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Solar Turbines is currently looking for a Regional Service Manager in our Singapore office.
Job Purpose
- Provides strategic leadership and direction for larger, complex, international Customer Service regions and facilities.
- Anticipates new and changing demands for all aftermarket products.
- The incumbent manages key customer relationships and executes a high degree of internal co-ordination across functions, and departments, such as New Equipment Sales, Engineering, and Production, to ensure customer expectations are met.
- This is done by developing new products and services while managing all functions executing current projects and programs.
- To support the customer’s needs and ensure reliable, safe, and economic equipment start up and operation, the Regional Service Manager develops, motivates, and manages a team of District Managers, Sales Managers and Account Managers, Regional Technical Manager, Field Service Representatives and administrative staff.
- The RSM leads, coaches and directs these personnel and their teams to implement and manage the processes and procedures to resolve the customer’s technical, commercial and support issues.
- The position also manages all aspects of Solar’s aftermarket business at the regional level, including Service Parts, Overhaul, Refurbishment, Expanded Services and Controls Retrofits, Field Service, Extended Service Agreements, and Contract Maintenance Programs, and is responsible for the development, implementation and management of the Field Service Safety Program.
DIMENSIONS:
- Operating Budget: $20m
- Personnel Supervised: 10 Managerial
- 10 Salaried Exempt
- 1 Salaried Non-Exempt
- Total Employees 230
- Annual Revenues $400m
- Contract Services $56m
- Annual Policy Expense $818k
- Annual Warranty Expense <$2.0 million
- Environment: Extensive travel required.
- Process Driven: to achieve gains in efficiencies and effectiveness.
- Fast-changing, dynamic, somewhat ambiguous work conditions
- Multi-cultural, multi-market , increased management of agent relations
- Each region has a unique mix of responsibilities for revenue, volume, agents, and types of facilities, including overhaul sites.
NATURE AND SCOPE:
The incumbent sets direction and develops policies and procedures for subordinate staff.
He or she manages personnel and customer strategic agreements to meet customer requirements for equipment support from commissioning throughout the life of the installation as well as the supply optimization of the value chain offered to the end user.
Achievement of the requires broad understanding of cultural as well as customer financial, technical, and commercial expectations.
He or she leads the development of new products and service offerings to enhance position on the supply value chain.
Often leads multi-disciplines and other departments and joint ventures to ensure overall customer satisfaction and repeat business for new equipment sales.
Incumbent directs all aspects of the aftermarket business at the regional level, specifically as follows:
Business Responsibilities – Plan and direct the customer interface of all aftermarket programs and products within the region. Develop incremental business opportunities and manage current supply systems, including parts sales, overhaul & repair, training, field service, maintenance contracts, asset management services, and technical support.
1) Leadership Responsibilities – Select, train, coach and motivate, through effective and timely performance review and sound management practices, a professional and effective management, sales, technical, and administrative workforce in order to achieve maximum efficiency of resources and highest level of safety, customer satisfaction and profitability.
2) External Relations – Manage the interface with senior customer operations, financial, maintenance, management personnel and executives during the formation, negotiation, and execution of strategic agreements and alliances. Develop and execute solution-based strategies to meet customer needs. Direct the appropriate resources to coordinate with outside contractors and vendors on technical and commercial matters.
3) Business Plans – Prepare and manage business plans, forecasts, and S&OP for international regions and/or regions of unusual size or complexity to accomplish company financial and product support goals in line with Technical Service Center/Customer Services strategies. Provide input to long-range geo-economic and industry trend forecasts and devise regional strategies considering such analysis.
4) Technical Management Responsibilities – Ensure all product issues are well defined and reported to the appropriate Company functions and that proper issue resolution is achieved.
5) Strategies and Programs – Develop long-term strategic agreements and strategies to support the sale of Customer Services programs and products within assigned region. Collaborate with and support agent activities. Provide support for new equipment sales activities through customer presentations and the formulation of custom support plans and agreements. Assume role of Alliance Manager for key accounts.
6) Internal Relations – Provide feedback on market conditions and customer programs to Customer Service management and other San Diego based functions. Ensure that customer and product issues are well defined and proper issue resolution is achieved. Influence/impact San Diego organizations to develop new service products and business strategies and systems.
7) Freedom to Act- Represent the company in negotiations with customers, agents, and distributors regarding policy, warranty, agreements, conflicts, etc. Respond to a wide range of commercial and technical challenges and manage risks decisively yet completes due diligence and considers the impact on other departments.
8) Environmental/Health/Safety Responsibilities- Ensure that all phases of operations are aware of and act in accordance with Company policies, guidelines, safety procedures/practices and ethics issues.
PRINCIPAL ACCOUNTABILITIES:
· Plan and direct the sale, marketing, business management and customer interface for all customer services products in assigned region to meet or exceed plan revenues and margins.
· Identify, hire, train, motivate, and develop high quality candidates for the CSSR and DSM positions. Oversee the management of staffing levels to ensure adequate support for all anticipated customer requirements and staff development.
· Assure the highest level of customer satisfaction and repeat business by negotiating and supervising the settlement of product and quality disputes within authority delegation guidelines.
· Oversee and supervise the preparation and management of accurate forecasts of revenues and departmental budgets, S&OP volumes, manpower and training requirements, capital equipment, field service utilization, ESA’s, Warranty and Policy.
· Develop programs and strategies to manage agent relationships, increase product sales, and introduce new CS products and programs, and product services. Plan and attend trade shows and seminars, represent Solar at public functions.
· Systematically track, analyze, and communicate competitive and customer market data to support global marketing efforts. Motivate staff to participate in market information gathering.
· Provide leadership and proactively manage the field interface necessary to support the technical serves center and the effective resolution of product related issues.
QUALIFICATIONS:
- Requires a minimum of a B.S. in Engineering or Business and a background in service, management and experience in knowledge of Solar products, markets, and policies is necessary. New Equipment sales experience is a plus.
- Prior experience managing Third Party Intermediaries such as Representatives and Distributors.
- Previous successful experience leading employees through challenging commercial or technical activities is required.
- Must demonstrate cultural savvy, tenacity, initiative, influence, communication, organizational, and planning skills.
- The ability to prioritize, delegate effectively and motivate/manage technical talent is essential.
- Sales experience and exposure to commercial/contract negotiations is a major benefit.
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