Field Service Operations Manager

Job Title: Field Service Operations Manager

**Wärtsilä Energy** is at the forefront of the transition to a 100% renewable energy future. We support our partners in accelerating their decarbonisation efforts with our cutting-edge technologies and expertise in power system modelling.

Did you know that Wärtsilä has delivered 79GW of power plant capacity and over 130 energy storage installations across 180 countries worldwide?

In this rapidly evolving energy landscape, we are always seeking forward-thinking talent to join our team and help create sustainable societies through technological innovation and services. Ready to join us on this journey?

Field Service and Workshop is currently seeking an enthusiastic **Field Service Operations Manager** to join our service team in Sydney, Australia. This role is open to applicants within Australia and requires daily attendance at our Huntingwood Office.

**Main Responsibilities**:
**Team Leadership & Development**
- Lead, manage, and develop the operations team to ensure timely delivery of customer orders with top-tier quality. Prioritize optimal performance of customer installations and customer satisfaction. Manage and mentor a team of Field Service Coordinators by planning activities, setting objectives, monitoring performance, and providing guidance and training to support professional growth.

**Cross-Functional Collaboration**
- Ensure seamless cooperation between sales support and operational resources to identify and capitalize on business opportunities, contributing to sales growth.

**Process Alignment & Standardization**
- Drive alignment and implementation of standardized work processes, tools, and ways of working within the area of responsibility, in accordance with FSWS organizational standards.

**Performance Monitoring & Improvement**
- Monitor order delivery performance in terms of margin and technical execution through regular reviews and reporting. Lead corrective actions through Operational Excellence and continuous improvement initiatives. Track and report local Field Service operations performance to ensure efficiency and effectiveness.

**Strategic Business Development**
- Take a proactive role in business development, enabling informed decision-making and minimizing surprises to support overall business success.

**Culture of Excellence**
- Foster a culture of continuous improvement by encouraging innovation and operational efficiency. Promote a “Zero Rework / First Time Right” mindset to build a top-quality culture among Field Service employees.

**Health, Safety & Compliance**
- Ensure all field service activities comply with health, safety, environmental regulations, and company policies.

**Organizational Effectiveness**
- Ensure the team structure supports effective decision-making, prioritization, target setting, and operational simplicity.

**To be successful in this role, we expect you to have**:

- Strong customer focus coupled with strong leadership skills, team & people management skills and a drive for developing and challenging status quo.
- Multiple years of experience in lifecycle services in leadership role and excellent understanding of FS processes and ways of working for FS Operations.
- Understanding of the local requirements both from legal and business perspective.
- Strong understanding of financials of the Wärtsilä Field Services business.
- Technical education or equivalent qualifications as a combination of education and experience.
- Excellent organizational skills and customer empathy.
- Demonstrable team working skills and the ability to adjust and re-plan in dynamic situations.
- Excellent communication skills and well-developed cultural awareness and sensitivity.
- Proficiency with standard MS tools, Qlikview, Power BI, SAP and Service Work Force.

**Your accountabilities and success metrics include**:

- Customer satisfaction
- Employee satisfaction
- FS Sales
- Margin & Margin Deviation (Planned Vs Actual)
- Planned vs Actual Costs
- Invoice disputes
- Time to invoice (TTI)
- WIP
- Other KPI set by Regional FS Operations.
- Drive Wärtsilä purpose and demonstrate Wärtsilä values.
- High integrity, listen with good intention, appreciate feedback and support people to grow.
- Strong emphasis on quality and safety.
- Customer-focused.
- Understand the value of collaboration and benefits it brings.
- Passionate about people.
- Excellent verbal and written communication skills in languages required to support the team.
- Good negotiation skills.
- Strong organizational abilities.
- Team player mindset.
- Ability to lead individuals from diverse cultural backgrounds.
- Good understanding of profit and loss and cost to serve.
- Develop an organization with high passion and drive - while making sure that it is fun doing business.

**Travel Requirements**:
**Why you and us**

**You are valuated - as your true self.**At Wärtsilä we value diversity and are committed in supporting inclusive work community.

**Your growth