Transformer Service Regional Operations Manager, Southeast

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Responsibilities:

• Ensures planning and execution of various service activities carried out abilities, both off and on site. Drives and monitors service execution with respect to the agreed terms of schedule, quality, cost, margin, and customer satisfaction.
• Allocates, drives, and monitors work to projects based on order content, delivery time, competencies and workload. Effectively utilizes available resources through proper planning and scheduling to meet delivery targets (e.g. OTD, response time, ordered service offerings, update of installed based data).
• Ensures work assignments are accurately classified as warrantee or non-warrantee status. Ensures that materials and components to feed service delivery are provided optimizing cost, stock, and timing.
• Collaborates within local service units and with other service teams to promote one Hitachi approach towards customers. Builds sustainable customer relationships to ensure local client growth, satisfaction and retention together with Sales. Drives consistent development of processes and practices based on customer feedback (Net Promoter Score (NPS)).
• Drives continuous service productivity improvement activities in the assigned Service team in collaboration with the Operational Excellence team. Utilizes efficient tools (e.g. Mobile Service Assist (MSA)) to streamline Service processes and applications to support the customer. Ensures the transfer of Service findings to the product/system local units for improvement of their offerings.
• Ensures compliance with health, safety and environmental directives, and ensures instructions and regulations are implemented well within the team (including subcontractors), while monitoring and reporting progress and results. Assesses risks and safety hazards and implements actions to ensure people and equipment safety.
• Ensures that the area of responsibility is properly organized, resourced, and supervised. Ensures all Field Service team members are certified in line with global certification and local regulations. Reviews competence levels to ensure each Service technician (including subcontractors) is appropriately qualified to handle jobs assigned to them.

Requirements:

• Bachelor’s degree and 5 years of Service Operations or Project Management experience OR
• Associate’s Degree and 7 years of Service Operations or Project Management experience OR
• High School Diploma/GED and 9 years of Service Operations or Project Management experience
• 5 years of Transformer service or power product field service experience preferred
• Proficient in Microsoft office products, (word, excel, power point)
• Ability to work independently and in a team environment.
• Must have strong communication skills to teach and coach others effectively.
• Experience interacting with direct customers preferred
• Strong communication, organization, and presentation skills highly preferred
• Demonstrated background in troubleshooting and problem-solving skills highly preferred
• Experience leading and managing field service personnel, including time reporting preferred
• Experience with performing employee reviews and assessments preferred
• Ability to travel up to 25% preferred

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