Brief Job Description: 

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 Sales

• As part of a team you will be tasked with reviewing and developing Vertiv & E&Is service remedial & contract sales offerings for the range of products/services.
• As part of a team you will be tasked with reviewing and developing the SOW documentation, processes, sales tools and supporting literature for the sale of our offerings.
• Your team will be the day-to-day contact for our Operating Units service sales teams activities in the region. 
• Your team will own Contract attachment & Renewal Quotations/rates for Western Europe/EMEA.
• Your team will be required to prepare & submit quotations for remedial, reactive & proactive opportunities. Such offering are: Repairs, Refurbishments, Consumable replacements, Training, Mods, Upgrades, equipment upgrades, commissioning’s, Surveys, Babysitting, IST, etc.
• Liaison by telephone with internal & external customers, suppliers etc.
• In conjunction with the Operating Unit Sales team, you will support with the proactive liaison and negotiation with customers regarding follow up & closure of outstanding quotations.
• You will be a key contributor in the future Western Europe/EMEA Switchgear Service strategy.

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: 

• None