Service Delivery Specialist
4 weeks ago
We are seeking a highly skilled and motivated Services Manager to join our team in Australia.
As a Services Manager Australia, you will play a pivotal role in ensuring the seamless delivery of services related to our cutting-edge energy storage systems, overseeing maintenance and operations, and managing Long-Term Service Agreement (LTSA) contracts with our customers.
Responsibilities- Client Relationship Management: Cultivate and maintain strong relationships with clients, understanding their unique needs and ensuring exceptional service delivery.
- Service Delivery Oversight: Lead the end-to-end service delivery process, with a focus on the maintenance and operations of energy storage systems. Manage LTSA contracts, ensuring compliance with terms and conditions, and fostering long-term customer satisfaction.
- Team Leadership: Manage and lead a team of field services engineers, providing guidance, coaching, and support to ensure optimal performance and professional development. Oversee the team's efforts in troubleshooting, preventative maintenance, and reactive maintenance activities.
- Project Planning and Execution: Develop and implement project plans for maintenance and operations, coordinating resources, schedules, and activities to meet project milestones and client expectations.
- Technical Support: Support the provision of technical expertise through your team to resolve complex issues, serving as a point of escalation for challenging service-related matters.
- Continuous Improvement: Drive continuous improvement initiatives to enhance service efficiency, effectiveness, and customer satisfaction.
- Collaboration with Cross-Functional Teams: Collaborate with sales, engineering, and product teams to ensure a coordinated approach to client services, product enhancement, and contract management.
- Training and Development: Work with our training team to develop and implement training programs for service teams to enhance their technical skills and knowledge. Also, develop training programs with our customers tailored to customer contracts.
- Network Operations Center (NOC) Support: Collaborate with the NOC team to enhance fault recovery procedures and develop training programs for improved incident response, ensuring minimal downtime and maximum system reliability.
- Vendor Interface: Maintain strong relationships with equipment vendors, participating in vendor meetings and negotiations to ensure the timely resolution of technical issues and the acquisition of necessary spare parts.
- Reactive Maintenance: Implement strategies to improve reactive maintenance procedures, reducing response times and enhancing the overall reliability of our energy storage systems.
- Bachelor's degree in electrical engineering, Renewable Energy, or a related field.
- Experience in the renewable energy industry.
- 5+ years of experience in a managerial role within the energy storage or related industry.
- Strong technical background and knowledge of energy storage systems.
- Proven experience in client management, service delivery, and contract management.
- Experience managing LTSA contracts is highly desirable.
- Excellent leadership and team management skills.
- Exceptional communication and interpersonal abilities.
- Familiarity with maintenance practices.
- Strong communication and interpersonal skills to collaborate with cross-functional teams.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Knowledge and experience working in high-voltage systems.
- Proven experience in vendor management and negotiations.
- Willingness to travel within Australia and occasionally APAC region as needed.
Fluence is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, marital or familial status.
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