Service Manager, Process Systems & Solutions, Turkey & Southern Caspian

Service Manager, Process Systems & Solutions, Turkey & Southern Caspian

Job title: Service Manager, Process Systems & Solutions, Turkey & Southern Caspian

Company: Emerson

Job description: Description

Operational management of the Customer Service department, combined with a broad involvement in the further development of service business in the region.

To ensure the department has the right people in the right place (locally and on site) with relevant expertise and innovative portfolio of services in order to meet and exceed customers’ expectations. Contribute to the strategic goals of the company both financially and strategically.

The Service Manager has an important role in the execution of the service business in our region with the key competencies defined below:

  • Providing leadership to all Service Personnel: maintaining and developing the team to be capable of executing, commissioning, and maintaining of service projects, on – call services, periodic services and having a skill set profile which is alignment with the business forecast and strategic plans.
  • To achieve the highest Customer Satisfaction by providing the highest quality service according to customer expectations, by being the partner and expert they request when solving their problems, and increasing the availability and efficiency of their assets.
  • To grow the Service Business by supporting sales with technical expertise, correct strategy and high customer satisfaction.
  • Adhere to the Safety and Quality standards of Emerson and achieve the highest safety rating in the region.
  • Grow and Develop the service team with stretched OKR based targets, provide the autonomy, mastery and initiative required to build a strong team. Focus on business development ideas and procedures to further develop the overall operation in the region.
  • Constantly communicate with the key customers and the team with periodic customer meetings and internal one on one meetings.

Responsibilities

  • Health and Safety Management: Work together with the HSE and Quality leader and adhere to the Health, Safety and Quality standards of Emerson and achieve the highest safety rating in the region.
  • Customer Satisfaction: Securing overall customer satisfaction by recognizing and addressing their operational needs in a customer minded environment. Provide the highest quality service according to customer expectations, by being the requested consultor to solve their problems, and increasing the availability and efficiency of their assets.
  • Service Agreements and Projects Management: Support the Customer Value Director and manage the Service Leaders to fulfill Emerson’s contractual obligations on all customer service level agreements, contracts and projects.
  • Growing the Business: Meeting the Emerson business growth objectives in the area of Systems, Instrumentation and Plantweb on site services. To grow the Service Business by supporting sales with technical expertise, correct strategy and high customer satisfaction. Grow and Develop the service team with stretched OKR based targets, provide the autonomy, mastery and initiative required to build a strong team. Focus on business development ideas and procedures to further develop the overall operation in the region.
  • Cost Center, Budget and GP Management: Responsible for budgeting, cost center control, financial reporting and forecasting of service business. Development and management of the associated Cost Centre budget to achieve cost recovery targets.
  • Achieve the required Utilization of Service Engineers: Lead the service leaders and sales organization to utilize the service team inline with the business target. Improving efficiency by implementing best practices, standards and tools.
  • Recruitment and Coaching: Recruitment, development and coaching of engineers to achieve a high level of professional performance and behavior.
  • Sales Support: Active role in selling services, both personal and in cooperation with local sales force. Analyzing market/customer needs, develop the necessary service portfolio and drive the European Lifecycles Services programs in the country.
  • Using Emerson Standards and Tools: Achieve a high usage rate for the new tools and standards developed by Emerson Service Management Office and other functional leaders.
  • Efficient Management in Matrix Organisation: Effectively interface and interact in the matrix organization as a Multi BU operational leader.
  • Trade Compliance and Ethics: Adhere to local and international Emerson Trade Compliance procedures in connection with all transactions and business practices.
  • Customer Relations: To develop external relationships at service management level to understand customer needs in order to make Emerson the natural choice for end users in our market. To develop partnerships with customers and act as the focal point for ensuring customer satisfaction across all the project work undertaken by the team. Constantly communicate with the key customers and the team with periodic customer meetings and internal one on one meetings.
  • Service Lead Generation: Focus on increasing Service Lead Generation by making monthly follow up meetings, measure the leads and support the sales to convert the leads to actual sales.
  • Business Development: In conjunction with SMO, Customer Support and Sales; create and maintain the strategic plan for local business support and development. Develop new tools, rules and procedures to further grow the service business.
  • Resource Management: Ensuring that all service personnel are adequately staffed based on the Sales and Operations Planning and Service Utilization. Manage the department to have the right people in the right place (locally and on site) with relevant expertise and innovative portfolio of services in order to meet and exceed customers’ expectations. Providing leadership to all Service Personnel: maintaining and developing the team to be capable of executing, commissioning, and maintaining of service projects, on – call services, periodic services and having a skill set profile which is alignment with the business forecast and strategic plans.
  • Career Growth Plan: Personal and professional development of the whole team including employee development, training, coaching and PEP talks. Collate and report performance feedback for individual group members. Modify Emerson Career Plan for local team and execute the plan in a timely manner increasing employee loyalty.
  • Backup Structure: Train and develop personal backups for your own future opportunities. Make a complex backup structure where at least two team members can backup each one with the relevant expertise.
  • Employee Experience: Focus on employee experience as much as customer experience by building a praise system in Teams, giving achievement awards for great success, getting their expectations and solving their problems and making the operations easier and efficient. Develop a one on one meeting and staff meeting structure for constant communication, transparent management, performance feedback and praising.
  • Service Facility and Team Certification: Achieve the target certification level for all service personnel and the facilities.
  • Stakeholder Management: Manage the expectations of the stakeholders and functional leaders in Europe and local office.
  • SMO Audit: Achieve the target SMO audit score by following up and ensuring the required activities, tools usage and certifications by the whole service team

Qualifications

Requirements

  • Engineering Degree¬ (BSc or MSc) (Technical background).
  • 5 + years hands proven experience in line / people management role.
  • 10 + years experience years in the domain of customer services.
  • Good communications skills and fluent in English –written and spoken.
  • Basic Financial Training.
  • Business minded and commercial skills & entrepreneurial spirit.
  • Excellent computer skills.

At Emerson, we are committed to fostering a culture where every employee is valued and respected for their experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and brings the best solutions to our customers. This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place.

Diversity and Inclusion at Emerson is about welcoming, respecting, and valuing the differences each employee possesses. Inclusion is creating a real sense of engagement, belonging and connection for all employees. Learn more about our Culture & Values and about Diversity & Inclusion at Emerson

Expected salary:

Location: İstanbul

Job date: Thu, 03 Jun 2021 22:24:24 GMT

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