Area Field Services Manager
GE Renewable Energy Renewable Energy Grid Solutions category Services Mid-Career 03/26/2024 R3757926 Relocation Available: Relocation Assistance:Yes Makkah Saudi Arabia Jeddah, Makkah, Saudi Arabia location Jeddah, Makkah, Saudi Arabia
+ Jeddah, Makkah, Saudi Arabia
+ Remote, Eastern Region, Saudi Arabia
JOB DESCRIPTION
Job Description Summary
The Field Service Area Manger of GA MENAT SABAP Cluster assigned country, area, customer and end user will be leading cross-functional teams to identify and implement best-in-class solutions in a timely and efficient manner to support project delivery through management of site related activities & resources and applying operational standards throughout our field execution teams.
Field Service Area Manger will also own the overall Field Services process in the SABAP Cluster assigned country, area, customer and end user covering AMC and PAC portfolio of GA, lead and motivate the Field Service Engineers, team leaders and coordinate with Technical Applications, Quality, Project Management, Engineering, Plant and Operations teams as required to develop best practices and to achieve strategic objectives defined for GA business when it comes to project planning, execution, customer satisfaction and intimacy with customers.
The role will also be responsible for providing the customer with on-site and off-site technical assistance, promoting overall customer satisfaction, and providing Engineering and Product Quality feedback in assigned Area/customer/end user
The successful candidate will oversee all GA Field Engineering & Technical Support activities considering the quality/Cost/ time delivery criteria.
This role covers all scope GA business product lines including AMC and PAC covering Products, Systems and Services.
The candidate for this role must have good understanding of the GA business, strong Customer focus, strong team leadership skills, technical expertise as well as knowledge of our Grid automation products and systems.
Comprehensive knowledge of the Saudi Arabia, Bahrain and Pakistan clients and contacts to the operations/ Projects, Commissioning and Maintenance customer community is required.
The role can be located in Abha, Asir or Jeddah, Makkah.
Job Description
Roles and Responsibilities:
Lead all Grid Automation’s Technical Field Service team and ensure high levels of team motivation in AMC and PAC. Responsible for the leading the Testing & Commissioning (T&C), Maintenance, technical support of CCS & DCS projects, CIC products & projects, M&D Projects, projects, and any other GA related projects. Responsible for the resource planning and forecast of the technical support, field engineering and Site commissioning team. Man-days (MD) estimation and MD control to be within the estimation of the projects/tech support works. Manage resource planning and workload of the team to ensure 90% and above billable ratio Managing the recuring service projects of GA Utilize Salesforce/Servicemax/Support@GE and other tools in daily activities and reporting at least for 90% and above of missions Manage services projects maintaining Sales, Billing and Cash KPI’s in line with operation team Liaise with other members of a multidisciplinary team Provide support to operations team to control projects effectively in terms of budgeted profitability, planning, and general reporting (internal / external). Ensure that agreements with customer for documentation lead times, delivery, reliability, and quality are achieved within the budgetary constraints agreed within the Unit. Coordinate workplace EHS issues and ensure availability of suitable PPE for T&C personnel, both internal and subcontracted Strictly apply EHS policy for field operations. Conduct Gemba Walks and HSVs and promote EHS culture for all team. Demonstrate EHS leadership and ensure Zero Deviation Plan is implemented within the team and setting the example by demonstrating the proper acts and actively observes work conditions and behaviors, giving constructive feedback and celebrating EHS effective prevention. Oversee the process of renewal of approvals of T&C, FSE engineers from key accounts Analyze skill matrix, competency gaps and address people development needs through proper training and development plans for Products & Systems of GA. Ensure effective cooperation with other branches of Technical Services covering M&D, AMC & PAC. Ensure commitments to customer are met in accordance with contract with clear feedback through consistent customer interaction, e.g. communication, (phone, e-mail, etc.) customer meetings, periodic reviews, and etc. Implementation of all applicable tools like Service Max, Time Control, WL as per the PL guidelines Plan resources to the respective activity in AMC or PAC, make timely review of resources, allocation, training and skill sent management. Work closely with ITO team to support new opportunities preparation and negotiations. This includes conducting site surveys and deals estimations. Work very closely with R&D team to address AMC and PAC issues and provide the needed feedback to the product management team Be involved in discussions with multiple functions and teams about the quality improvement in processes, procedures and ways of working Ensure to have work Standardization for all applicable Technical Support, Field Engineering activities for T&C, troubleshooting, maintenance and repair. Manage customer trainings for projects, stand alone requests in product, system & application in operations, maintenance, applications. Effectively communicate directly with customers to ensure excellent customer service and to build and maintain customer intimacy Prepare all regular required reports on a timely manner (Weekly/Monthly/Quarterly reports) Good understanding of the GE business processes, costing, tendering, contracting practices, T&C, and logistics. Lead and develop cluster’s Customer Support sales service organization to become top class reference in the region, aligned with customer expectations. Propose and establish, if required, onsite repair labs in cluster countries and own RMA process Define streamlined processes and advanced tools to maximize resources utilization and speed up customer responses. Lead the improvement of KPIs for customer requests resolution, customer complaints, CEI, CERs and product repairs time & quality (any level of complexity) as set by the business. Support the team in providing advance technical support and be a trusted advisor to customers. Promote Maintenance service agreements (MSA) offering in coordination with the GA AMC/PAC PL, co-owning plans, and actions with the goal of expanding our activities in the regions, segments, and accounts Collaborate and coordinate with Product Management, Technology, Global Supply Chain, and other divisions of the Product Line to provide them with quality inputs for any future improvements in our processes, products, and solutions Responsible for the technical aspects of GA projects including technical responsibility site commissioning management. Support production through the manufacture of projects
Required Qualifications:
Bachelor’s Degree in Electrical/Electronic Engineering and/or minimum of 10 years’ experience in electrical Substation technical services/works in GA. 10 years minimum relevant experience in international activities for multi-disciplinary projects with a sound appreciation of the technical and contractual requirements of the project e.g. Protection & Control for Substation Control System, Telecom, Monitoring & Diagnostics Projects in the region. Minimum 5 years of relevant experience in Applications/Technical Support or commissioning field Project management experience Exposure to the Services/Aftersales activities in Cluster.* Comprehensiv
