Summary
Emerson is seeking a Lifecycle Services Manager to implement its Middle East and Africa strategy and grow lifecycle services across the region. The role assesses partner service readiness, develops capability improvement plans, supports customer engagements, and identifies opportunities in modernization, retrofits, maintenance, and obsolescence programs. The manager also coordinates escalated customer issues, warranty assessments, corrective actions, and product improvement feedback. Applicants need a technical degree or diploma, at least 10 years of valve automation experience, advanced English, and flexibility to travel regionally and globally; the position is based in Dubai.
The posting
As published on emerson.com. Pulled from the employer's site and shown as they wrote it.
Job Summary
The Lifecycle Services Manager (LSM) is responsible for driving the implementation of the Regional Lifecycle Services Strategy across the Middle East and Africa in alignment with business growth objectives. Working closely with customers, service organizations, channel partners, factories, and sales teams, this role focuses on enhancing customer satisfaction, strengthening service capabilities, and driving Lifecycle Services growth across the region.
In This Role, Your Responsibilities Will Be:
- Support the Middle East & Africa Sales Director in developing and implementing regional Lifecycle Services strategies.
- Assess the technical service readiness of local service providers and partners.
- Identify service capability gaps across countries, channels, and partner organizations.
- Develop action plans to improve technical competency, service readiness, and customer support effectiveness.
- Ensure partners possess adequate product knowledge, troubleshooting capabilities, and access to technical resources.
- Coordinate training and knowledge transfer activities for internal teams, channel partners, and end users.
- Support the sales organization through customer engagement and technical consultation activities.
- Perform site walkdowns and installed base assessments to identify customer needs and growth opportunities.
- Drive business growth through obsolescence programs, modernization initiatives, retrofits, competition displacement strategies, and maintenance services.
- Participate in customer meetings and provide technical solutions that address customer challenges while creating business opportunities.
- Act as the primary coordinator for escalated customer complaints and field service issues related to the Emerson Actuation Technologies portfolio.
- Review and assess reported issues, determine urgency, support root cause identification, and define required actions.
- Evaluate warranty applicability in accordance with established company policies and guidelines.
- Coordinate with Emerson Lifecycle Services teams, factory service organizations, and authorized service partners to ensure timely issue resolution.
- Monitor corrective actions and ensure customer cases are resolved and closed promptly.
- Proactively communicate product improvement opportunities to relevant functions, including Lifecycle Services, Quality, and Engineering teams.
- Analyze complaint trends and recurring field issues to identify opportunities for improvement.
- Recommend corrective and preventive actions to improve product performance and customer satisfaction.
- Ensure compliance with environmental, health, and safety policies and regulatory requirements.
- Adhere to Health, Safety & Environment policies as laid by the organization.
Who You Are
- You are customer-focused and committed to delivering exceptional service experiences.
- You effectively collaborate and influence stakeholders across matrixed organizations.
- You demonstrate strong technical problem-solving abilities and a proactive mindset.
- You adapt quickly to changing situations and customer requirements.
- You communicate effectively and build strong relationships with customers, partners, and internal teams.
- You take ownership, drive accountability, and consistently focus on delivering results.
For This Role, You Will Need:
- Bachelors Degree or Diploma in a technical discipline.
- Minimum 10 years of experience in a valve automation technical role.
- Strong knowledge of hydraulic, pneumatic, and electric actuation systems.
- Advanced English proficiency, both written and spoken.
- Willingness and flexibility to travel throughout the region and globally as required.
- Strong problem-solving skills and action-oriented mindset.
- Excellent interpersonal communication skills and a high level of accountability.
- Proven ability to collaborate, influence, and execute across matrix organizations.
- Strong attention to detail and ability to manage multiple priorities effectively.
Our Culture & Commitment to You!
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives because we know that great ideas come from great teams. Our dedication to ongoing career development and building an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We provide flexible and competitive benefits plans designed to meet your physical, mental, financial, and social needs. Our offerings include medical insurance plans, an Employee Assistance Program, tuition reimbursement, employee resource groups, recognition programs, and much more. Our culture prioritizes work-life balance and offers flexible time-off plans, including paid parental leave (maternal and paternal), vacation, and holiday leave.
Our training programs and initiatives focus on end-to-end development, from onboarding through senior leadership. We provide a wide range of development opportunities, including face-to-face and virtual training, mentorship, coaching, project management, and on-the-job training.