Customer Success Service Center Leader

2 weeks ago

Kuala Lumpur, Malaysia Baker Hughes Full time

**Are you a Customer Success Service Center Leader looking for a new role?**

**Are you passionate about building relationships and ensuring customer success?**

**Join our team**

**Partner with the best**

As a Customer Success Service Center Leader, you will be responsible for delivering services in accordance with established service level agreements with internal and external customers. Support, promote and grow OFS Remote Operations Digital and OFS Product Lines services and products.

As a Customer Success Service Center Leader, you will be responsible for:

- Leading a team of Customer Success Service Specialists, driving a positive and dynamic team, supporting the customer needs and your team's needs.
- Training, coaching and supporting all team members and support their day to day execution as well as their development. Managing service desk audits, ISO audits and data compliance issues.
- Ensuring service level targets are defined, tracked and met. Work with Service Quality team to benchmark service level targets and drive continuous improvement.
- Tracking all products’ portfolio activity levels and deliver timely reports to operations and management to support billing of services consumed, providing input to budget planning and efficiently manage operational costs.
- Leading cross-functional process improvement project initiatives; negotiate and work with external vendors on process improvement initiatives as required.
- Working with technical operation groups to ensure alignment of wellsite data quality and transmission, also with regional and global teams to ensure resilience of service and compliance of Baker Hughes information security policies.
- Providing technical assistance to in-country data hosting systems; client presentations on technical aspects of supported systems.
- Handling project management, documentation, reporting and special projects as assigned.

**Fuel your passion**

To be successful in this role you will:

- Have Bachelor's Degree or above in engineering, geosciences or IT with a minimum of 5 yrs’ experience in upstream oilfield industry with 2+ yrs of supervisory or management experience.
- Be familiar with Information Technology Infrastructure Library (ITIL) Policies, Processes and Procedures.
- Have a good interpersonal and leadership skills. Ability to mentor and foster strong teamwork.
- Have understanding of challenges and characteristics of service quality. Working knowledge of MWD/LWD/SLS or Wireline or Artificial Lift Systems operations.
- Need to have strong knowledge of WITSML standard, mnemonics, data quality and data fidelity
- Need to ensure service center working environment meets or exceeds company safety critical regulatory standards

**Work in a way that works for you**

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

- Working fulltime regular hours - helping you fit everything in and work when you are at your most productive.

**Working with us**

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

**Working for you**

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

- Contemporary work-life balance policies and wellbeing activities
- Comprehensive private medical care options
- Safety net of life insurance and disability programs
- Tailored financial programs
- Additional elected or voluntary benefits

**About Us**

With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we're committed to achieving net-zero carbon emissions by 2050 and we're always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.

**Join Us**

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you

**About Us**:
With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we’re committed to achieving net-zero carbon emissions by 2050 and we’re always looking for the right people to help us get there. People who are as passionate as we are abou

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