Service Operations Manager

7 days ago

Taguig, National Capital Region, Philippines Schneider Electric Full time

The Operations Manager position leads the Field Services operations with the following priorities:


• Ensuring team safety, securing the execution of the job on customer sites to quality, budget and time standards, deploying corporate strategy, driving customer satisfaction, accelerating sales, backlog management & profitability, managing the Operations teams, and managing a transition to a digital business model.

Safety & Cybersecurity
  • Lead by example in ensuring safety & cybersecurity standards are applied.
  • Ensure FSRs receive appropriate certification before attending site and use PPE.
  • Secure FSR Managers perform (minimum) 1 safety audit per FSR per year.
  • Ensure the whole team is trained on cybersecurity and has a compliant endpoint (laptop).
Business Performance
  • Ensure jobs are planned and performed to optimize profits, ensuring safety, quality standards and customer service is maintained.
  • Drive profitable growth through the yearly implementation of the Annual Operation Productivity Plan (AO2P), including workforce planning.
  • Ensure additional scope of work (requested by customer) is invoiced.
  • Drive the FSR Lead Generation program.
  • Implement a lean and agile operations organization.
  • Develop and grow key relationships with customers.
  • Drive improvements in first-time fix rates (FTFR).
People
  • Attract, recruit, onboard, develop, motivate and manage a robust and high performing Operations team while controlling voluntary attrition.
  • Prepare the pipeline of the future by scouting & nurturing a diverse pool of Services talent.
  • Manage team skills & behaviors to match with business needs and market evolution.
Organization
  • Role model collaboration between functions in Services, other BU's locally and Global Services Execution Team, encourage the removal of silos.
  • Deploy the operating model.
  • Drive a lean and agile organization.
Main interactions

FSVP, Sales, Customers, Back Office Coordinators, FSRs & Sub Contractors, Quality, H&S, Finance & Global Services Execution Team.

Qualifications

The Operations Manager should have:

  • Engineering and/or Business master's degree is preferred or equivalent experience.
  • Leadership experience preferably leading Field Services Team
  • Proven track record in effectively managing high volumes of service requests and diverse team while demonstrating the ability to provide impactful solutions to clients, driving sales and lead generation
  • Knowledge of Power System & / or Secure Power business.
  • A customer mindset and a people orientation.
  • Vision and strong communication skills and the ability to build and foster teamwork.
  • Extensive business acumen with strong results orientation.
  • Confidence and courage to make appropriate decisions and accept accountability.
  • Excellent relationship skills and the ability to communicate effectively with executive leaders and customers.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Customer Service and Sales
Industries
  • Automation Machinery Manufacturing

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