[Hiring] Senior Operations Manager @Schneider Electric

Role Description

The purpose of this role is to lead the Digital Energy Service Regional organisation in the execution of support contracts and non-contract field quote activity. Fully accountable for the financial performance of the Digital Energy regional Service business as well as delivering excellent customer satisfaction in line with our Quality standards & process.

The leader will be an active member of the Services Management team, driving best practices, margin improvement initiatives, migration to digital connected services, transition of legacy installed base, customer development, development and upskilling our Services workforce.

You will deliver Service excellence to our end-user base and throughout the contractual chain (FM's, contractors, consultants, etc.). The role is supported by technical specialists and experts in the field – you will need to have a good technical background but more importantly strength in operational deployment management and ability to converse directly with customers on issues for resolution and growth opportunity.

Responsibilities

• Ensure compliance with our quality process and drive continuous improvements.
• Health and safety practices - Cascade of Moment of Month, toolbox talks and Weekly Safety briefs.
• Ensure audit of site personnel to maintain highest safety practice and mitigation of injuries.
• Regional Contract Revenue and Non-Contract Order and Revenue performance - work with the support of your SDE (Service Delivery Expert) to achieve year on year growth of field quote activity.
• Build a pipeline of opportunities for conversion.
• Reported GM% - Work with Marketing, Internal Sales team and external Sales team to build engagement plans for Lost and Dormant installed base customers.
• Convert orders into revenue to meet financial forecast, maximize scope variations and profitability.
• Customer focus to reignite contracts with Lost and dormant accounts.
• C-Sat results (weekly phone survey and OvE) - ensure the customer is delighted with our service provision delivery via regular 1-2-1 review meetings with client/customer base owned.
• Detractor feedback actioned within 48 hours, review of customer feedback on Medallia to continually drive excellence in team NCN's, compliance with ISO standards, OFI's follow up.
• Engineer Utilisation and delivered GM% - Build a resource plan for the region.
• Work with support team on scheduling of visits with time to drive new opportunity, improvement site plan and system optimisation at customer site level through your field engineers.
• Adoption of new tools and best practices - Reported GM%.
• Work with Service Transformation lead and back-Office support team in implementation of new practices within team and through Line of Business proposals.
• Order Intake, Contract base movement of exception contracts to Connected plans.
• Developing our advisor service plans with customers.
• Talent retention and development through IDP deployment - upskilling of technical abilities to undertake more complex and minor work packages from customers.
• In conjunction with sales team build the customer base to be managed by the Field Service team.
• Define customer commercial contact points and develop a Service account plan aimed at growing business.
• Look for increased minor work package opportunities through transition, upgrade and migration of installed base.
• Manage resource efficiency to maximise utilisations.
• Lead, coach and motivate the team of service engineers to ensure talent retention and continuous professional development.
• Ensure the team is always engaged and lead OneVoice action plans.

Qualifications

• Strong technical background.
• Experience in operational deployment management.
• Ability to converse directly with customers on issues for resolution and growth opportunity.

Requirements

• Experience in managing service delivery and customer satisfaction.
• Proven track record in financial performance and revenue growth.
• Strong leadership and team management skills.
• Commitment to health and safety practices.

Benefits

• Health and life insurance.
• Paid time off.
• Parental and care leave.
• Flexible work options.
• Confidential counseling for life’s challenges.
• Competitive pay and programs.
• Opportunities to own company shares.
• Retirement savings plans.
• Ongoing performance and development conversations.
• Access to Schneider Career Hub for new positions, projects, and mentors.
• Learning platforms like Coursera.
• Volunteer leave and community support programs.