associate degree with 10 years of relevant experience).
- Experience managing or supporting long-term service contracts or agreements.
- Strong customer relationship management and service delivery skills.
- Strong business acumen and commercial awareness.
- Demonstrated leadership skills with experience driving operational excellence and process improvements.
- Ability to work effectively in fast-paced, cross-functional environments.
- Strong verbal and written communication skills.
- Strong analytical thinking and problem-solving abilities.
- Ability to work independently and manage multiple priorities simultaneously.
- Current work authorization in the country of employment. The employer is unable to provide or continue work authorization sponsorship for this role.
Nice To Haves
- Experience with industrial radiography systems or NDT industry.
- 5–10 years of technical or service leadership experience.
- Knowledge of systems such as SAP, Salesforce, and Service Max.
Responsibilities
- Owning end-to-end customer relationships for assigned SSA contracts.
- Ensuring contract performance aligns with service agreements and internal scorecards.
- Driving customer satisfaction through proactive engagement and issue resolution.
- Acting as the primary point of contact for SSA-related activities and escalations.
- Traveling up to 30% to customer sites for service reviews and relationship management.
- Collaborating with field service teams, service coordinators, customer care, and cross-functional leaders.
- Coordinating resources across field service, repair operations, spare parts, and rental assets.
- Ensuring timely, high-quality service delivery in line with contractual commitments.
- Delivering financial targets including contribution margin and cost control.
- Driving contract renewals, expansions, and upsell opportunities.
- Monitoring operational metrics to ensure profitable and sustainable service execution.
- Maintaining accurate installed base records and customer asset tracking.
- Managing service history, pipeline activities, and data quality for decision-making.
- Ensuring compliance with all HSE regulations and safety practices.
- Upholding integrity, controllership, and regulatory requirements across operations.
- Developing knowledge of industrial radiography systems and NDT applications.
- Acting as a technical interface between customers and internal engineering/service teams.
Benefits
- Flexibility may be offered depending on project schedules, field needs, and customer requirements.
- Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.
- Contemporary work-life balance policies and wellbeing activities
- Comprehensive private medical care options
- Safety net of life insurance and disability programs
- Tailored financial programs.
- Additional elected or voluntary benefits
- Eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k).
- Choice of coverage options that best suit your needs.
- Eligible for our comprehensive and competitive benefits package.
- Eligible for additional forms of compensation such as bonuses subject to the terms of the applicable benefit plans or policies.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
