This role is responsible for managing service delivery capabilities of PSS Lifecycle Care services organizations in Europe including operational effectiveness, operational excellence, operational planning and forecasting as well as reporting of major KPI’s.
Job Responsibilities
• Develop and drive the strategic plan for the PSS European Service business
• Support the global and European 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 service teams
• Strong interaction with PSS Lifecycle Care Sales and Country Service Managers
• Implement and maintain operational standards and processes for service delivery
• Define structural requirements for service organizations to support service business reporting, time booking, service project management
• Develop and manage a service sales and operations plan (S&OP) to ensure availability and competency of service resources where and when needed
• Identify future needs for in country service operation locations (Clusters / service centers) and develop required competencies
• Utilize PSS world area hub in Cluj to support country organizations with non-customer facing activities in service operations, as well as for periodic service engagements where possible
• Manage service staff in the world area hub and create hub competencies on service which could be provided out of a central European location
• Drive the countries to develop a training and education plan meeting minimum Emerson certification requirements as well as incremental competency development to support capture of available market opportunities
• Increase installed base customer satisfaction and loyalty through exemplary quality in service delivery.
Qualifications
• Engineering degree or equivalent; further education in business administration is a plus
• 10 years’ experience in installed base business, service sales or service management
• Extensive understanding and broad experience in driving a service business
• Strong track record of leading virtual teams
• A high level of customer interfacing skills
• Direct end-user work experience preferred
• Fluent in English (verbal and written), plus at least one other European language preferred.
Additional Information
• Willingness to travel in Europe and abroad (up to 50%)
• Support the operations directors in developing the service managers (10-15 indirect reports).
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