District Service Manager Iii

Career Area :

Manufacturing & Supply Chain

• Job Description
• Jobcode : 99762
• Salary Grade : 54
• Title : District Service Manager III CS
• Reports to : Regional Manager Customer Services
• Job Location : District Offices
• worldwide
• POSITION OBJECTIVE :
• This function is responsible to provide leadership for the company to support customer needs to ensure reliable, safe, and economic equipment start up and operation. Proactively manages customer's technical commercial and support issues. The position also manages all aspects of Solar's aftermarket business at the District Level, including Service Parts, Overhaul, Refurbishment, Expanded Services and Controls Retrofits, Field Service, ESA's and CMP's. The individual manages a team of Field Service Representatives, support staff, the District Office facility (building tools and equipment), which includes an overhaul and service parts support facility, to meet local government regulatory requirements, and management of Solar's QHSE program.
• DIMENSIONS :
• Operating Budget : $2.0 to $3.0 million
• Personnel Supervised : 1 to 3
• Annual Revenues : $15 to $35 million
• Annual Margin $7 to $18 million
• Annual Policy Expense <$1.0 million
• Annual Warranty Expense <$0.5 million
• NATURE and SCOPE :
• The incumbent manages all customer requirements for equipment support from commissioning throughout the life of the installation. This requires education and management of customer expectations, both technically and commercially, and leadership of multi-disciplines and other departments to ensure overall customer satisfaction and repeat business for sales of new equipment. Strategically the incumbent manages all aspects of the aftermarket business at the District level from preparation of plans forecasts and budgets through execution and measurement of results.
• 1. Business Responsibilities
• Plan and direct the customer interface of all field support activities, including parts sales, overhaul & repair, training, field service, maintenance contracts, CMS, and technical support in assigned area.
• 2. Staffing Responsibilities
• Develop manpower plans, staff, train, and motivate, through effective and timely performance review and sound management practices, a professional and effective workforce in order to achieve maximum efficiency of resources and highest level of profitability.
• 3. Customer Interface
• Manage all aspects of customer relationship and interface with senior customer operations, financial, and maintenance personnel. Coordinate with outside contractors and vendors on technical and commercial matters. Resolve specification work scope and payment disputes administer collections and negotiate settlements for disputed charges
• 4. Business Plans
• Prepare and manage district business plans to accomplish company financial and product support goals in line with Technical Service Center / Customer Services strategies.
• 5. Technical Management Responsibilities
• Manage the technical service activities from field start-up through warranty period and continuing operations
• 6. Programs and Strategies
• Develop field service programs and strategies to support the Sale of Customer services programs and products within assigned territory.
• 7. San Diego Interface
• Provide feedback on market conditions and customer programs to Customer Service management and other San Diego based functions,
• 8. Contracted Services
• Manage all outside services, vendor qualification selection and administration.
• 9. Facility Operation -Manage all aspects of facility operations, including security, communications, plant operating and maintenance, legal and regulatory requirements
• PRINCIPAL ACCOUNTABILITIES- Meet or exceed customer service planned revenues and margins for each segment of the business, in the assigned areaAssure the highest level of customer satisfaction and repeat business. Negotiate settlement of product and quality disputes-
• Prepare and manage accurate forecasts of revenues and departmental budgets, S&OP volumes, manpower and training requirements, capital equipment, field service utilization. ESA's, Warranty and Policy-
• Ensure that the customer equipment operates at maximum reliability, without excessive cost of ownership. Work with internal departments to develop solutions for ongoing problems-
• Develop proposals for new CS products and programs, conduct sales calls, and presentations. Attend trade shows and seminars represent Solar at public functions-
• Prepare market and competitor activity reports. Prepare technical reports on equipment operation serviceability and customer problems-
• Oversee inventory utilization and management, determine quantity levels, and capital requirements- QUALIFICATIONS :
• Prefer a four-year degree in Engineering or Business or 6-8 years in experience and formal education. Requires a technical background with some experience in service and customer contact. Knowledge of gas turbine products and markets is