About the job
We are actively hiring multiple SMEs in PdM, Machinery Health Monitoring, Vibration Analysis, and Asset Behavior & Performance Analytics to further strengthen our support team worldwide.
You will be our preferred candidate if you have 10+ years of machinery experience in the O&G (upstream, midstream, refining), Energy, Powergen, and Petrochemicals industries.
Critical prerequisite: ISO Category III or IV Vibration Analyst Certificate.
Job Responsibilities: Own and lead all aspects of customer technical support for our APM/PdM Cloud platform, focused on rotating and reciprocating equipment in the oil & gas, energy, and powergen industries, to ensure customer success and high ROI from their use of Shoreline AI APM/PdM platform.
As our Customer Success Manager, you will be responsible for driving adoption of Shoreline AI platform across various stake-holders, maximizing customer lifetime value (ROI) by ensuring clients achieve their desired outcomes.
Please see additional details below:
- Providing technical support during customer onboarding, initial training, project kick-off, and sensor deployment for existing and new customers.
- Provide on-site (as and when required) and remote technical support throughout the duration of customers machinery monitoring contract, including machinery diagnostics support for all kinds of plant machinery.
- Supervise, check, and confirm the correctness of sensor installation, including validation of machine kinematics data, load parameters, alarm threshold configuration, and data quality for all types of rotating and reciprocating machinery.
- Work with software/product/cloud-platform/AL&ML engineers in the company to ensure relevant anomaly-detection, AI/ML models, and anomaly-detection-algorithms are appropriately deployed for all monitored assets.
- Deliver customer training with emphasis on rotating and reciprocating machinery diagnostics, alarm interpretation, and timely advisories for failure prevention.
- Work closely with customers key stakeholders to maintain good visibility of delivered value from our program. Lead customers/internal key stakeholders in developing success stories for internal and external publications.
- This role reports to the Global SVP of Customer Support Services.
Qualifications & Experience.
- Critical prerequisite: ISO Category III or IV Vibration Analyst Certificate.
- Experienced Plant / Machinery / Reliability / Maintenance engineer with 10+yrs industrial experience.
- You will get considerable preference if you've worked in the O&G, Energy or Petrochemicals industry as a Vibration Analyst and/or RCM/PdM/Maintenance Technician / Engineer / Manager.
- 4-year college degree (preferred) in Mechanical Engineering.
- A minimum of 10 years of experience involving machinery vibration analysis.
- Familiarity with design, operations, and/or maintenance of rotating and reciprocating plant machinery equipment will be considered a plus.
- Proficiency in using computer software, with experience in using, deploying, and/or supporting Condition Monitoring / Vibration Analysis Software, CMMS/RCM systems, and/or similar cloud-hosted industrial applications in industrial maintenance and/or operations.
- Demonstrated exceptional data analysis skills, and/or data-science experience will be a plus.
- High proficiency in interacting, influencing, and guiding internal and external stakeholders, with excellent written and verbal communication skills.
- With the ability and willingness to work in synch with customer availability in the US and availability of the Shoreline engineering team in India.
- Ability, willingness, and availability to deliver as per tight schedules.
