Job Category: Service Operations:Brief :Manager Service Operations:
Proactively plan, organize and manage a 24/7/365 Regional Operating Centre that meets & exceeds customers' requirements, Company quality standards, and achieves agreed targets and level of profit.
Be responsible for all back-office aspects of the ROC within the Western Europe/EMEA, Switchgear Sector. You will be responsible for Service Sales, Scheduling, Customer Support, Supply Chain, Training, Tech Support & the local Service Projects team.
With your excellent technical understanding of the Critical Power infrastructure, as Service Manager you must be commercially astute, with the ability to understand how our clients' business works.
Be able to lead and generate respect and motivation, within a multi-disciplined team, and have a sound theoretical and practical understanding of Service Management principles, along with first class relationship building skills.
Responsibilities and Measurement Criteria with Time investment Needed on Each: -(This will describe the overall core responsibilities of the role, decision making responsibilities etc.)Service Performance & Delivery
Manage our customer's expectations to the pre-defined levels of service.
Analyze service level trends and implement service improvement programs where necessary - driving for excellent customer service delivery.
Foster good customer relations to ensure continuous workflow through the Regions facilities.
Take a proactive approach to client asset management, servicing the clients' future requirements in the technical infrastructure and service demand.
Create an environment in which personnel are encouraged to contribute to the development of the Service Department and their own careers.
To support with the overall departments Forecasting & Service annual Sales budgets.
Act as a point of escalation for operational issues escalated to yourself.
Provide consistency across your teams in the delivery of services ensuring our processes and procedures are implemented and adhered to.
Proactively feedback on resource levels, delivering services within budget and seeking to improve utilization whilst maintaining staff morale.
Enhance scheduling and stock strategies to meet planned and re-active demands.
Support the customer feedback review process.
Ensure any released factory change notices are fully implemented in the field swiftly and the actions are recorded - improve the FCN process
To support all Installation/Start Up activities ensuring Oracle Install Base is created and the local Operating units ability to support Start Up is notified as soon as the Product order is won.
QHSE
Assist as necessary with the registration of all sites to Quality, Health and Safety management standards.
Assess and control all risk (health, safety and environmental) identified for all standard activities and premises. Identify and comply with all relevant legislation.
Ensure all our suppliers, contractors and subcontractors are vetted, approved and appropriate for use.
To ensure premises are suitable for use.
Ensure safe working practices with appropriate procedures, prevention measures & precautions are in place.
Reduce adverse events; incur no lost time events or high severity events.
To minimize gas & electricity consumption, reduce landfill waste and incur no major environmental events. Drive for environmental improvements in the way we work.
Ensure that all adverse events identifying and implementing improvement action as appropriate. Ensure that your premises and fire safety arrangements are in line with company standards.
To increase awareness of the management system and elements of operation. E.g., health and safety and environmental management.
Human Resources
Assess training requirements to ensure all staff have the required skills to efficiently undertake their duties.
Ensure that individual facilities have the required skilled and experienced personnel to meet their budget and objectives.
Develop and agree the personal objectives of key Service staff within the operational unit to achieve their section's budget and targets.
Ensure annual appraisals & Talent Reviews are undertaken in a timely fashion
To regularly maintain a Competency Matrix for all the functions and staff you employ.
Communicate regularly and effectively with staff working on the respective client services to ensure they are kept informed of, and encouraged to be involved in, all relevant client-related activities.
Lead business teams to have stable, manageable, repeatable work practices - promoting overall employee wellbeing and providing recognition for good performance
To ensure absenteeism is minimized.
Reporting
To ensure the delivery of KPI's
All KPI's and reports will be discussed and agreed with yourself. Examples of areas to be reported upon are, Contract Renewals/Attachment, Non-Contract Sales/Orders, Gross Profit, Planned Maintenance Backlog, Response Time, First Time Fix, Stock, Warranty claims etc.
Future Objectives
Support with the development of a 3-Year Plan for your back-office Regional Operations Centre to accomplish the primary purpose of the job and its financial objectives.
In line with the above you are to develop training and succession plans for your direct reports.
Qualifications:Required/ Minimum Qualifications:
At least 5-10 years experience in the Electrical / Electronic support industry in a range of positions to give a high level of knowledge of, service provisioning, Customer management and Safety Procedures.
HNC / HND in a Mechanical or Electrical / Electronic engineering / or equivalent.
Additional / Preferred Qualifications:
Strong financial management & IT skills.
Strong focus on customer satisfaction and long-term customer relation building.
Excellent organizational and time management skills.
Excellent written and verbal communications.
Commercially astute with good negotiation skills.
Ability to successfully interface with various departments and personnel in potentially stressful situations.
Proven Team Leader with ability to inspire top performance.
Physical & Environmental Requirements:
None
Time Travel Needed:YesAbout the Team:Work AuthorizationNo calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.Equal Opportunity EmployerWe promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.