Linde Engineering North America Inc

Head of Customer Service, North America

US-TX-Houston
# of Openings
1
Category
Engineering

Overview

The role is responsible for providing strategic leadership for Customer Service by establishing long-range goals, strategies, and plans ensuring overall P&L performance and business growth.  Business Development and Sales are key responsibilities for the Head of Customer Service.

Responsibilities

The Head of Customer Service, North America shall be responsible for, but not limited to the following:

  • Lead the customer service regional strategy, organization, business development, sales, and execution in line with the regional leadership team and Global Head of Customer Service.
  • Responsible for growth of the customer service regional business with double digit increases to meet annual and mid-range goals for order intake.
  • Manage market assessments, understand regional facts and trends, identify area, customers, sites and projects for proactively developing customer services activities.
  • Effectively hire, train, develop, and appraise staff. Take corrective action as necessary on a timely basis and in accordance with Company policy.  Consult with Human Resources, as necessary.
  • Responsible for development of team’s capability through communicating clear expectations, developing and driving short and long term targets, driving employee development and performance accountability.
  • Responsibile for talent management through active succession planning, mentoring and coaching, global collaboration, and effective evaluative candidate selection.
  • Responsible for customer service capabilities across all product lines through integration of customer service team with the network of specialists within Linde.
  • Collaborate with internal and external partners in executing strategic goals.
  • Responsible for maintaining full service capabilities for spare parts, small capital projects, revamps, start-up, and commissioning.
  • Drive an agenda of customer focus: strategic innovation, new sources of value, new markets/customers, new business models, and new opportunities
  • Align operations with priority-based strategic initiatives and ensure organization-wide understanding of customer service activities
  • Leverage business relationships along with technical background to develop plant projects ahead of competition.
  • Responsible for pricing and competitive analysis by market, competitor, and customer to recommend strategies to improve quality or reduce costs.
  • Create technical credibility internally and externally
  • Responsible for driving lean project execution, entrepreneurship, and continuous improvement.
  • Executie business plans and defined progess tracking and periodic presentations to executive leadership.
  • Approve cost estimations, technical and commercial proposals and service agreements, in line with the governance and directives from Global Head of Customer Service and regional leadership.
  • Organize and lead the coordination with internal departments, vendors and sub-contractors as required.
  • Responsible for Customer Service profit and loss including resource planning as well as annual operating and capex budgets.
  • Participate as required in global meetings, key decisions, and activities with Global Head of Customer Service and keep the regional leadership informed of such activities and decisions impacting the organization and targets for the region.
  • Learn and abide by the Linde Code of Ethics and Code of Conduct.  Demonstrate honesty, integrity, and professionalism in all communications, actions and decisions

Qualifications

  • Bachelor's Degree in Engineering or Technical Field required.
  • Ten (10) or more years' experience in the engineering, procurement, and construction business segment.
  • Possess a broad understanding of multiple engineering disciplines.
  • Experience within Business Development or Sales, commercial and legal basics.
  • Effective leadership skills with an ability to manage dispersed team members. Ability to promote change management.
  • Effective computer skills.
  • Effective communication skills both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company.
  • Effective analytical and problem-solving skills.

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