Technical Manager - Isolation Valves

Role Overview

Technical Manager - Isolation Valves at Emerson. This role is based in the Middle East and Africa region and leads After-Sales Customer Support, Local Value-Added Services, and Operational Excellence initiatives for Emerson's Isolation Valves business.

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. Emerson operates globally with a comprehensive portfolio of software and technology supporting digital transformation, operational improvement, resource conservation, and safety enhancement.

Role Purpose

Lead After-Sales Customer Support, Local Value-Added Services, and Operational Excellence initiatives for the Isolation Valves business across the Middle East and Africa. Strengthen customer satisfaction, drive aftermarket growth, enhance regional service capabilities, and deliver operational improvements through collaboration with Sales, PMO, Lifecycle Services, factory teams, and external partners.

Key Responsibilities

After-Sales Support

• Lead the regional customer support process for technical inquiries, customer complaints, warranty issues, and field support requirements.
• Establish ownership and governance processes for customer complaints, technical support requests, and field issues.
• Coordinate, prioritize, track, and ensure timely closure of customer complaints while maintaining proactive customer communication.
• Lead Root Cause Analysis (RCA) activities and drive corrective and preventive actions for recurring issues.
• Provide technical guidance to Lifecycle Services and service teams for warranty and non-warranty support activities.
• Manage warranty cases, including material replacement, repair costs, trend analysis, and corrective actions.
• Monitor customer care KPIs, issue resolution performance, and escalation management.
• Develop customer support processes, response protocols, and technical knowledge resources to improve regional responsiveness.
• Drive customer satisfaction through proactive and solution-oriented technical support.

Sales Support & Customer Engagement

• Partner with Sales and Application teams to identify installed-base opportunities and generate aftermarket demand.
• Conduct customer site walkdowns and installed-base assessments to identify replacement, upgrade, automation, and service opportunities.
• Support business growth through competitive displacement, obsolescence management, modernization, and lifecycle service initiatives.
• Translate customer requirements into technically and commercially viable solutions.
• Develop and deliver product, service, and maintenance training programs for internal and external customers.
• Establish structured onboarding and technical training programs for Service Engineers, Customer Care, PMO, Sales, and other relevant stakeholders.
• Support customer meetings, technical presentations, and field engagements as required.

Local Value-Added Services

• Lead local valve integration, testing, installation, and commissioning support activities in collaboration with the Lifecycle Services team.
• Develop standardized procedures and technical requirements for local integration and testing activities.
• Establish quality standards and testing requirements for locally executed services.

Continuous Improvement & Operational Excellence

• Lead Continuous Improvement and Operational Excellence initiatives across the region.
• Drive improvements in safety, productivity, operational efficiency, and service performance.
• Conduct lessons-learned reviews and ensure field experience is translated into sustainable improvements.
• Provide regular performance updates and improvement plans to regional and global leadership teams.

Safety, HSE & Compliance

• Ensure all service, testing, installation, commissioning, and support activities comply with Emerson safety and HSE requirements.
• Promote a strong safety-first culture across employees, contractors, partners, and customers.
• Ensure compliance with Emerson procedures, customer requirements, industry standards, and regulatory obligations.
• Maintain accurate documentation, records, and compliance controls for regional service activities.

Qualifications & Experience

• Degree or Diploma in Engineering or a related technical discipline.
• Minimum 10 years of progressive experience in valve, actuators, and automation industries with responsibilities in operations, engineering, or after-sales support.
• GCC experience supporting major customers within the region.
• Strong knowledge of valve automation, after-sales support, maintenance, troubleshooting, and lifecycle services.

Skills & Competencies

• Excellent communication, interpersonal, and customer relationship management skills.
• Ability to work effectively across matrix organizations and global teams.
• Strong understanding of warranty management, root cause analysis, and continuous improvement methodologies.
• Experience with valve integration, testing, commissioning, and field service activities.
• Proven ability to develop technical training programs and mentor technical teams.
• Demonstrated success in driving customer satisfaction and aftermarket business growth.
• Customer-centric decision-making and commitment to exceeding expectations.
• Effective cross-functional and cross-organizational communication and relationship building.
• Sound technical expertise to solve complex customer and operational challenges.
• Continuous improvement and operational excellence mindset through collaboration and innovation.
• Timely, quality decision-making with strong focus on results.
• Ability to adapt effectively to changing business priorities while maintaining high service standards.

Additional Information

Emerson is committed to fostering a workplace where every employee is valued, respected, and empowered to grow. The company prioritizes innovation, collaboration, and diverse perspectives.

Emerson provides flexible, competitive benefits plans addressing physical, mental, financial, and social wellbeing, including medical insurance plans, an Employee Assistance Program, tuition reimbursement, employee resource groups, and recognition programs. The company offers flexible time-off plans including paid parental leave (maternal and paternal), vacation, and holiday leave, with a culture that prioritizes work-life balance.

Training programs 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.

For accessibility assistance or accommodation due to disability, contact idisability.administrator@emerson.com.