Lifecycle Services Manager

Role Overview

Lifecycle Services Manager at Emerson, based in the Middle East and Africa region. This role drives the implementation of Regional Lifecycle Services Strategy across Middle East and Africa in alignment with business growth objectives.

Company Overview

Emerson is a global leader in automation technology and software. Through deep domain expertise and a legacy of flawless execution, Emerson helps customers in critical industries including life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability. With global operations and a comprehensive portfolio of software and technology, Emerson helps companies implement digital transformation to measurably improve operations, conserve valuable resources and enhance safety.

Role Purpose

The Lifecycle Services Manager works closely with customers, service organizations, channel partners, factories, and sales teams to enhance customer satisfaction, strengthen service capabilities, and drive Lifecycle Services growth across the Middle East and Africa region.

Key Responsibilities

Strategy & Implementation

• Support the Middle East & Africa Sales Director in developing and implementing regional Lifecycle Services strategies.
• Drive business growth through obsolescence programs, modernization initiatives, retrofits, competition displacement strategies, and maintenance services.

Service Capability Assessment & Development

• Assess the technical service readiness of local service providers and partners.
• Identify service capability gaps across countries, channels, and partner organizations.
• Develop action plans to improve technical competency, service readiness, and customer support effectiveness.
• Ensure partners possess adequate product knowledge, troubleshooting capabilities, and access to technical resources.
• Coordinate training and knowledge transfer activities for internal teams, channel partners, and end users.

Customer Engagement & Support

• Support the sales organization through customer engagement and technical consultation activities.
• Perform site walkdowns and installed base assessments to identify customer needs and growth opportunities.
• Participate in customer meetings and provide technical solutions that address customer challenges while creating business opportunities.

Complaint Management & Issue Resolution

• Act as the primary coordinator for escalated customer complaints and field service issues related to the Emerson Actuation Technologies portfolio.
• Review and assess reported issues, determine urgency, support root cause identification, and define required actions.
• Evaluate warranty applicability in accordance with established company policies and guidelines.
• Coordinate with Emerson Lifecycle Services teams, factory service organizations, and authorized service partners to ensure timely issue resolution.
• Monitor corrective actions and ensure customer cases are resolved and closed promptly.

Quality & Continuous Improvement

• Proactively communicate product improvement opportunities to relevant functions, including Lifecycle Services, Quality, and Engineering teams.
• Analyze complaint trends and recurring field issues to identify opportunities for improvement.
• Recommend corrective and preventive actions to improve product performance and customer satisfaction.

Compliance

• Ensure compliance with environmental, health, and safety policies and regulatory requirements.
• Adhere to Health, Safety & Environment policies as laid by the organization.

Qualifications & Experience

• Bachelor's Degree or Diploma in a technical discipline.
• Minimum 10 years of experience in a valve automation technical role.
• Strong knowledge of hydraulic, pneumatic, and electric actuation systems.

Skills & Competencies

• Advanced English proficiency, both written and spoken.
• Strong problem-solving skills and action-oriented mindset.
• Excellent interpersonal communication skills and a high level of accountability.
• Proven ability to collaborate, influence, and execute across matrix organizations.
• Strong attention to detail and ability to manage multiple priorities effectively.
• Customer-focused mindset committed to delivering exceptional service experiences.
• Effective stakeholder collaboration and influence across matrixed organizations.
• Strong technical problem-solving abilities and a proactive mindset.
• Ability to adapt quickly to changing situations and customer requirements.
• Ability to communicate effectively and build strong relationships with customers, partners, and internal teams.
• Ownership mentality with drive for accountability and consistent focus on delivering results.

Additional Information

• Willingness and flexibility to travel throughout the region and globally as required.
• Emerson provides flexible and competitive benefits plans designed to meet physical, mental, financial, and social needs, including medical insurance plans, Employee Assistance Program, tuition reimbursement, employee resource groups, and recognition programs.
• Flexible time-off plans including paid parental leave (maternal and paternal), vacation, and holiday leave.
• Training programs and initiatives focus on end-to-end development from onboarding through senior leadership, including face-to-face and virtual training, mentorship, coaching, project management, and on-the-job training.