Virginia Boas
Remote Monitoring Center Manager
KRUGERSDORP
Summary
With over 15 years of experience in industrial automation software and digital solutions implementations, I am a Monitoring Center Manager at Wabtec Digital Mine, where I lead a team to provide remote monitoring and optimization of mining industry operations. I am currently pursuing an Executive MBA from Henley Business School, building on my BTech Degree in Chemical Engineering and an Advanced Project Management Certificate.
My core competencies include defining requirements, industrial solution architecture and delivering business value to customers. I have successfully collaborated with mining customers to assist them in their digital transformation journey by implementing interconnected technology solutions that enable breakthrough levels of efficiency and performance. I am passionate about leveraging the power of Industrial Internet of Things (IIoT) to create innovative and sustainable solutions for the mining industry.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Remote Monitoring Center Customer Manager
Wabtec Digital Mine
Johannesburg
06.2023 - Current
- Customer manager responsible for ensuring that the Remote Monitoring Center runs in an efficient and productive manner to ensure increased customer satisfaction and retention
- Detailed responsibilities includes:
- Improve customer service experience, create engaged customers and facilitate growth
- Take ownership of customers issues and follow problems through to resolution
- Setting a clear mission for the monitoring center and deploy strategies focused towards that mission
- Develop remote monitoring workflow standards and service procedures and policies
- Recruit, mentor and manage customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Scheduled and attended meetings with clients and prospective clients as requested.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Developed and implemented standards for staff to provide consistent service to customers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed customer relations on ongoing basis to maximize customer retention.
- Made customers aware of current and new programs and services.
- Created training guides and in-person and online training courses to improve customer user experience in Case Management system environment.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Delegated tasks to existing support team members and used analytical tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
Lead Engineer
Wabtec Digital Mine
Johannesburg
10.2018 - 06.2023
- Customer and Subcontractor facing role focusing on the design, implementation, maintenance and support of the Digital Mine solutions to customers in the Sub-Saharan region
- Responsibilities in this role includes:
- Taking project lead and delivery ownership for solution delivery and implementations
- Specifications of customer needs, communicating about project approach and presents outcomes of research done
- Assist sales process with Solution Consulting and value assessments and writing assessment reports
- Provide field engineering support to ensure ongoing change management for solution implementation
- Primary onsite contact for the customer, Maintains relationships with diverse clients in a region
- Delivering and maintaining Digital Solutions and software implementations on schedule and within budget
- Suggests improvements in products, processes, and procedure
- Provided input to team lead regarding areas for process and procedural improvement.
- Conducted feasibility studies for proposed projects using potential ROI and risk management.
- Prepared action plans for problematic processes and assets.
- Developed cost estimates and project specifications for proposals.
Solution Consultant
BCX
Centurion
01.2018 - 09.2018
- In BCX’s new Digital Office which provides end-to-end digital solutions for industrial and commercial customers
- My primary roles and responsibilities include
- Assisting with assessing new partners capabilities and solutions and onboarding these partners’ solutions into the BCX cloud
- Consulting with the customers to understand their business strategies and design end to end value chain solutions that will meet the customers’ needs
- Conducting assessments of various vendors technologies and align best fit for different verticals and customers
- Collaborating with the internal BCX development teams to quickly prototype and provide solutions to customers if the best fit for the customer cannot be matched to already existing solutions in the market
- Involvement in information sharing sessions with the internal Chief of Revenue office for the team to understand IoT/IIoT technologies that they can take to and discuss with their customers
- Acting as a coordinator of activities in the Chief Digital Office to ensure the teams are all aligned and there is no duplication of activities within the teams
- Working with IoT.nxt to design industrial IoT solutions
- Developed post-sale technical processes for installation and technical support.
Solution Architect
GE Digital
Johannesburg
06.2015 - 11.2017
- Member of GE Digital team in South Africa which focuses on assisting customers with their Digital Transformation journey using and supporting GE Digital Sales team to reach goals set for the region
- Responsible for various pre-sales tasks which include customer site assessments, outcome workshops, value calculations, solution architecture and roadmaps
- Supporting sales with solutions technical presentations and doing software demonstrations, replying to customer requests for information (RFIs), generating technical part of the proposal and assisting with the quoting
- The "go-to" person for Brilliant Manufacturing Solutions also have a sound knowledge of the Predix Platform, Industrial Cyber Security, Automation and the GE's Legendary Intelligent Platform solutions
- Taken up the role of presales Deal Management with the Mining Business Unit to help improve the sales process, keep track the deal progress and keeping the customer on the loop.
