Technical Manager – Isolation Valves

About the role

Emerson is seeking a Technical Manager to lead After‑Sales Customer Support, Local Value‑Added Services, and Operational Excellence for its Isolation Valves business across the Middle East and Africa. The role focuses on enhancing customer satisfaction, driving aftermarket growth, and improving regional service capabilities through close collaboration with sales, PMO, lifecycle services, factory teams and external partners.

Key responsibilities

• Lead regional customer support processes for technical inquiries, complaints, warranty issues and field support.
• Establish governance for complaints, support requests and field issues, ensuring timely resolution and proactive communication.
• Conduct Root Cause Analysis (RCA) and implement corrective and preventive actions.
• Provide technical guidance for warranty and non‑warranty activities, manage warranty cases and trend analysis.
• Monitor customer‑care KPIs, issue‑resolution performance and escalation management.
• Partner with Sales and Application teams to identify installed‑base opportunities, generate aftermarket demand and develop competitive displacement strategies.
• Conduct site walk‑downs, assess replacement, upgrade, automation and service opportunities.
• Design and deliver product, service and maintenance training programs for internal and external customers.

Required profile

• Minimum 10 years of relevant experience in after‑sales support, warranty management and technical service for industrial valve products.
• Proven ability to lead cross‑functional teams and manage complex technical issues.
• Strong analytical skills with experience in RCA and continuous improvement.
• Excellent communication skills for customer interaction and internal coordination.

Required skills

• Continuous improvement methodologies
• Lifecycle services
• Commissioning
• After‑sales support
• Valve integration testing
• Maintenance troubleshooting
• Technical training programs
• Warranty management
• Valve automation
• Root Cause Analysis