Description:
Reporting to the Head of Service Operations, the Service Execution Manager is responsible for the resource management and for execution capabilities of his/her assigned resources. This managerial role is an essential member of the Service Execution team and has a positive impact on the regional results and on the overall success of the business. This role provides responsibility over the service execution resources including people management, training, capability, development, tools and materials. The Service Execution Manager will follow the processes and behaviors to ensure service orders/commitments are completed safely, timely, within budget and focused on customer satisfaction and in accordance with the culture of customer centricity, execution excellence and team collaboration.
About Your Responsibilities
- Drive a culture of Service Excellence, which results in a first-class customer experience and positive customer satisfaction scores.
- Ensures the technicians are equipped with tools and service materials to successfully complete the assigned service orders.
- Build the resource schedule to complete the open service orders on a timely manner while ensuring a good billable and utilization for the team.
- Build the teams capability/capacity and develops the technicians to meet market requirements.
- Partner with the other Solutions Delivery functions for resolutions, risks management and technology. For example: Installation & Commissioning, automation, engineering, etc.
- Lead alongside Warranty Service Manager for quality issues. Monitoring open warranties/claims up to their closure
- Accountable for the assigned service orders in terms of: Execution capabilities, Service reporting, Ensuring the execution team has the needed tools, Invoicing and cost control, etc.
- Professionally engages with the customer and ensures customer needs are clearly communicated back to SPX Flow.
- Performs audits of the team and their work ethic.
- Compliance of all relevant SPX Flow policies and procedures, including business ethics, data protection and health & safety.
What You Need
- Technical bachelor’s degree, or equivalent, in a service-related field is required.
- 5-10 years relevant leadership experience in a service environment.
- Computer efficient (Word, Excel, Outlook).
- Alignment to the strategic goals of the corporation to function within the business structure.
- Strong analytical skills – able to assist in identifying and providing solutions to customer issues or service execution problems.
- Attention to detail, flexibility, and ability to collaborate with others through appropriate influencing and negotiation skills
- Ability to work in a fast-paced environment.
- Broad organizational business acumen.
- Ability to handle complexity, multiple demands with a sense of urgency, drive and energy.
- Leadership skills: visionary, drive ideas from others, bring people together, strong collaboration and communication.