Services Operations Leader Schneider Electric - UAE

Is responsible for the quality and the profitability of the Field Services delivery to customers

Manages the planning and coordination of the interventions

Manages the Field Service Representatives (directly or indirectly through regional managers) according to the number of people

Manages the Technical Support team CCC

Ensures compliance with I2P quality process for any severe customer issue and/or recall/FSB coming from BU CS&Q

Ensures that operational, maintenance, emergency and safety procedures are developed and strictly followed HSE

Analyses and reports on field service performance (backlog, margin, utilization rate, execution )

Daily activities include oversight of field operations to ensure efficient and effective implementation of the operational expectation of our customers.

Supervises project management activities for all large projects in the assigned area

Regularly manages project backlog, cost and margin follow up as well as capacity planning (including sub-contracting)

Ensures efficient and regular communications between the teams. Tight coordination is required.

Mentors, manages and develops the FSRs in their charge to maximize Schneider Electric business opportunities and the career opportunities of the FSRs.

Ensures that each FSR is complying with all administration processes such as reporting in payroll time keeping, field service reporting, tracking, lead generation etc.

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.

-> Excellence

Participates with Sales in the review of all RFQ and bid specification for required Service.

Participates to projects hand-over meetings with Sales

Develops and maintains an ongoing professional relationship with new or existing SE customers

Develop strategic account loyalty through proper local set up

Participates in sales budgeting and overall initiatives

Provides resource plan every year to the FS VP to accompany the FS Sales growth, per geography and skills.

Maintains documentation for assigned tasks (ERP/CRM)

Main interactions: FSVP, Customers, Coordinators, FSRs, Quality & H&S, GFS Key Success Factors

Anticipate resource planning according IB and Business evolution

Close relationship with Services Sales to ensure delivery capabilities on significant deals

Focus on skills development and Performance management