MES Solutions Consultant
GE Intelligent Platforms
Johannesburg
08.2014 - 05.2015
- Performing MES Technical product presentations to new and existing customers
- Consultancy in the best use of GE IP software products- Performing
- Customer needs analysis & value proposition generation
- Generate Solution design / architecture
- Assisting in creating content for bid proposal documents
- Performing Site implementation of MES pilot projects
- Preparing vertical market MES demos, and modify to customer needs
- Training of customers and internal team
Advanced Solutions Engineer
Honeywell Automation and Control
Johannesburg
05.2006 - 11.2013
- Involved in various execution projects within an organization that required extensive travelling in and outside the country, working long hours as well as constant interaction with the customer to ensure that projects are executed with appropriate standards, quality, schedule
- Activities included
- Determining clients’ needs and then compile, present and demonstrate alternative technical solutions based on our chosen product offerings
- Gathering required prerequisites (e.g
- Design inputs, tools, documentation, deliverables, schedule, and budget) are in place prior to commencing work
- Providing training, support and troubleshooting software solutions to ensure client success
- Dynamic Process Modelling to test solutions on the simulator before implementing onsite
- Configuring DCS Hardware and Software- Ensuring that the engineered solution meets project requirements in terms of functionality, supporting documentation and implementation process
- Interface and Support software platforms developed by other vendors
- Conduct DCS Application FAT according to approved pre-FAT and FAT procedures
Education
Masters in Business Administration - Business Administration
Henley Business School
Johannesburg 05.2021 - Current
Post Graduate Diploma - Management Practice
Henley Business School
Johannesburg 07.2019 - 11.2020
Certificate: Advanced Project Management -
University of Johannesburg
Johannesburg 01.2017 - 12.2017
BTech - Chemical Engineering
Cape Peninsula University of Technology
Cape Town 06.2002 - 12.2005
Skills
SKILLS & COMPETENCIESClient assessment and analysis
Outcome selling and value assessment
Analytical problem solvingBusiness case developmentIndustrial Internet of ThingsCloud PlatformsPowerBIProject ManagementIndustrial Process Automation & SimulationPartnerships HandlingInfluencing Skills - GE CrottonvillePresenting with Impact and Clarity - GE CrottonvilleOperations Performance Management – GE DigitalAsset Performance Management – GE DigitalIntroduction to SQL - Leading EdgeWinning Sales Formula - Sales GuruSix Sigma Green Belt Course – HoneywellTMARA Product Market Fit – BCXCustomer Relations
Staff Management
Schedule Management
Inter-department collaboration
Training and mentoring
Accomplishments
- Member of the team that implemented and commissioned Smart Ore Movement project at the Vedanta Zinc International Gamsberg Mine successfully in the Northern Cape, South Africa – which was the first phase of the Digital Transformation journey for the site
- Bravo Award for dedication and commitment to long commissioning hours to ensure the project was on schedule, enduring tough working conditions away from home, acting as a commissioning lead for a systems project in Guinea, West Africa
- Received the customer's accolades for being able to commission a plant successfully even when the French language was a barrier
- Worked with a team of UK experts in the UK for 12 months, building the process simulation of the Sasol’s 16 Reforming Units that was used to test the APC impact on the real process before APC was to be implemented
- This simulator proved to be a real success as it served the purpose it was meant for and was later used as a test bed for any change in the process
- Landed 3 operator training simulator orders for Honeywell by completing Technical User Requirements documentations, travelling with the sales team to demonstrate the simulator software capabilities, and doing estimates for these projects
- Orders were for Sasol’s Catalytic Cracking Unit upgrade, Eskom Operator Training Simulator upgrade as well as the Engen Generic Simulator.
Timeline
Remote Monitoring Center Customer Manager
Wabtec Digital Mine
06.2023 - Current
Masters in Business Administration - Business Administration
Henley Business School
05.2021 - Current
Post Graduate Diploma - Management Practice
Henley Business School
07.2019 - 11.2020
Lead Engineer
Wabtec Digital Mine
10.2018 - 06.2023
Solution Consultant
BCX
01.2018 - 09.2018
Certificate: Advanced Project Management -
University of Johannesburg
01.2017 - 12.2017
Solution Architect
GE Digital
06.2015 - 11.2017
MES Solutions Consultant
GE Intelligent Platforms
08.2014 - 05.2015
Advanced Solutions Engineer
Honeywell Automation and Control
05.2006 - 11.2013
BTech - Chemical Engineering
Cape Peninsula University of Technology
06.2002 - 12.2005