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QuEST Global Manager – IOT Monitoring Center in Houston, Texas

27044BR

Title:

Manager – IOT Monitoring Center

Job Description:

Role Scope Statement

Project management support of the Monitoring Center which is responsible for the review and administration of long-term and/or blanket service contracts. The Project and Technical Support is accountable for project and technical review, execution, maintenance, and customer support. Adherence to standard procedures, timely completion of contract deliverables, and effective cross-functional team work within company.

Accountabilities

• Support the team so project results meet requirements regarding technical quality, reliability, schedule and cost

• Project manages the execution of orders from receipt of customer order to final customer acceptance and project milestones throughout contract. Overall responsibility to ensure that all orders are executed per specifications and meet contract requirements, delivered on-time and within budget.

• Planning and coordinating site installation activities, including all work permits, safety training, local contractors etc.

• Able to travel to customer’s site for local project management and/or support

• Present clear verbal and written technical explanations to customers, tailoring the content and style to the audience

• Submit to background checks and health screenings as required

• Build and Maintain Program Success Log

• Work may require nights, weekends, and some holidays to respond to customers in a timely manner

• Remotely monitor Customer assets and escalate when out of specification.

• Continuous evaluation of instrumentation nuisance alarms with Field Engineering Services for alarm threshold validation

• Receive, enter ticket, and disposition Customer service calls, emails, and UI application tasks submitted to the Monitoring Center

• Proactive escalation of Customer concerns to appropriate resources for resolution

• Support report generation with Development and Sales teams

• Follow up on other opportunities to provide additional value to customers

• Provide continuous improvement ideas and help drive change management

• Properly execute procedures for Monitoring Center contract deliverables

Key Performance Indicators

• Ticket creation to resolution KPI

• Compliance with company and department standards for AMSS service contract management

• On-time delivery of contract deliverable(s) to End Customer

• Project RAIL dispositioning

• Issue resolution cycle-time

•Number of system workflow requests issued/closed (Say/Do ratio)

Knowledge, Skills & Abilities

Required

• Undergraduate/Bachelor’s degree in Mechanical, Process or Industrial Engineering, or related technical field

• 1-3 years of technical experience in customer support and/or troubleshooting of rotating equipment

• Working knowledge of industrial rotating equipment (pumps, seals, valves)

• Experience with monitoring and building Dashboards

• Clear written and verbal communication style; to be a professional face to our customer

• Excellent interpersonal skills and a high sense of urgency with a customer-focused mindset to execute

• Ability to produce professional reports and presentations in keeping with company policies & objectives

• Must be a well-organized self-starter who can accomplish goals and objectives in a timely manner

• Proficiency in Microsoft Office package including spreadsheet, database management, and presentation software

• Must be a team player, able to problem-solve and work constructively with customers and co-workers

• Strong time management and organization skills

• Strong analytical and problem-solving skills

• Strong critical thinking and attention to detail

• Strong verbal and written communication skills

Preferred

• Experience with monitoring and diagnostics of industrial (IOT) equipment data

• Familiar with instrumentation and electronics, wireless systems, and vibration technologies

• Experience with rotating equipment maintenance, monitoring, reliability, and operations

• Category 1 Vibration Certification (ISO or ANSI accreditation)

• Bachelor’s degree in engineering, plant operations, physics, math, or data analytics

Auto req ID:

27044BR

Job Type:

Full Time-Regular

Assignment Country:

United States

Total Years of Exp:

1 - 6

Education Type:

B.E/B.Tech/BS-Mechanical Engineering

Assignment State:

TEXAS

Assignment Location:

Houston

Experience Level:

Entry Level

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