Lead Services Specialist - Customer Contract Management

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.

• 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 Eng 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