Dresser-Rand Company

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Service Centre Manager

Service Centre Manager

Operations - Plant - Support
Position Level 
Manager (has direct reports)

More information about this job

Position Overview/Summary

This position is responsible for providing leadership and direction to the Service Centre personnel. The Services Manager works closely with the Branch Manager to ensure Dresser-Rand goals and objectives are met and accomplished. This position is also responsible for setting strategies to grow the Services business.

Position Qualifications (Required and Preferred)


  • Bachelor's degree minimum, preferably in a mechanical engineering discipline or related field
  • 10 years of related industry experience required
  • Computer knowledge (Word, Excel, MS Office, Explorer, Oracle and Adobe Acrobat)
  • Familiarity and experience with reciprocating, rotating equipment and steam turbine repairs is an advantage
  • Strong interpersonal skills
  • Strong communication skills, both written and verbal
  • Strong decision making skills with the ability to make difficult decisions
  • Familiar with invoicing practices with an understanding of margins and quoting


  • Excellent customer liaison and relationship skills
  • Ability to empower and motivate staff
  • Excellent performance management skills

Position Responsibilities and Duties

Key Responsibility 1: Safety, Quality, and the Environment

  • Responsible for creating a safe and friendly work environment
  • Responsible for ensuring quality and safety companywide and ensuring environmental policies are being followed by all personnel
  • Works safely and adheres to all policies and procedures
  • Responsible to attend and participate in all safety meetings
  • Responsible for completing Safety Reporting (i.e.: BBAs), ensuring Services Team completes required Safety Reporting, and correcting any safety concerns observed
  • Responsible for ensuring Services Team has completed all required safety training
  • Understands and adheres to the Dresser-Rand safety culture and environment
  • Responsible for the Services Team maintaining strong work connections with all Support Services Representatives to manage the quality program for the service centre
  • Responsible for quality assurance and ISO participation by reviewing audit results and developing a strategy to address weak areas

Key Responsibility 2: Service Team Management

  • Responsible for supporting Services Team by understanding processes and provide training on job flow processes and systems
  • Ensures Services Team is following proper processes and procedures in completion of work
  • Responsible for process of identifying and approving vendors for services with the support of Supply Chain Management
  • Responsible for Services Team producing quotes training on quote production as required
  • Coordinates manpower for the Repair Centre including shop personnel and support personnel
  • Manages tracking of annual project execution schedule
  • Continually identifies new procedures and ways to increase efficiency using lean six sigma principles
  • Identifies new equipment requirements to improve efficiency and AFE creation
  • Responsible for recruiting personnel with the assistance of Human Resources and Regional Manager
  • Responsible for ensuring Services Team follows local and corporate policies and procedures
  • Evaluates shop assessments and ensures Client Services Managers and Lead Hands are completing appropriate paperwork
  • Responsible to comply with all operational processes and policies, including but limited to: Configurator SVM, Hiring, Discipline, Time & Attendance, Purchasing Approval, Risk Approval Management (RAM), Terms & Conditions, Acknowledgements, Pricing, and Capital
  • Responsible for tracking on-time deliveries and ensuring client quality specifications are being adhered to
  • Responsible for performance management of all direct reports and ensures performance management is completed on all services staff semiannually and annually.

Key Responsibility 3: Services Bookings, Sales and OI

  • Ensure that all Key Performance Indicators (KPI) are met
  • Support the Regional Manager to direct sales force driving initiatives to grow bookings annually
  • Responsible for forecast work load cycles, bookings, and sales for Services
  • Responsible for ensuring team follows SVM requirements for quotes and solicits approval from management for quotes with discounting or lower SVM
  • Responsible for reviewing configurator and invoicing with understanding of the margins and expectations of the different product lines

Key Responsibility 4: Customer Communications

  • Responsible for the liaison with clients and Dresser-Rand Service Centre and is directly involved in improving relationships with customers as needed
  • Responsible for ensuring communication on technical requirements of repairs are of high standard and meeting both internal and external customer needs
  • Involved directly in Client discussions, as required
  • Facilitates quality and safety discussions with clients, especially in Warranty or safety incident issues
  • Required to complete all client PSRs


No agency submissions please. NOTE: Resumes submitted to any Dresser-Rand employee without a current, signed and valid contract in place with the Dresser-Rand Recruiting team in Canada will become the property of Dresser-Rand and no search fees will be paid.



Dresser-Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

Dresser-Rand is an equal opportunity employer.