Global Director of Aftermarket and Technical Support

Global Director of Aftermarket and Technical Support
 

Would you like to play a key role in our business?
 

Are you passionate about leading global teams through new initiatives?
 

Join our team!
 

Baker Hughes is the leading energy technology company, who delivers across the energy value chain through our market-leading business segments. Built on a century of experience and conducting business in over 120 countries. Our innovative technologies and services are taking energy forward! Making it safer, cleaner and more efficient for people and the planet.
 

Partner with the best
 

This role will be responsible for the overall direction of the services operations to include Field services, Authorized Service Provider (ASP) Enablement, Warranty/Technical support, Parts COE and technician training. In this role you will be responsible to establish strategy and direction around key Service initiatives to drive business growth, operational excellence, HSE, quality and customer satisfaction. In addition, this role will drive synergy and business growth across the verticals to drive timely customer satisfaction while developing business opportunities.
 

As a Global Director of Aftermarket/Technical Support, you will be responsible for:
 

• Developing & executing transformation strategy for our warranty and technical support operations to include both process and tools with goal to transform our customer responsiveness and satisfaction.
• Developing processes and culture that turns our technical support operation to business opportunities.
• Owning channels service enablement program while augmenting and enhancing our IBO penetration, Upgrades, and MRO strategy.
• Being responsible for financial performance, KPI and overall growth of field services and spare parts/MRO.
• Creating an outcome-based business model that increases availability & reliability of customer’s assets through the technical experience & our channel network.
• Implementing a scalable business model to drive growth in MROs/upgrades & spares optimization.
• Developing and maintaining service policies, procedures and service agreements related to all aspects of service operations including financial review processes, escalation processes, customer surveys and compliance with standard guidelines.
• Mentoring and coaching services organization, driving career growth opportunities for the team and upskilling talent where needed.
• Working with team to optimize service capacity planning and modeling.
• Collaborating with Regional Sales team in driving country IBO penetration and achieve the orders plan.
• Monitoring, analyzing and understanding competitor's implementation methodologies and educate sales team

Fuel your passion
 

To be successful in this role you will:
 

• Have a Bachelor's degree from an accredited university or college
• Have a minimum of 5 years experience in channel development and services operation

Work in a way that works for you
 

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
 

• 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

Working with us
 

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.
 

Working for you
 

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:
 

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Education Assistance
• Generous Parental Leave
• Mental Health resources
• Dependent Care
• Additional elected or voluntary benefit

You will be eligible to participate in Company-sponsored benefit programs, including health & welfare programs and the Thrift Plan (401k). You will have a choice of coverage options that best suit your needs. C