Service Manager

Company Description

John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, bearings, filtration systems, and predictive digital monitoring technologies.

We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards.

John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security & defence, space & aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries.

Job Description

Reports to:
Sales & Service Manager

Supervises:
Reliability Engineers / Service Engineers

Key Relationships:
Internal and external stakeholders across operations, sales, and customer service functions.

The Service Manager will work with the front-line sales forces and Customer's Technical Representative at each account to improve the equipment reliability and decrease the Total Cost of Ownership by carrying out the following:

Create and Maintain Equipment Database:

• Track MTBF for the specific customer accounts, especially for bad actor equipment's
• Provide reports, which include graphs showing MTBF improvement trends.
• Provide activity reports listing all "bad actors" by customer sites, for existing and new project sites.
• Make recommendations, which will lead to an MTBF improvement and plant-wide seal standardization where appropriate.

Provide Root Cause Analysis and Make Recommendations for Improved MTBF:

• Facilitate Root Cause Analysis as required.
• Record observations and provide analysis, conclusions, and trends of failure modes.
• Assist with systems analysis and review operating conditions of rotating equipment to determine the effect on wet seals and gas seals/equipment reliability (Pumps/Compressors)
• Make recommendations to improve MTBF.
• Extensive travel at customer interior sites as and when required, existing customer sites and new project sites.

Additional Duties:

• Obtain a full set of Process Flow Diagrams for the processes in the area, study and understand them.
• Provide training for maintenance and operations personnel as requested.
• Assist with seal (WS/DGS) and support systems selections on new capital projects.
• Provide WS/DGS specifications and selection guidelines as requested.
• Maintain a master set of seal drawings for the equipment supplied with company products.
• Participate in monthly/quarterly meetings with Customer's management to review progress and results for identified bad actor equipment's.
• Should be able to engage effectively with various stakeholders in a large organization,
• Has a thorough knowledge of pumps/compressors construction, hydraulics, and wet seals/gas seals/support systems.
• Understands the needs from the customer, is pro-active in solving problems.
• Has good influencing skills and is receptive for feedback.
• Has above average communication and negotiating skills (both oral and writing).
• Revaluate failures, has good trouble shooting skills (systematic and analytic problem solving as well technical as organizational- by using structured RCA techniques).
• Vibration Certified CAT II (Preferred and can be added advantage for the candidate)
• Provide support at customer internal workshops or sites for a disassembly, inspection, bad actor analysis or assembly of seals.
• Conduct unit checks daily to support equipment reliability, especially for bad actor equipment till problem gets resolved.
• Examine operations shift logs on a shift basis to ensure that equipment is operating reliably and to ensure that we are aware of any potential problems both from an equipment and production point of view.
• Ensures quality & safety within functions/ tasks performed by himself/herself and staff reporting to him/her.
• Responsible for exercising due diligence towards health & safety of self and others within the organization.
• Ensures compliance with the applicable HSE instructions, requirements, laws and regulations received from customers, regulatory and statutory bodies.
• In addition, when not engaged in field activities, the Reliability Manager will carry out the office based duties defined for retrofit/upgrade of wet seals, gas seals mainly voering Applications Engineer role.

Key Competencies

• Bachelor's degree in mechanical engineering or a closely related field.
• 12–15 years of relevant experience in mechanical engineering, with a focus on field service management and application engineering.
• Deep technical knowledge of rotating equipment, including pumps, compressors, and mechanical seals.
• Strong expertise in performing failure investigations and root cause analyses.
• Comprehensive understanding of John Crane products and their applications.
• Strong commercial acumen coupled with advanced technical problem-solving skills.
• Excellent communication, presentation, and stakeholder management abilities.
• Hands-on field experience supporting customers with reliability and maintenance issues.
• Fluent in English.

Additional Information

Why John Crane?

• Global Impact:
  As part of
  John Crane, a division of Smiths Group
  , you will contribute to cutting-edge sealing solutions that drive efficiency and sustainability across critical industries worldwide.
• Career Growth:
  Unlock opportunities for
  professional development and career advancement
  within John Crane and the broader
  Smiths Group
  , fostering continuous learning and growth.
• Innovative Culture:
  Be part of a
  collaborative and forward-thinking
  environment where
  innovation is encouraged
  , and your expertise is valued in shaping the future of sealing technology.

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career's website (Careers - Smiths Group plc)