Job Description

All activities providing the necessary support on pre- and post-contractual administration & management , Terms & Conditions of the contract and the Management of claims. Also involves definition, management, and execution of risk modeling activities in support of the contract or project. Also involves definition, management, and execution of contract estimating processes and activities to support tenders and project reviews. Impacts the team's ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

Key Responsibilities

• Manage Warranty and Guarantee Programs for assigned customers, consistent with General Terms Agreements and Company Policies
• Responsible for accurate and timely settlement of all Warranty and Guarantee claims from assigned customers
• Manages a small to medium team of senior professionals as well as others. Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.
• Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. Stays informed of industry trends that may inform work.
• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.
• May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view.

Required Qualifications

• Bachelor's Degree in engineering from an accredited university or college
• 10+ years of proven experience in customer service, or commercial operations or project management within the energy or power generation industry.
• In-depth knowledge of the energy market within the MENA region, including experience managing complex customer relationships and navigating regional business landscapes.
• Proven ability to drive results and influence outcomes within a complex matrix organizational structure.
• Ability to leverage data analytics to identify trends, mitigate risks, and optimize warranty performance.

Desired Characteristics

• Demonstrated capability to resolve complex, high-stakes warranty claims and disputes while balancing technical requirements and customer satisfaction.
• Strong communication and interpersonal skills with a focus on cross-functional alignment, the ability to influence senior-level stakeholders, and key customers.
• Expertise in leading complex initiatives, including the ability to plan, document, and execute large-scale warranty or service programs.
• Strong understanding of the financial implications of warranty decisions, including cost management and business impact analysis.
• Ability to translate technical and analytical findings into actionable business strategies for both internal teams and external customers.
• One Team mentality, leading horizontally to support our customers despite internal hurdles.
• Demonstrated experience in a people leadership role, with a focus on coaching, developing, and leading high-performing teams.

Additional Information

#LI-Remote - This is a remote position