Responsible for the management of the physical resources and a diverse staff – including sales, proposals, project management, engineering and service – engaged in a variety of duties encompassing the service operations business area for the Power Generation Business Unit in North America. This person is accountable for the strategic development and growth of the service operation; is responsible for fulfilling the service budget, and is responsible for ensuring profitable growth aligned with both the Local Business Unit, America HUB and the global service strategy.
Develop and implement the Business Unit (BU)service strategy in alignment with the BU/Division strategy and achieve the BU service targets set by the BU/Division that will accelerate both the growth and profitability of the service business.
Increase percentage of installed base customers on service contracts.
Develop plans, goals and objectives for the service organization, and direct their cost-effective accomplishment. Monitor operations, anticipate and direct timely and effective responses to problems. Promote independent actions and teamwork to improve operations and customer relations.
Define and implement a regional service business model around growth initiatives.
Consult with other groups including Business Development, Sales, Marketing, US Country Service Organization, and Project Management to provide advance information on potential business opportunities and collaborate in efforts to win contracts.
Develop, maintain and monitor Key Performance Indicators for the Service organization as a way to evaluate the groups’ performance in such areas as quality of work, utilization, and ability to respond to customers’ requirements. Implement the development and introduction of alternative methods to more effectively grow customer support business.
Manage market analyses and develop information pertinent to establishing new businesses and to meet strategic and long-range business plans.
Provide counsel to top executives and provide technical and operational expertise to support sales campaigns.
Direct the definition, discussion, and resolution of technical problems, and the development and administration of controls to ensure meeting financial and business objectives. Negotiate major technical, contractual and administrative issues with customers, consultants, and government agencies. Work with top level customer representatives regarding requirements or problems, and initiate actions to ensure utmost customer satisfaction.
Ensure fair and equitable treatment of staff and promote and enable their development. Manage and document employee performance and implement responsive actions.
Bachelors' degree and 10 years' experience in sales or field operations or engineering or project management in the industrial automation industry
*A Master’s Degree in required field = Credit given for 2 years of work experience.
*A PhD/Doctorate in required field = Credit given for 3 years of work experience.
Bachelors' degree in engineering or related field
MBA or Master's degree
15+ years experience in a combination of sales and field operations or engineering or project management
Experience in the power generation industry
Broad experience in sales, marketing and field operations including extensive knowledge of commissioning and engineering,
Exceptional communication skills and broad knowledge of legal, financial and technical matters to establish and implement effective strategies and conduct negotiations
3 + years' people management experience including managing managers
Ability and willingness to travel 35% of the time