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Service Engineering Manager: Digital Products

Company: Flowserve
Location: Saratoga Springs
Posted on: September 6, 2021

Job Description:

Job Description:

This Service Engineering Manager-Digital products (SEM), leads and directs the Digital Product (DP) engineering and technical resources to support all level 1 front line staff.  (Sales engineers, Application Engineers (AE) in Commercial Operations, QRC personnel, and customers).
The RSEM leads the team of problem solvers in resolving issues in regard to Digital Product applications in the field and at customer sites to get the resolved as quickly as possible.  This is done by insuring the most accurate data is collected by the Digital positioner specialists and technicians so that an accurate picture of the problems in the field are clear and understood.  The goal is to get to the heart of each problem immediately and then solve the problem locally.  If this can’t happen, then the digital product specialist is to help integrate level 3 support to get the problems resolved ASAP.   This includes assisting and providing direction to the field technicians (internal or external) so we can arrange a very detailed return to the factory so the history of what occurred is well documented and can be actioned immediately once it arrives at the level 3 factory.  
In this specific role there is a focus on Digital Product as a global product and develops tools and processes for digital product AM globally.  Reading and interpreting the data from tools like Valve sight, Profiler and other diagnostic tools and methods, to establish a training program to grow the use of digital positioner diagnostics tools for planning re-work and maintenance effort that can be actioned in turn around planning as well as in the field trouble shooting.  They leaders manages and assigns digital product specialists to resolve digital product problems as requested by customers via the AE’s or sales engineers.  They assign digital product specialists to assist the AE’s to help build proposals/quotes as required.  They lead the 2nd level digital team in the FLS technical interpretation of specifications, procedures, policies, quality, and equipment reliability to concerned parties. The Regional Service Engineering Manager may have team members initiate and support field efforts but does not perform project management duties.  


Standard Accountabilities
  • Assigns and leads the Digital Product Specialists level 2 support as needed to help resolve issues in the field.
  • Assign and lead the level 2 Digital Product team in the support of AE’s application engineering with trouble shooting and/or proposals for HART, FFB or other communication protocals.
  • Ensure the team members are trained and competent on key tools for the business Utilizes key tools to complete tasks (Valve sight, Profiler, FDT DTM, Pact ware, etc ERP system, etc)
  • Teach and lead the Level 2 Digital Product Engineering efforts to support to the QRC operations. Escalate problems to level 3 when required. 
  • When problems rise to level 3 CV direction, capture what was learned to help develop the capability of the team members to become more self-sufficient. 
  • Key member of the TAR support & planning for CV Digital Product
  • Implements ways of adding value so we can charge the customers for the use of Digital Product Field Service Engineering Specialists 
  • Assign and lead the CV TAR walk downs for Digital Product when needed
  • Maximizes the utilization of GTEC-Bangalore as a key part of this level. 
Specialized Accountabilities
  • This role will have some global responsibility.  To help coordinate many of the incoming challenged that require communication between the customer, field support, QA, RMA team engineering, manufacturing, engineering and assembly and test
  • Integrate Quality as part of the Digital Product team and develop it so it can implement across the balance of Service engineering.  Manage the key quality team members in the team to grow this effort. Lead the efforts to utilize the RMA and CAR systems to take out the unknowns and lack of communication and ownership in the process.  
  • Identify upgrade opportunities and support the generation of technical proposals to support such upgrades. Liaise/collaborate with Digital Product L3 or factory support when needed for complex projects.  Support technical and commercial justification analysis.
  • Responsible for failure analysis reports of specific jobs, when required.  Work with Digital Product Level 3 and follow CV level 3 instruction as needed for more complex projects
  • Support Digital Product sales to present FLS technical capabiliities to Customers
  • Supports the QRC concerning all Digital Product engineering issues including but not limited to NCR disposition, supporting machinists and supporting shop mechanics during assembly.



Keywords: Flowserve, Orem , Service Engineering Manager: Digital Products, Other , Saratoga Springs, Utah

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