JOB DESCRIPTION
You will be responsible for leading After-Sales Customer Support, Local Value-Added Services, and Operational Excellence initiatives for Emerson's Isolation Valves business across the Middle East and Africa. This role focuses on strengthening customer satisfaction, driving aftermarket growth, enhancing regional service capabilities, and delivering operational improvements through collaboration with Sales, PMO, Lifecycle Services, factory teams, and external partners.
After-Sales Support
- Lead the regional customer support process for technical inquiries, customer complaints, warranty issues, and field support requirements.
- Establish ownership and governance processes for customer complaints, technical support requests, and field issues.
- Coordinate, priorise, track, and ensure timely closure of customer complaints while maintaining proactive customer communication.
- Lead Root Cause Analysis (RCA) activities and drive corrective and preventive actions for recurring issues.
- Provide technical guidance to Lifecycle Services and service teams for warranty and non-warranty support activities.
- Manage warranty cases, including material replacement, repair costs, trend analysis, and corrective actions.
- Monitor customer care KPIs, issue resolution performance, and escalation management.
- Develop customer support processes, response protocols, and technical knowledge resources to improve regional responsiveness.
- Drive customer satisfaction through proactive and solution-oriented technical support.
Sales Support & Customer Engagement
- Partner with Sales and Application teams to identify installed-base opportunities and generate aftermarket demand.
- Conduct customer site walkdowns and installed-base assessments to identify replacement, upgrade, automation and service opportunities.
- Support business growth through competitive displacement, obsolescence management, modernization and lifecycle service initiatives.
- Translate customer requirements into technically and commercially viable solutions.
- Develop and deliver product, service, and maintenance training programmes for internal and external customers.
- Establish structured onboarding and technical training programmes for Service Engineers, Customer Care, PMO, Sales, and other relevant stakeholders.
- Support customer meetings, technical presentations, and field engagements as required.
Local Value-Added Services
- Lead local valve integration, testing, installation and commissioning support activities in collaboration with the Lifecycle Services team.
- Develop standardised procedures and technical requirements for local integration and testing activities.
- Establish quality standards and testing requirements for locally executed services.
Continuous Improvement & Operational Excellence
- Lead Continuous Improvement and Operational Excellence initiatives across the region.
- Drive improvements in safety, productivity, operational efficiency, and service performance.
- Conduct lessons-learned reviews and ensure field experience is translated into sustainable improvements.
- Provide regular performance updates and improvement plans to regional and global leadership teams.
Safety, HSE & Compliance
- Ensure all service, testing, installation, commissioning and support activities comply with Emerson safety and HSE requirements.
- Promote a strong safety-first culture across employees, contractors, partners and customers.
- Ensure compliance with Emerson procedures, customer requirements, industry standards and regulatory obligations.
- Maintain accurate documentation, records and compliance controls for regional service activities.
Who You Are
- You place customers at the centre of decision-making and strive to exceed expectations.
- You communicate effectively and build strong relationships across functions and organisational levels.
- You apply sound technical expertise to solve complex customer and operational challenges.
- You drive continuous improvement and operational excellence through collaboration and innovation.
- You make timely, quality decisions and maintain a strong focus on results.
- You adapt effectively to changing business priorities whilst maintaining high service standards.
For This Role, You Will Need
- Degree or Diploma in Engineering or a related technical discipline.
- Minimum 10 years of progressive experience in valve, actuators and automation industries with responsibilities in operations, engineering or after-sales support.
- GCC experience supporting major customers within the region.
- Strong knowledge of valve automation, after-sales support, maintenance, troubleshooting and lifecycle services.
- Excellent communication, interpersonal and customer relationship management skills.
- Ability to work effectively across matrix organisations and global teams.
Preferred Qualifications That Set You Apart
- A degree in Mechanical or Instrumentation Engineering is preferred.
- Experience leading regional customer support or lifecycle services functions.
- Strong understanding of warranty management, root cause analysis and continuous improvement methodologies.
- Experience with valve integration, testing, commissioning and field service activities.
- Proven ability to develop technical training programmes and mentor technical teams.
- Demonstrated success in driving customer satisfaction and aftermarket business growth.
Our Culture & Commitment to You!
At Emerson, we prioritise 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 growing 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 recognise the importance of employee wellbeing. We prioritise providing flexible, competitive benefits plans to meet you and your family's physical, mental, financial and social needs. We provide medical insurance plans, an Employee Assistance Program, tuition reimbursement, employee resource groups, recognition programmes, and much more. Our culture prioritises work-life balance and offers flexible time-off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
Our training programmes 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.
About Us
WHY EMERSON
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated and empowered to solve the world’s most complex problems — for our customers, our communities and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programmes. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavour.
At Emerson, you’ll see first‑hand that our people are at the centre of everything we do. So, let’s go. Let’s think differently. Learn, collaborate and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
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About Emerson
Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
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