Customer Service Operations Associate Jobs in Conroe, TX

VALVE SERVICE OPERATIONS DIRECTOR

The Valve Service Operations Director will lead and drive the Celeros FT Valve Services Organization, enabling sustained growth, profitability, market share, and customer satisfaction through efficient operational execution for services of the valve portfolio product lines. 

This role contains a mix of operational and commercial-focused activities, with the individual having overall responsibility for end-to-end valve services operations fulfillment combined with managing and structuring the team and processes to support sustained valve services growth.

This involves working at both a strategic and tactical level across global valve markets and regions, including supporting the associated parts, services, and flow control products. The global markets served by Celeros FT are focused on, but not limited to, oil & gas, nuclear power, conventional power, renewable power, petrochemical, and Industrial sub-segments.

Success in this role requires a comprehensive understanding of market conditions and customer needs for valves services, combined with prior robust valve service center operational experience. The incumbent will engage in and reflect a culture of strong leadership, innovation and continuous improvement, talent development and disciplined practices and processes that deliver results.

DUTIES AND RESPONSIBILITIES

Operations Management:

• Overall responsibility for all Valve Service Center Operations. Primary focus on US Valve Services
  • Secondary Focus on Middle East and European Valve Services
• Management of Valve Service Teams
  • Workshop – Houston and Jenks
  • Field Services – Global UK / KSA / UAE
• Review, define, and optimize workflows and valve services processes to maximize efficiency, reduce turnaround times, and improve productivity.
• Ensure all work is performed to the highest quality standards, adhering to industry’s best practices, safety regulations, and customer specifications.
• Working with Manufacturing Facility management and operational teams to ensure seamless availability of parts.
• Drive continuous improvement in process, communications, and system interaction between valve Service groups and the global manufacturing operations (“GMO”) to ensure timely availability of parts and labor to fulfil client orders.
• Implement and monitor key performance indicators (KPIs) to track operational efficiency and identify areas for improvement.

• Ensure compliance with all relevant environmental, health, and safety (EHS) regulations and company policies.
• Work with supply chain to develop suppliers to ensure timely and cost-effective procurement of parts and materials.

Financial Management:

• Develop and manage the service line budgets, ensuring financial targets are met or exceeded.
• Monitor and control expenses, identify cost-saving opportunities, and optimize resource allocation.
• Analyze financial performance, generate reports, and provide insights to senior management.
• Partner with global financial teams to monitor, optimize and report on monthly P&L performance across key metrics – Orders , Revenue , OTD, Past Due Backlog and Cash.

Commercial and Customer Service:

• Collaborate with the sales team to develop and execute regional service sales strategies including supporting client visits where required.
• Build and maintain strong relationships with existing and new customers, understanding their needs and providing tailored solutions.
• Ensure exceptional customer service is always provided, addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Support warranty and Valve NCR resolution in combination with Valve AM Engineering Lead.
• Define and develop the sales quotes process and tools to meet customer quote expected cycle times.
• Facilitate and participate in Customer Training Programs as outlined and developed within new service introduction (“NSI”) programs.

Team Leadership and Development:

• Recruit, hire, train, and mentor a high-performing valve team.
• Foster a positive and productive work environment, promoting teamwork, accountability, and continuous improvement.
• Conduct performance reviews, provide constructive feedback, and identify opportunities for professional development.
• Ensure adherence to company policies, procedures, and Business Code of Conduct.

Valve Services Product Line Aftermarket Strategy and Planning

• Work closely with Global Product Management to gather and analyze market, customer, and competitor intelligence to identify and quantify opportunities for growth and margin expansion in existing and adjacent aftermarket routes to market.
• Identify and justify new value-add aftermarket value stream programs across valve services.
• Gather the voice of customers & insights of key stakeholders.
• Develop business cases and determine feasibility to achieve aftermarket revenue growth and profitability targets in line with business strategy.

New Services Development – Voice of Customer Aftermarket Focused

• Develop and oversee plans for New Service Introduction (NSI) launch for Valves product lines, adopting appropriate tools and templates according to Celeros FT standards.
• Quantify commercial opportunities for AM valve service growth and existing service improvement opportunities.
• Assist with development of promotional strategies based on marketing research and competitive analysis; Implement these strategies in conjunction with Sales and Marketing to establish and maintain and grow market position.

Metrics

• Product line Valve Services Aftermarket Revenue versus Annual Operation Plan (AOP)
• Product line Valve Services Aftermarket profitability; global and regional
• Product line Valve Services Aftermarket Order intake; global & regional
• Quote and Revenue Cycle Time versus Market Expected Lead time (MELT)
• Customer satisfaction (VOC)
• Timely Execution of defined AM Programs and NSI launches

KNOWLEDGE, SKILLS & ABILITIES

• Operational: In-depth knowledge of Pipeline Valve Service Business Operations
• Operational: Familiarity with control valve workshop / field service operations
• Operational: Process Improvement 
• Financial: Product line Profit & Loss (P&L) management and forecasting
• Commercial: Business case development
• Commercial: Service Route to Market and channel strategy development
• Leadership: Team management, Matrix Team management experience
• Leadership: Divergent thinking, Courage, Creativity 

EDUCATION AND EXPERIENCE

Required

• Prior experience in managing a Valve Service Center Operation
• Bachelor’s Degree in Engineering, Business Development, or related field
• Five plus years of relevant experience in industrial / manufacturing environment
• Product and market knowledge in Power and Energy sectors

SALARY RANGE - 175-185k+ based on experience. 

WHAT WE DO

Celeros Flow Technology is helping to engineer a more sustainable future by developing products for emerging carbon capture and storage applications, new nuclear and renewable energy, while supporting existing customers in decarbonizing their operations. Our full lifecycle solutions are designed to reduce emissions, optimize operational efficiency, and deliver sustainable returns. Together, we can create a safer, more resilient, and cleaner energy future.

WHY JOIN OUR TEAM

Providing great benefit choices to you and your family is just one of the many ways Celeros Flow Technology supports the physical, financial, and emotional well-being of the people who make our company successful – you!

Key benefits include:

Health Insurance (effective on start date)

Dental/Vision (effective on start date)

Flexible Spending Accounts/Health Savings Accounts

Life Insurance/Disability/Accident/Critical Illness

401(k) Savings Plan with generous company match

Tuition Reimbursement

Paid time off/Generous Holiday Schedule

Celeros Flow Technology is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical cond