POOLING - Service Operations Manager for Asia Pacific
Emerson
- Pasig City, Metro Manila
- Permanent
- Full-time
- Handle AP customer support service; support FSO/LBP service teams with customer issues.
- Develop, identify, improve, implement and maintain service operational standards, processes, critical metrics and best practices for service delivery.
- Support the Global Service Management Office (SMO) to envision and develop new service offerings, and deliver new processes, tools, and procedures to improve efficiency and differentiation of our Lifecycle Service teams.
- Strong interaction with Lifecycle Services Sales and Regional Service Operations managers in other regions and the global Lifecycle Services organization
- Drive AP service operations magnificent execution, operational efficiency, and profitability.
- Define structural requirements for service organizations to support service business reporting, time booking, service project management.
- Develop, implement and improve AP service engineers/facilities support capabilities and operational readiness.
- Develop and lead a service sales and operations plan (S&OP), identifying future needs for Lifecycle service operation locations (Countries / Service Centers) to develop required proficiencies and ensure availability of in-country and/or AP world area service resources where and when needed.
- Use SYSS CoE in Cluj and other locations to support country organizations with non-customer facing activities in service operations, as well as for periodic service engagements where possible
- Drive the training and education plan of the AP service organization meeting minimum Emerson certification requirements as well as incremental competency and career development to support collection of available market opportunities.
- Drive global certification compliance for AP service engineers and FSO/LBP facilities.
- Increase installed base customer happiness and loyalty through exemplary quality in service delivery.
- Build customer relationship with key resources.
- Ensure timely communication of technical updates, hold and safety notices.
- Ensure compliance of workplace safety rules, including but not limited to the usage of a personal protective equipment, if provided to you, while working; not involve in any unsafe or negligent act that may endanger peers or oneself; reporting unsafe work conditions and providing suggestions to improve safety/ health at work, as needed.
- Lead and coach the local (FSO/LBP) Lifecycle Service managers.
- Minimum 7 years working experience or 9 years' experience in process control systems engineering, operations and maintenance.
- Validated experience in installed base business, service sales or service management.
- Leadership quality and ability to negotiate and work optimally in a team oriented group
- Strong background of leading virtual teams
- Extensive understanding and broad experience in driving a Lifecycle Services business
- Ability to plan and organize
- Knowledge of instrumentation, control and automation concepts and practices
- Analytical skill
- Good social skills with a high-level customer interfacing skills
- Good understanding of commercial matters
- Language skills with proficiency in English (verbal and written); excellent communicator
- Willing to travel for internal or external meetings
- Engineering degree/diploma or equivalent experience in business administration a plus.
- Direct end-user work experience preferred.