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Service Operation Manager, Apac
2 weeks ago
**At Hitachi Energy our purpose is advancing a sustainable energy future for all. We bring power to our homes, schools, hospitals and factories. Join us and work with fantastic people, while learning and developing yourself on projects that have a real impact to our communities and society. Bring your passion, bring your energy, and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation**
To lead the execution of Service Level Agreements for the Grid Edge Solutions business across the APAC region and ensure that all related activities are performed in accordance with Hitachi Energy policies, contractual agreements, quality standards, health, safety & environment requirements, financial targets, as well as schedule commitments including forecasting & placing demand for the resources required. The role will support activities related to project execution in the after-market service and interface with product management and engineering to position the unit for the current and future success. Supports the Local HUB and Business Managers in overseeing team development and process improvement to continually increase the effectiveness of project execution.
**Responsibilities**:
- Service Level Agreements: SLA Management across the APAC region including Forecasting PMs, Demand scheduling and Invoicing & Cash Collection, owns Service Revenue Gross Margin & Cash for both SLA and NON SLA GES customers, mining the installed base of GES customers with a view to increase the revenue stream from customers by XX $/ year. Passing on quotes to Central Tendering team for getting commercial proposals for conversions, modifications and upgrades. Ontime delivery of spares and other deliverables to the customers for all the orders (for both SLA as well as transactional customers) that will be quoted by the centralized Tendering team.
- Services Project execution and control, planning and scheduling: Ensures SLA projects follow execution best practices and company policies. Effectively monitors and controls project progress and efficient resource utilization. Monitors and controls project financials, overseeing project invoicing status, cost, expenses and cash flow, tracking the achievement of financial target continuously. Identifies, qualifies, quantifies and manages project risks, and ensures that all opportunities are identified and pursued. Captures, analyzes and shares lessons learned throughout the project. Creating and maintaining on an annual basis the customer case hours and to ensure that excess is billed per the contract to the customers.
- Contract, Warranty claims, Demand Placement and Procurement management: Ensures that the SLA project consistently applies contract and warranty claims management, in accordance with company policies and contractual agreements. Ensures that required engineering & procurement activities for field services, materials and equipment for the project from external and internal suppliers are performed by the assigned resources along with issuance of the final report to the customers.
- Coordinates with Supply Chain Management, and successfully procures all required field services, materials and equipment for the project from external and internal suppliers. Extended warranty management of the customers including tracking and providing the data of performance degradation back to Engineering to derisk the portfolio.
- Stakeholder relations & Project risk mitigation and recovery: Acts as key contact for the customer and escalation point for SLA related issues. Builds and maintains strong relationships with internal and external stakeholders and effectively communicates with all stakeholders. Leads project risk mitigation and recovery efforts, i.e. the rapid assessment of SLA project issues, mitigation and improvements. Be a single point of contact for the SLA as well as non SLA customers and manage end customer relations thro’ NPS surveys
- Budget, sales and operations planning: Participates in the business planning and budgeting process, jointly with Management and Controllers. Participates in Sales and Operations Planning and takes actions to close potential gaps in project execution capacity.
- Health, safety and environment (HSE): Ensures the project follows and complies with company health, safety, and environmental policies.
- CASE & Data Management Services: Collection of customer data thro’ e MESH or Offline for analysis for both customer as well as internal purposes. Collaborate with Service Engineers and Engineering to prepare preventive maintenance reports for submittal to the customer. Raise cases and follow up based on logs collected during the maintenance jobs at the site. CCRP Management thro follow up and collaboration with appropriate Engineering support to resolve customer issues. Customer forced outage notification and coordinating for demand placement of appropriate service engineers to site.
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