Overview
Reporting to the Lead In‑Service Support Manager the role will be responsible for the day‑to‑day delivery of the In‑Service Support Framework for SMD's systems. You will be responsible for a specific set of SMD Clients and will work in close collaboration with the respective client KAMs to ensure Service delivery standards are met or exceeded to develop a world class In‑Service support offering.
Responsibilities
* Manage In‑Service customer requests utilizing the SMD Case Management system from initial receipt until close out.
* Deliver the scope of Service Agreements or other In‑Service Support frameworks for the client along with the management of service repairs.
* Escalate key issues, risks, concerns, both internal and external, to the Lead In‑Service Support Manager and Head of Support for resolution.
* Assist the Client in ensuring their operations can continue safely and effectively.
* Ensure correct engagement with all SMD departments required to deliver world‑class In‑Service support.
* Contribute to the delivery of simple, small‑scale projects, manage project budgets and schedules, and coordinate client relationships across internal business functions.
* Drive service improvement initiatives and report on in‑service performance with the goal of delivering long‑term value to both the client and the business.
Qualifications
* Technical qualification in Engineering or equivalent knowledge and experience.
* Strong understanding of subsea equipment and associated technologies.
* Proven experience in a leadership role within a support or field service function, preferably with subsea equipment manufacturing industry.
* Good knowledge of ERP stock control and purchasing systems.
* Excellent organisational and prioritising skills.
* Strong commercial and business awareness.
* Customer‑centric mindset with a focus on delivering exceptional service.
Benefits
At Soil Machine Dynamics (SMD), we value our employees and offer a comprehensive benefits package to support their well‑being and professional growth. Our benefits include competitive salaries, generous holiday allowances, a company pension scheme, private medical insurance, wellness programs, and access to mental health support. Professional development is encouraged through training opportunities and career progression pathways. We also foster a positive work‑life balance with flexible working options where possible, ensuring financial security and a healthy work environment.
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