Global Service Manager

Metrix Global Service Manager

Metrix is the preferred supplier of industrial condition monitoring systems to many of the world's leading manufacturers and users of cooling towers, gas turbines, reciprocating compressors, and other rotating and reciprocating machinery. With headquarters in Houston, Texas, we operate in more than 40 countries via factory-direct sales and service professionals, along with a strategic network of instrumentation partners. We pioneered the concept of simple, affordable machinery protection with our seismic measurement technology. Initially focused on geophysical exploration, this technology also found abundant applications for vibration measurements on industrial machines and has been our focus for 50 years.

Your Role

The Metrix Global Service Manager works in the machine condition monitoring field, using their expertise to design, install, repair, and replace Metrix equipment per a customer's requirements. Applicant must have the experience, knowledge, and skills to attend to each situation quickly and effectively to help the customer use the company's products with as little interruption as possible.

The Metrix Global Service Manager is responsible for Field Service Engineers globally as well as the Technical Support Department. Through these two groups the Manager provides a nearly full menu of technical services, providing on-site and remote support to customers in the public and private sectors. This professional must have strong interpersonal skills since they work directly with customers, helping to troubleshoot and solve issues, and providing training for newly installed or replaced hardware and software.

Essential Functions/Duties:

• Direct the installation and support of new hardware, software, or systems for rotating and reciprocating machinery at customer sites and remotely. Collaborate with other professionals with the necessary expertise to allow them to fully satisfy the customer as quickly as possible. Ensure the uniformity and consistency of Service reports globally.
• Direct the response to calls from sales and account managers, and customers, to complete service tasks, including system installation and commissioning, scheduled and corrective service calls, calibration duties, and other tasks as requested by the Regional Sales Manager. Work to achieve 70% or better assigned time for all Field Service Engineers. Work to achieve all calls to Technical Support, whether by email or phone, are answered the same workday. Provide global access to the TS database for all Field Engineers to improve corporate learning.
• Develop processes and procedures for Metrix Customers, Field Service Engineers and Technical Support to properly quote and commission a new MX5000 Vibration Monitoring System platform. This includes all necessary project management, drawings, management of change requirements, plans, checklists, Bill of Materials, including cabinets or enclosures, factory acceptance tests, site acceptance testing, final commissioning and necessary training related to the installation.
• Develop processes and procedures for Metrix Customers, Field Service Engineers and Technical Support to properly quote and decommission an existing Vibration Monitoring Systems and then retrofit the new MX5000 VMS platform. This includes all necessary project management, drawings, management of change requirements, plans, checklists, Bill of Materials, waste removal, site acceptance testing, final commissioning and necessary training related to the installation.
• Carry out service activities in accordance with a pre-established business plan. Strengthen relationships with existing accounts and develop new accounts to grow target market.
• Review blueprints, plans, requests for quote, and other customer documents to develop, prepare and present monitoring strategies and methodologies for monitoring rotating and reciprocating machinery, including ROI estimates.
• Demonstrate company products and technology in an application-specific manner using company demonstration kits as well as marketing videos of customer retrofits of MX5000 installations.
• Complete and submit expense reports, forecasts and service reports as required and in a timely manner.
• Participate in trade shows to increase visibility of company products and technology, and to position the company as a market leader.

Qualifications:

Education & Experience:

(U.S.) Bachelor's degree in engineering (B.S.E.) from four-year college or university, or equivalent experience.

Professionally qualified within the United States.

Knowledge & Skills:

5 or more years of Engineering expertise in rotating equipment, Oil & Gas process, and/or Instrumentation and Controls.

Ability to efficiently use all Microsoft Office products.

We offer a generous compensation package that offers:

• Competitive salary
• 401(k)
• Health, vision, and dental insurance
• Health Savings Accounts
• Employee Assistance Program
• Educational Reimbursement
• Competitive paid time off program

Metrix is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.