Cluster Services Operations Director

Job Description - Cluster Services Operations Director (0094AU)

The Services Operations leader is responsible for ensuring that the services are delivered comprehensively on time, to budget and to the required quality standard (within agreed specifications).

The Services Operations Leader ensures the projects are effectively resourced and manages relationships with a wide range of stakeholders internally and externally. The Services Operations Leader is also responsible for allocating and utilizing resources in a safe and efficient manner and maintaining a co-operative, motivated and successful team.

Among the goals for the Services Operations Leader are: greater productivity by the field service operations, controlled operating costs, margin level respect, with a defined set of KPIs: greater percentage of invoiced total hours available, higher first time fix rates (FTFR), higher first time start up rates, optimized overtime, greater customer satisfaction and improved employee safety and satisfaction. This position is responsible for developing and maintaining relationships with new and existing Schneider Electric customers to identify the scope of work and generate business leads for the sales teams. This includes setting up an adequate operations organization and process to support Schneider VIP customers.

For countries with less than 850 Headcount in service delivery, the Services Operations Leader will be also responsible for the Health & Safety activity for Services. For all missions about H&S, please refer to the Health & Safety Officer job description available.

Key Responsibilities:

1. Is responsible for the quality and the profitability of the Services delivery to customers.
2. Manages the planning and coordination of the interventions.
3. Manages the Technical Support team.
4. Manages the Service Representatives (directly or indirectly through regional managers) according to the number of people.
5. Ensures compliance with I2P quality process for any severe customer issue and/or recall/FSB coming from BU.
6. Ensures that operational, maintenance, emergency and safety procedures are developed and strictly followed.
7. Analyses and reports on field service performance (backlog, margin, utilization rate, execution …).
8. Daily activities include oversight of field operations to ensure efficient and effective implementation of the operational expectation of our customers.
9. Supervises project management activities for all large projects in the assigned area.
10. Regularly manages project backlog, cost and margin follow up as well as capacity planning (including sub-contracting).
11. Ensures efficient and regular communications between the teams. Tight coordination is required.
12. Mentors, manages and develops the SRs in their charge to maximize Schneider Electric business opportunities and the career opportunities of the SRs.
13. Ensures that each SR is complying with all administration processes such as reporting in payroll time keeping, field service reporting, tracking, lead generation etc.
14. Drives the Service KPIs as defined by management to maximize Service goals. Uses the KPIs to identify weaknesses in the Service delivery and takes appropriate actions as needed.
15. Participates with Sales in the review of all RFQ and bid specification for required Service.
16. Participates to projects hand-over meetings with Sales.
17. Develops and maintains an ongoing professional relationship with new or existing SE customers.
18. Develop strategic account loyalty through proper local set up.
19. Participates in sales budgeting and overall initiatives.
20. Provides resource plan every year to the Services VP to accompany the FS Sales growth, per geography and skills.
21. Maintains documentation for assigned tasks (ERP/CRM).

Main interactions: SVP, Customers, Coordinators, SRs, Quality & H&S, GFS

Key Success Factors:

1. Anticipate resource planning according IB and Business evolution.
2. Close relationship with Services Sales to ensure delivery capabilities on significant deals.
3. Focus on skills development and Performance management.

Qualifications:

For countries with more than 550 Headcount in service delivery, the successful candidate should have at least a master's degree in engineering degree in applied electricity, electronics / industrial sciences or mechanical systems, with five years’ experience in Services and 2 years leadership experience.

For countries with less than 50 Headcount in service delivery, the successful candidate should have at least a two-year degree (associate degree) or certificate in applied electricity, electronics / industrial sciences or mechanical systems, five years’ experience in Services and 2 years leadership experience.

Strong and confident management style with solid written and verbal skills needed. Manager must be able to act independently with good judgment and self-starting initiative. The leader will also have to take immediate decisions keeping self-control when dealing with crises, always putting personal safety as a first priority.