Digital Solution Centre Manager

Digital Solution Centre Manager - India

Digital Solution Centre Manager - India

About Us:
In Alfa Laval, we are every single day contributing to a more sustainable future for our planet through engineering innovation. Our global team designs and implements the refining, recycling and purifying process that allow our customers to be better themselves. You will find our work in leading applications for water purification, clean energy, food production, waste processing, pharmaceutical development and much more. The people of Alfa Laval enjoy the freedom to pursue ideas and the resources to see those ideas to become reality, in an environment that welcomes drive, courage and diversity. The result is a company where we all can be very proud of what we do.

Our core competencies are in the areas of heat transfer separation, and fluid handling. We are dedicated to optimizing the performance of our customers' processes. our world-class technologies, our systems, equipment and services must create solutions that help our customers stay ahead.

Please feel free to peruse our website www.alfalaval.com

Key Responsibilities

QHSE Culture & Team Leadership

• Secure a strong QHSE culture within the team.
• Ensure high quality standards and adherence to Service Level Agreements (SLAs) for customers through Monitoring Services or Service Agreements.
• Lead the team by providing clear direction and fostering a strong customer-oriented mindset.
• Develop, motivate, and coach direct reports, ensuring proper competence development.
• Own the entry channel and triage stage of the Digital Solution Center for both emergency and scheduled responses.
• Address and manage basic performance issues within the team promptly and appropriately.
• Work closely with the Field Service Manager to select FSE hybrid roles with the correct skills for scheduled responses.
• Conduct employee reviews for DSEs, including updates to competence profiles and skills matrices as needed.
• Ensure the team is equipped with the right tools, and that these tools are fit for purpose.
• Lead change management initiatives to facilitate the internal and external adoption of Remote Services and Monitoring Services support.

Technical Service & Support

• Perform remote and on-site installation and commissioning of various types of decanters and separators.
• Provide remote service and troubleshooting for decanters, separators, fillers, ThinkTops (valve feedback units), positioners, control panels, and various types of instrumentation.
• Monitor and maintain connected equipment/IoT devices via cloud-based remote support, assisting customers during breakdowns and performance issues. Conduct FAT (Factory Acceptance Testing) and CAT (Customer Acceptance Testing).
• Deliver effective and timely technical support and services to customers.
• Support project and engineering teams with FAT execution aligned with Functional Design Specifications and provide remote troubleshooting.
• Coordinate with cross-functional teams to ensure seamless workflow and timely fulfilment of customer requirements.
• Engage with customers through targeted webinars and collaborate with sales teams to effectively showcase Alfa Laval’s advanced service capabilities.
• Manage resources and suppliers to ensure timely execution of deliverables and swift resolution of customer issues.

What you can be?

• Engineering Degree- Mechanical /Electrical with minimum 8-12 years of working experience

• Knowledge of Health, Safety & Environment in industrial manner.

• Knowledge of rotating equipment, Heat Transfer & fluid equipment’s.

• Knowledge of good mechanical maintenance practices.

• Knowledge about various type of mechanical measuring instruments.

In this role you will be reporting to Service Operations Manager of Alfa Laval India

Why should you apply

• We offer you an interesting and challenging position in an open and friendly environment where we help each other to develop and create value for our customers.

• Exciting place to build a global network with different nationalities to mingle and to learn.

• Your work will have a true impact on Alfa Laval’s future success, you will be learning new things every day.

We care about diversity, inclusion and equity in our recruitment processes. We also believe behavioural traits can provide important
insights into a candidate's fit to a role. To help us achieve this we apply Pymetrics assessments, and upon application you will be invited to play the assessment games.

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Experience Level

Senior Level