Customer Service Manager - Wellhead - Weir Oil & Gas - Dubai

The Weir Group is a global engineering group. We are focused on delivering engineering solutions to customers in the minerals, oil and gas and power markets. Operating in more than 70 countries and employing more than 15,000 people, we support our customers through a worldwide network of around 200 manufacturing and service facilities.

To celebrate Weir’s 140 years in business, this video traces the business from its creation in Glasgow, Scotland in 1871, to its development into a global engineering solutions provider. For more information on The Weir Group PLC please visit our corporate website .

Business Need / Purpose of Role:
Manage and expand customer base with a professional sales team. Develop and promote sustained sales growth to achieve company sales objectives.

Objectives & Measurement – Key Responsibilities:
Including but not limited to:
Achieve sales turnover and profitability in line with company objectives

Expand Customer base

Identify key projects

Building relationship with key personnel (decision makers) within a customer’s site

Understanding customer needs and proving solutions accordingly

Staying up to date on service capabilities for enhancing sales

Preparation of presentation and proposals to obtain new orders including proper review of customer specifications and commercial requirements

Coordinating and resolving customer service issues in a manner that retains the customer and provides opportunity to additional revenue in the future

Assisting the finance department in collecting unpaid debts

Organize efficient travel within agreed budgets

Management of entertainment budget

Completes call, sales and expense report on a accurate and timely basis

Serves as a resource for less experienced direct sales staff and provides necessary training

Manpower planning

Conducting Performance Appraisals for the sales team

Ensure completion of customer satisfaction reports

Ensure that the ERP system is utilized to maximum possible extent

Preparation of customer database installation list/business cards and visit reports

Interact with the operations department to ensure that the customer needs are met

Establishing KPIs for the department and other department staff

Achievement of sales targets

Clients database

Customer Feedback

Regional Sales Brochure

Motivated sales team

Win/loss analysis report

Job Knowledge / Education and Qualifications:
Degree in engineering

Technical sales experience

Experience of Wellhead Equipment Sales

Strong knowledge of engineering principles and practices

Strong interpersonal, communications skills and outstanding ability to develop relationship with others

Self starter and ability to troubleshoot and solve technical problems

Safe driving record and valid drivers license

Good computer skills

Core Competencies:
Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.

Managing People – Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates’ activities; makes self available to staff; provides regular performance feedback; develops subordinates’ skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.

Change Management – Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.

Delegation – Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.

Business Acumen – Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals; knows the competition; is aware of how strategies and tactics work in the marketplace.

Cost Consciousness – Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Professionalism – Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Innovation – Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others’ attention.