Analytical Instrument Support: Perform calibration, maintenance, diagnostics, and repair of analytical instruments on-site to ensure optimal performance.Preventive Maintenance: Execute preventive maintenance contracts, ensuring timely and effective upkeep of equipment.System Start-up and Commissioning: Conduct on-site start-up and commissioning of Novatech analytical systems, ensuring proper installation and functionality.Client Support: Provide telephone support to clients, addressing technical inquiries and troubleshooting issues.Technical Training: Deliver after-sales technical training for customers and partners, enhancing their understanding and use of analytical systems.Service Contract Management: Facilitate the renewal and promotion of annual service contracts, ensuring continued customer satisfaction and service engagement.Supplier Coordination: Engage regularly with suppliers’ service departments to resolve issues and ensure the availability of necessary resources.Service Administration: Manage service-related administrative tasks, including submissions, work orders, service reports, and RMAs, using the SAP ByDesign CRM/ERP system.Inventory Management: Participate in managing the service inventory, ensuring adequate stock levels and efficient resource utilization.

Coordinate Turnaround Activities: Oversee and synchronize the Turnaround activities at the oil & gas refinery, collaborating with departments involved in production, pricing, sales, and distribution.Staff Management: Supervise staff by preparing work schedules, assigning specific duties, and ensuring efficient performance.Operational Oversight: Manage the day-to-day operations of Service Coordinators, Service Representatives, Service Administrators, and Parts Coordinators, ensuring seamless service delivery.Regional Management Team Contribution: Actively participate in and contribute to the Regional Management Team, providing input and support to achieve regional goals.Customer Service Resolution: Address and resolve issues impacting customer service, ensuring high levels of satisfaction and prompt problem resolution.Sales & Marketing Support: Assist in sales and marketing initiatives to drive additional service work and enhance customer satisfaction.Resource and Equipment Management: Ensure that operations are equipped with the necessary resources and equipment to meet customer demands effectively.Safety Compliance: Promote a "safety-first" culture in all operational activities, adhering to safety protocols and standards.Recruitment and Training: Participate in the recruitment, training, and retention of staff, focusing on building a skilled and motivated team.Succession Planning: Develop and implement succession plans for direct reports to ensure continuity and leadership development.Performance Metrics Management: Establish and oversee performance metrics and quality control measures to ensure operational excellence.Industry Monitoring: Monitor industry trends and activities, recommending proactive and reactive strategies to stay competitive and responsive.Relationship Building: Foster and maintain positive business relationships within the industry, and with suppliers and customers, to support business objectives and collaboration