The Service Specialist is responsible for managing customer accounts, overseeing field operations, and ensuring successful delivery of services in line with contractual commitments. This role focuses on driving customer satisfaction, identifying value creation opportunities, ensuring operational excellence, and maintaining strict adherence to safety, compliance, and Baker Hughes’ core values.

Key Responsibilities

Accounts & Customer Management

• Serve as the primary point of contact for clients throughout job preparation, execution, and close-out phases.
• Manage customer relationships to ensure overall business success and long-term partnership.
• Oversee Field Specialists supporting the account and coordinate their activities.
• Identify and drive indirect upselling opportunities across assigned accounts.
• Ensure high levels of customer service, value creation, and effective communication.

Operations & Service Delivery

• Plan, coordinate, and monitor all job activities in line with MTJC (Master Technical Job Checklist) across organizational boundaries.
• Schedule and dispatch resources in alignment with job requirements and operational priorities.
• Ensure all activities are executed based on predefined contracts, quotes, and frameworks, with appropriate flexibility when required.
• Contribute significantly to the development of the annual operational plan for the department.
• Follow standardized project execution processes and ensure adherence to operational guidelines.

Technical & Process Excellence

• Provide guidance on technical issues and ensure activities align with established procedures and specifications.
• Recommend improvements in products, processes, and procedures to enhance efficiency and performance.
• Work collaboratively with business unit teams to deliver integrated solutions.
• Ensure proper adherence to Management of Change (MOC) processes and escalate risks when necessary.

Risk Management & Escalations

• Identify and promptly escalate issues that may impact service delivery or customer objectives.
• Ensure compliance with client requirements while safeguarding Baker Hughes’ operating standards and product limitations.
• Manage deviations from standard procedures in accordance with defined processes and approvals.

Commercial & Financial Accountability

• Ensure assigned contracts and quotes are fully understood and executed effectively.
• Validate that invoicing aligns with contractual agreements, avoiding revenue leakage.
• Support timely cash collection and financial closure of projects.

Health, Safety & Compliance

• Prioritize the health and safety of personnel, the environment, and operations at all times.
• Conduct all activities in line with Baker Hughes’ non-negotiables, HSE policies, legal requirements, and cultural pillars.
• Ensure compliance with all company standards and client-specific safety protocols.

Qualifications & Experience

• Bachelor’s degree in engineering or a related technical discipline.
• Proven experience in account management, field operations, or technical services (Oil & Gas preferred).
• Strong understanding of service delivery, contracts, and customer engagement practices.

Skills & Competencies

• Strong leadership and coordination skills with the ability to oversee field teams.
• Excellent customer relationship management and communication abilities.
• Strong problem-solving and decision-making skills under operational constraints.
• Good financial and commercial awareness.
• Ability to work within structured processes while maintaining flexibility in execution.

Work Environment & Scope

• Operates within predefined contractual frameworks and standardized processes.
• Engages with targeted clients and works under guided supervision with some autonomy in planning and execution.
• Collaborates cross-functionally across business units to deliver operational and customer success.

Work in a way that works for you
 

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:.

Working with us
 

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.
 

Working for you
 

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:
 

• Contemporary work-life balance policies and wellbeing activities
• Comprehensive private medical care options
• Safety net of life insurance and disability programs
• Tailored financial programs
• Additional elected or voluntary benefits

The Baker Hughes internal title for this role is: Services Professional - Field Svc Ops - UC