Senior Service Manager

Job Description SummaryThe Senior Service Manager (Staff Management) for Controls Solutions & Services is responsible for driving the growth and development of the controls services business within the region. This role involves leading a team of service professionals to deliver exceptional service to customers, ensuring customer satisfaction, and achieving business objectives.Job Description

Key Responsibilities (Summary):

• Lead and manage the CSS services team within the region, driving growth and development.
• Build and maintain strong relationships with key customers, understanding their needs and providing solutions.
• Develop and implement strategies to increase sales and market share.
• Manage and mentor a team of professionals, ensuring their development and performance.
• Collaborate with other departments to ensure seamless delivery of services.
• Monitor and report on business performance, identifying areas for improvement.
• Ensure compliance with company policies and industry regulations.
• Able to travel up to 40% of the time, as required

Additional Responsibilities:

• Actively participate in ITR, R1 and R2 process to support the development of sales opportunities.
• Responsible to lead and develop the Field engineer's (hard and soft skills).
• Ensure that Field Engineers and Contractors are competent, trained and fully  certified to deliver as expected by the customers; anticipating the future demand and balancing the resources accordingly (knowledge / geographic division);
• Manage and support the Installed base initiative, contributing with ideas to growth the Services in the region.
• Manage and keep updated our services menu (Offerings), accordingly with our capabilities, availabilities and customer needs.
• Work close with quality and project management to support warranty administration and troubleshooting issues. Address customer service requests and lead customer issue resolution during warranty and post-warranty periods.
• Support services execution, in case they have any problem, as a consultant connecting the people from Engineering, HQ, etc… to ensure the performance expected project installation quality, timeline, and customer satisfaction.
• Be responsible for training agenda, instructors and portfolio (Internal / External).
• Respond to customer call out services requests.
• Interface with customer and services providers.
• Define required Assets Budget for the team
• Manage Operation Team members KPIs (e.g. Assigned Time, Billable time, Incremental Orders results)
• Responsible to execute jobs in compliance with local Working Time Regulations
• Work closely with other functions to identify, register and approve change order opportunities as well as review proposals for new opportunities, formulate and present our solution to customers.
• Support the sourcing strategy in the region, developing the service suppliers to do the right balance between our own service resources and third-party contractors.
• Lead and promote Safety (HSE)
• Participate and lead business Lean process.

Qualifications/Requirements:

• Bachelor's degree in industrial automation, Electrical, or electronic engineering from an accredited college or university
• minimum 7 years of experience in turbomachinery (power generation, industrial plant automation and Oil & Gas).
• Strong customer focus, interpersonal, and computer skills
• Demonstrated ability to multi-task in a dynamic, geographically dispersed team environment is required
• Effective written and oral communication skills with excellent spoken and written English, Spanish and Portuguese skills
• Customer-focused skills, demonstrated by experience in engineering, field services, customer services or project management, are essential.
• Strong organizational, analytical, and problem-solving abilities. Proactive attitude, initiative, decision-making skills and accurate oriented.
• Present a consistently positive attitude when dealing with internal and external customers
• Willing to take on variety of tasks with little supervision.
• Demonstrated ability to reprioritize workload under short deadlines in a fast-paced dynamic environment.
• Recognize and produce value stories.
• Valid Driver's License and Passport.
• Strong customer service mindset
• Team worker

Desired Characteristics:

•  Previous commercial or project management experience
• GE Gas Turbine, GE Steam Turbine and BOP knowledge
• GE Turbine Control engineering or services commissioning for MkV, MkVI, and/or MkVIe experience
• SAP and Services Max expertise
• Historian, Proficy, and HMI Application Configuration Engineering and Installation Experience, both current and legacy
• Knowledge on Excitation systems, manly from GE (EX2100/2100e)
• Strong desire to learn and develop technical expertise in this complex business.
• Capable of thinking out of the box to drive results
• Strategic capacity to sift through complex technical issues/problems and focus on the critical priorities and perform necessary tasks to identify a viable solution in the least possible time
• High level of energy and self-motivation

Additional Information

Relocation Assistance Provided: No

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