FS Cluster Operations Leader at Schneider Electric

Job Description

The Field Service Operations Leader is responsible for ensuring that the services are delivered comprehensively on time, to budget and to the required quality standard (within agreed specifications). The Field Operations Leader ensures the projects are effectively resourced and manages relationships with a wide range of stakeholders internally and externally. The Field Operations Leader is also responsible for allocating and utilizing resources in a safe and efficient manner and maintaining a co-operative, motivated and successful team.

Among the goals for the Field Services Operations Leader are: greater productivity by field service operations, controlled operating costs, margin level respect, with a defined set of KPIs: greater percentage of invoiced total hours available, higher first time fix rates (FTFR), higher first time start up rates, optimized overtime, greater customer satisfaction and improved employee safety and satisfaction.

This position is responsible for developing and maintaining relationships with new and existing Schneider Electric customers to identify the scope of work and generate business leads for the sales teams. This includes setting up an adequate operations organization and process to support Schneider VIP customers. For countries with less than 850 Headcount in service delivery, the Field Services Operations Leader is also responsible for the Health & Safety activity for Field Services.

Essential Responsibilities:

• Quality and profitability of Field Services delivery to customers
• Manage the planning and coordination of the interventions
• Manage the Technical Support team
• Manage the Field Service Representatives (directly or indirectly through Regional Managers) according to the number of people
• Ensure compliance with I2P quality process for any severe customer issue and/or recall/FSB coming from BU
• Ensure that operational, maintenance, emergency and safety procedures are developed and strictly followed
• Analyse and report on field service performance (backlog, margin, utilization rate, execution etc.)
• Oversight of field operations to ensure efficient and effective implementation of the operational expectation of customers
• Supervise project management activities for all large projects in the assigned area
• Regularly manage project backlog, cost and margin follow up as well as capacity planning (including sub-contracting)
• Ensure efficient and regular communication between teams through tight coordination
• Mentor, manage and develop the FSRs to maximize Schneider Electric business opportunities and career opportunities of the FSRs
• Ensure that each FSR is complying with all administration processes – timekeeping reporting in payroll, field service reporting, tracking, lead generation etc.
• Drive the Service KPIs as defined by management to maximize Service goals. Use the KPIs to identify areas of improvement in the Service delivery and takes appropriate action as needed.
• Collaborate with sales in the review of all RFQ and bid specification for required Service
• Participate in project hand-over meetings with Sales
• Develop and maintain an ongoing professional relationship with new or existing SE customers
• Develop strategic account loyalty through proper local set up
• Participate in sales budgeting and overall initiatives
• Provide resource plan every year to the FS VP to accompany the FS sales growth, per geography and skills
• Maintain documentation for assigned tasks (ERP/CRM)

Main interactions:

FSVP, Customers, Coordinators, FSRs, Quality & H&S, GFS

Key Success Factors

• Anticipate resource planning according to IB and Business evolution
• Close relationship with Services Sales to ensure delivery capabilities on significant deals
• Focus on skills development and performance management