Service Account Manager

HMH is a leading provider of drilling solutions, offering a wide range of products and services that are designed to be the safest and most efficient in the industry. Apart from our expertise in land and offshore operations, we are continuously expanding our knowledge within subsea mining, geothermal, onshore and offshore construction, as well as offshore wind industries. With offices in 16 countries across five continents, HMH maintains a strong global presence.
 
HMH is a frontrunner in developing and providing automation and digital solutions for our drilling customers to support their endeavor to improve efficiency and environmental footprint. Equipped with its brilliant team of engineers, HMH is committed to actively exploring opportunities in other industries.  For us, this means new opportunities and challenges that we need creativity and great minds to solve in our efforts to innovate our future. 

At HMH we value our employees. We offer exciting job opportunities that will give you the opportunity to grow in your role and give you the professional development you deserve. In addition to competitive pay and benefits, you will join a casual and inclusive work environment. Our environment is based on respect and having a good day at work, so you can expect to join a knowledgeable, global team who help each other to succeed.

The Service Account Manager - Mexico serves as the primary focal point and trusted advisor for all HMH customers in Mexico, ensuring seamless communication and collaboration across both commercial and service execution functions. This role is responsible for managing the end-to-end customer experience for all aftermarket Drilling Lifecycle Services (DLS) requirements, driving operational excellence, and delivering value-added solutions. The Service Account Manager will proactively coordinate with internal operational teams to ensure high-quality service delivery and customer satisfaction, while identifying and pursuing growth opportunities within the account portfolio. Close collaboration with customers is essential to anticipate needs, address issues swiftly, and strengthen long-term partnerships

Job Responsibilities

• Single point of contact for assigned accounts. This includes professional and accurate monitoring of all on-going activities towards dedicated rigs/customer(s)
• Ensure strong customer relationship through regular customer meetings and other physical appearances in customer's offices
• Enlists the support of company personnel, sales, services and management resources in order to meet and exceed account performance objectives and customer expectations.
• Meets assigned goals for DLS customer satisfaction Key Performance Indicators (KPI) with assigned customers.
• Proactively assesses, clarifies, defines and validates customer needs on a continuous basis.
• Make monthly business report reflecting an overview, areas of concern, ongoing activity and opportunities from all business streams from applicable customer and rigs
• Evaluate and follow up reports from the service engineers
• Identify sale leads for new equipment for assigned /KAM to follow up
• Keep all communication tools updated accordingly (e.g. SAP, Servicemax, FreshService)
• Identify aftermarket service and sales opportunities by assessing and defining customer requirements.
• Leads solution development efforts that best address customer requirements, while coordinating the involvement of all necessary support activities.
• Manage projects and take necessary actions to deliver within the approved budget, contractual conditions, and according to established company procedures and requirements.
• Lead by example and assume personal responsibility for HSSE, and QAQC
• Support DLS project management following Service Execution Model (SEM) Process and Procedures.
• Support of DLS Project Follow-Up (PFU) Handover and Warranty Claims.
• Support DLS Quality processes in support of Field Service, Spare Parts, Overhaul, and Equipment Upgrades.
• Support troubleshooting and resolution of quality related issues from: Original Equipment Manufacturing, Operations, or Maintenance.
• Provide customer service 24/7 support for Service Projects/Missions as well as expedite support for Rig Down Situations and communication or coordination of technical support.
• Coordinate and schedule with Service Manager to prepare Service Technicians for various field installations and commissioning work activities.
• Coordinate and transfer information, technical feedback & support to Equipment Product Responsible business units.
• Administrate quotation process Overhaul, Warranty, and Upgrade Quotations using SAP.
• Other duties as assigned

Skills and Requirements

• Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 12 years of relevant experience)
• Minimum 7 years of relevant technical level experience
• Minimum 2 years of management experience and leading organizations
• Drilling Equipment product knowledge
• Structural, Mechanical & Hydraulic product Knowledge
• Electrical, Instrumentation & Controls product knowledge
• Project Management Experience
• Service Management Experience and Contract administration of Filed Service, Spare Parts, Overhaul, and Equipment Upgrades.
• Bilingual (English and Spanish), proficient in speaking, reading and writing.
• Excellent analytical and problem-solving skills
• Ability to read schematics, layout and fabrication drawings
• Excellent customer service skills and attitude
• Proficient computer skills (Microsoft Office)
• Excellent technical expertise in oil field equipment
• Excellent communication and interpersonal skills
• Structured, co-operative, and service minded
• Ability to work in a team orientated environment
• Lead by example and assume personal responsibility for HSSE and Quality Assurance policies and procedures.

Location

Villahermosa, Mexico