Head of Client Support Services

Efficiently deploys and manages equipment, materials, and personnel to job sites with a focus of optimizing costs and maximizing manpower utilization. Implements company maintenance standards. Creates customer satisfaction by providing technical and operational expertise and service excellence. Creates employee satisfaction by ensuring that employees are set up for success and ensures employee engagement and retention. Spends the majority of time in the field performing PM audits, unit inspections, guiding, mentoring, monitoring performance, and attending customer meetings. Effectively coordinates the deployment of equipment, materials and personnel to job sites at optimum utilization and minimum cost across one or more service delivery processes such as basic preventative maintenance or call out / repair. (~Ensures that Service Requests (SR's) are initiated, managed and processed in a timely manner. Manages labor to deliver company maintenance standard. (~Compiles and conveys job-specific information to Field Service Technicians, other Service Managers and/or Senior Manager(s). Coordinates work with other Service Managers/Coordinators to minimize equipment downtime and most effectively utilize personnel. (~Evaluates safety, quality, schedule and budget performance versus benchmarks. Participates in weekly management reviews of operational measures and corrective actions, evaluates against benchmarks, and develops, communicates and executes action plans for improvement. (~Serves as the primary customer contact for the service area and provides technical/operational expertise in response to customer inquiries. Makes pre- and post-job callbacks to customers. (~Participates in the purchase of parts/ core return, tools, capex submittals, and vehicle requests per the delegation of authority. (~Manages annual budget and implements operational standards and processes. (~All employees shall be in compliance with the Archrock Health Safety and Environmental Policy and local, statutory and/or regulatory requirements at all times

Champion service quality, health, safety, environmental policies, standards and process improvement.

Demonstrate strong organizational, labor planning and scheduling, and process/change management skills.

Exhibit strong customer service, interpersonal, negotiation, coaching and leadership skills.

Effectively coordinate deployment of equipment, materials and personnel to job sites at optimum utilization and minimum cost across one or more service delivery processes.

Manage labor to deliver company maintenance standard.

Participate in weekly management reviews of operational measures and corrective actions, evaluate against benchmarks, and develop, communicate and execute action plans for improvement.

Manage annual budget and implement operational standards and processes.

Microsoft Office (Word, Excel, Outlook, PowerPoint etc.) Comprehensive knowledge of Field Service operations.

Knowledge of service operations administration, procedures, budgets, planning, scheduling, and equipment and personnel requirements.

Understanding of financial implications of decisions.

Fully understands customer's production facilities and equipment.

Working knowledge of engine and compressor equipment used in the area.

High school diploma or equivalent (required), Associate's degree / technical degree preferred.

Typically, at least 8-10 years related or equivalent experience as a Service Technician and at least 3 years' experience in a lead role.

Demonstrated history of successful and safe service experience.

Manages all resources (personnel, equipment, materials, facilities, budget and reputation) for assigned area. Assesses training needs and ensures team members receive appropriate training and that training programs are utilized. Improves technical training gaps.

Coaches and counsels leads to improve supervisory, team building and problem resolution skills, as appropriate.

Responsible for performance management and employee development. Manages hire, fire, job and salary change actions per delegation of authority and required approvals.

Implements, manages, and communicates work standards and performance metrics for the assigned team.

Physical Demands: (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

Must meet the medical requirements necessary to wear PPE (includes respiratory protection medical requirements) as required by role.

Occasionally required to crawl, climb in and around equipment, stairs and vertical ladders.

Analyzes service and budget performance data on an on-going basis and develops recovery plans as needed.

Finds immediate solutions to prevent escalation and solutions to resolve conflicts.

Expected to drive process improvements and to teach others to identify opportunities, provide ideas, methods and innovations and to implement improvements to enhance safety, teamwork, efficiency and quality.

Full responsibility and impact on planning, scheduling and procedural change for service area.

Monitors and approves overtime and ensures compliance with budget and reports on variances.

Accountable for service area HSE performance, service quality, and customer satisfaction.

Assists with preparation of the budget for assigned area, manages to budget and reports variances.

It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. Archrock is a premier provider of natural gas compression services to customers in the energy industry throughout the U.S. and a leading supplier of aftermarket services to customers who own compression equipment. Archrock is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Employees have the flexibility and support to pursue different roles within the company. And in an operation that has locations across the United States they have the freedom to relocate if they desire.