Job Description Summary

All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts the team's ability to achieve service, quality and timeliness of objectives.

The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required.

Job Description

Roles and Responsibilities

• Portfolio customer relationship ownership, operational excellence ownership, & team leadership for assigned area
• Typically a 2nd line manager with senior professional direct reports. Has the ability to attract and retain talent. Often manages medium to large teams. Developing expertise in own function. May include roles that are experts in their discipline, providing professional or thought leadership . Influences policy and ensures delivery within area of responsibility, linking with other parts of the organization.
• Interprets internal and external business challenges and recommends best practices to improve products, processes or services. Utilizes understanding of industry trends to inform decision making process
• Leads others to find creative solutions within complex manufacturing processes with technical variety and/or interdependent production cycles. Employs sophisticated operational/product management, manufacturing or engineering techniques. Interaction with adjacent functions needed to solve issues. Has the ability to evaluate quality of information received and questions conflicting data for analysis. Uses multiple internal and external resources outside of own function to help arrive at a decision
• May lead functional teams or projects with moderate resource requirements, risk, and/or complexity. Presents business or technical discipline solutions to leaders. Communicates complex messages and negotiates mainly internally with others to adopt a different point of view. Influences peers to take action and may negotiate with external partners, vendors, or customers.
• Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation.
• Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. Stays informed of industry trends that may inform work.
• Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision.

Required Qualifications

• This role requires significant experience in the Services & Customer Service Management.
• 10+ Years of customer experience as well as excellent technical knowledge of Legacy TS technology.

Desired Characteristics

• Strong oral and written communication skills. Strong interpersonal and leadership skills. Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs / projects. Ability to document, plan, market, and execute programs. Established project management skills.

Additional Information