Service Manager

Job Description and Responsibilities

Establish strong customer relationships through frequent direct contact and service delivery that helps to maintain and grow value for both our customers and UOP. Become knowledgeable about the customers' refinery configuration, their operating goals and strategies, and how UOP products and services fit or could fit into these. Ensure successful service delivery to existing customers and deliver on contractual obligations. Manage the troubleshooting efforts for the assigned customers with the help of UOP's Technical Service Departments as necessary to ensure that timely, accurate and effective support is provided to maintain overall customer satisfaction. Support unit start-ups and catalyst reloads, discuss timelines, work scope and UOP involvement with customer to agree plans for UOP site-support. Become the Trusted Advisor for the customers and be the customers’ gateway into UOP, providing the background and context needed to allow UOP to deliver the high value solutions Grow UOP Service revenue by prospecting, promoting and winning digital Service Offerings for your assigned customers. Work in tandem with Account Manager and Business to maintain a detailed account plan. Work closely with other functions in UOP to deliver and grow UOP revenue utilizing UOP's full portfolio of Integrated Solutions including products and service offerings. Identify opportunities for customer value creation by developing business leads for all parts of UOP. Develop broad-based technical and economics knowledge of the Refining and Petrochemical business and the local market issues for assigned customer sites. Develop an understanding of key stakeholders and buying influencers, decision-making framework, and within the customer organization, particularly at the refinery manager Technical and Operations Managers levels Direct accountability for management of service agreements assigned. Responsibility includes administration of the agreement itself, including tracking of contractual hours and obligations. Travel accounts for between 30%-50% of the job.