Regional Field Service Manager (MEA)

Overview & Responsibilities

PURPOSE OF THE JOB

• Under the direction of Head of Field Service - EMA, this position is responsible for developing, implementing, managing, planning, directing, and controlling the financial and technical direction and on-site service business within the MEA regional area and to assure customer satisfaction with the technical and operation aspects of the equipment being serviced.
• This role recognizes a comprehensive knowledge of engineering principles, supervisory and management skills, extensive customer contact and increased knowledge and contribution.
• Oversees scheduling of personnel in conjunction with other Service Managers to assure best coverage for all requests in the MEA area.
• Quotes jobs and assists with invoicing content and business decisions affecting profitability.
• This individual has a major influence on customer's attitude to Elliott and our products.

NATURE OF THE JOB

• Maintaining a safety culture within the MEA Field Service organization and achieving required corporate objectives with regard to safety.
• Planning, directing, controlling, supervising, developing new, and administering existing policies and procedures related to the sale of service time, on-site services, installation and maintenance contracts.
• Maintaining and growing MEA Field Service Operations sales and contributions to the company using planning, good management skills, and new marketing strategies that may be created and implemented.
• Determining the organizations best strategic direction and the development of operational plans to accomplish it, directing and controlling the implementation of the plans, which would include the incorporation in the existing operational responsibilities or the development of dedicated new ones.
• Directing and controlling subordinates to achieve the most effective use of manpower to realize maximum results.
• Solving commercial, warranty and equipment problems with sound judgement, consolidate information, analyze such information, develop solution and sell solution to customer. End result is to make customer satisfied.
• Acts as manager of Elliott Field Service alliance or preferred vendor contracts within the MEA region.
• Travel requirements are estimated at 10-20% for several days' duration.

CONTACT WITH OTHERS

• Elliott management, subordinates, finance, sales, human resources, HS&E, legal and other technical and business managers and personnel throughout the MEA region's Field Service Operations and Elliott Company.
• Outside contact is primarily with customers/equipment users and also with vendors, subcontractors, hired labor and authorized agents supporting Elliott.
• Internal and external ISO auditors.

SUPERVISION

• This position is that of a manager for the MEA regional area within Field Service Operations with 10-20 first reports.
• The manager acting within company policies is responsible for the hiring, firing, performance appraisals, salary increase planning, sales and expense planning and the overall profitability for the regional area.

SPECIFIC JOB RESPONSIBILITIES / COMPETENCIES

• Responsible for overall administration of the MEA Regional Field Service business profit, expenses, salary, administration, employee development, bookings and budgets for service time and on-site work/maintenance contracts.
• Administers a profitable field service program; including promotion and selling of service time, on-site services, and installation and maintenance contracts.
• Establishes pricing for field service business in the MEA area of responsibility and makes recommendations to improve volume and margins.
• Oversees and works with scheduling of personnel in conjunction with other Service Managers to assure best coverage for all requests in the MEA area.
• Directs and assists the sales force in selling Elliott field services, including suggesting strategies, during the development of multi discipline projects involving rerates, parts, repairs and field service.
• Directs the technical support activities associated with the MEA regional field service business involving trouble analysis and corrective action for responding to customer needs or requiring prompt resolution of field problems.
• Manages effective field service reporting to assure proper feedback of product or contact trouble to enable finding the root cause and the correction and elimination of problems.
• Responsible for the implementing and maintaining an effective Quality Management System and establishing defined and measurable objectives to eliminate nonconformance.
• Administers a warranty program when such considerations are required.
• Responsible for maintenance of a budgeted utilization rate for technical representatives, service engineers and project managers in the area of responsibility.
• Develops and maintains a qualified and trained staff of personnel, tools and equipment to effectively execute customer service requirements.
• Assists in developing annual and 5-year budgets and plans for the MEA area of responsibility.
• Adds value to field service contracts by establishing early contacts with contractors / users, provides support for apparatus sales customer meetings (final negotiations and / or kick off meetings) to enable the field service operation to take an active role in enhancing the scope of supply of installation contracts.
• Oversees the pricing strategies associated with field services consistent with business plan objectives of increased penetration and profitability.
• Ensures Company compliance with applicable international, local, and customer statutes/requirements with regard to safety, employment and environment.
• Ensures departmental and corporate health & safety systems requirements are fulfilled.
• Reviews and approves expense reports, overtime, overseas, project manager, and hardship premiums, advance requests, credit memos, and P.O.'s and payments for subcontract agreements and consultants.
• Liaisons with the other Global Service operations groups to support the "one look, one feel" to the customer concept.
• Develops and maintains high-level customer management contacts.
• Approves quotations beyond the quotation engineer's scope of authority.
• Maintains close and cooperative contact with alliance partners and preferred supplier and assists in managing those arrangements.
• Provides support to all department and company activities as directed by Head of Field Service - EMA.

BACKGROUND & EXPERIENCE

• Incumbent should possess an engineering degree, preferably BSME, or job-related experience.
• A minimum of 15-20 years field operations experience and 5-10 years field service and/or headquarters/shop service experience is desired.
• Additionally, 5-10 years of managerial experience; a motivator of people, as well as an analytical planner and organizer, including P&L accountability is normally required.
• Position requires a thorough and comprehensive knowledge of high-speed rotating equipment, and special knowledge of the overhaul, installation, operation, and troubleshooting of Elliott and non-Elliott equipment.
• Ability to manage complex packages and contracts and investigate problems, customer complaints and disputes, reach conclusions and to sell solutions both to customer and within Elliott is required.
• Individual should have demonstrated ability to lead discussions and direct or conduct investigative efforts and programs.