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• 70% of the Time.  Enhance Internal Customer Satisfaction.
Responsible for the improvement of AE case resolution rates to enhance bottom-line LBP or Reps Customer Satisfaction.  Provide comprehensive and timely response to LBP inquiries.  Effectively document cases and issues in a knowledge database called Service Management System.  Work on analyzing improvement opportunities on all AE service level measures or identified quad charts.  Identify action plans to improve the performance and service gaps.  Coordinate with workgroups on addressing action items and technical areas out of Manila scope.  Maintain and support Think Customer program for the group.
• 10% of the Time.  Establish Global Competency and Technical Skills.
Responsible for Performance Assessments of direct reports and staff in the team.  Ensure regular effective coaching, expectation setting and communication sessions with direct reports and staff in his responsibility to ensure that zero communication gaps can be achieved.  He is also responsible for the regular assessment, refresher trainings and performance improvement programs.  Handles call quality monitoring activities pertaining to transactions documented via emails, SMS and recorded phone calls.  Manage team’s skills matrix chart and regularly present to Operations Manager and Supervisor.  The matrix should be regularly updated to ensure monitoring and addressing of training gaps.  Conduct organization review and come up with team’s Color-Me-Green chart and present to Operations Manager.
• 10% of the Time.  Improve Service Productivity and Efficiency; Reduce Lead Times and Improve Accuracy.
Responsible for over-all fitness of team’s identified service level measures.  Review monthly quad charts of AE teams.  Ensure that performance is monitored, analyzed and proper action plans are addressed in the report.  Ensure on-time submission of quad charts.  Ensure improvement in technical case resolution rates, service acknowledgment rates, quality of technical responses in all mediums (phone calls, emails and SMS).  Practice and implement quality tools if SLAs are not achieved on a particular period and document root causes and action plans
• 5% of the Time.  Improve Synergy and Team Development.
Establish training and development plans for the AE team.  Regularly present plans to Operations Manager and Supervisor.  Encourage direct reports and staff to support and join teaming activities that will foster synergy and enhance working relationships.
• 5% of the Time - Performs other tasks that maybe required in supporting strategic and tactical business operations.

• At least Bachelor’s/College Degree in Engineering (ME, ChE, IE, ECE, etc.), Instrumentation Process Controls or similar.  Masters in Engineering or Business Administration preferred.
• Minimum of 3 years professional supervisory/management experience in any of the following industries: Petroleum, Oil, Gas, Power, Pulp/Paper or similar industries for Technical Support, Sales and Applications support, Order Management of Technology and Engineering products or involvement in Sales Quote to Cash Process.
• Hands-on mechanical experience or relevant exposure to devices used in Process Control industries.
• Excellent verbal and written English communication skills.
• PC and MS Office literate.
• Demonstrate leadership, professionalism and integrity with limited supervision.
• Willing to work on rotating or graveyard shifts.
• Spanish language communication skills will be an advantage due to North and Latin America support.