CSS Service Manager
In the current US business context, the need to develop and consolidate the Integrated Project Team (IPT) function for maintenance and after-sales assistance orders for automation systems installed at the main customers (Postal/Couriers/Airports). The Service Manager represents the "IPT Leader/PM Project manager" of the service order/project.
Essential Functions
As IPT Leader/PM Project Manager of the assistance and maintenance order/project, the Service Manager
is involved in the commercial initiative, contributing to analyze the sustainability of the commitments, and assessing the level of risk of the service order already in the proposal phase,
interfaces with the end customer for the management of contractual warranty and post-warranty commitments, in close coordination with the other company functions involved (proposal & sales, supply project manager, after-sales department),
defines and keeps updated the program of the project/service initiative assigned to him,
takes charge of and manages the budget of the initiative throughout the life cycle of the order,
negotiates the commitments and plans the resources together with the referents of the technical functions involved (e.g., engineering, remote support department, logistics and spare parts department etc...)
monitors the progress and measures the quality of the results of the tasks assigned, in close coordination with the technical referents, also activating sub-supplies of outsourced products/services where necessary for the completion of the initiative,
periodically report with economics key data and progress of the project , updating the forecast to complete and highlighting possible emerging critical issues,
interfaces with accounting department, providing timely evidence of the data necessary for issuing and for the progress of invoices based on what is provided for by the company and the contract.
Technical Requirements:
Project management (Gantt, OBS/WBS, progress reports, estimates/final reports)
Service management (SLA management, KPI, bonus/malus and penalties for maintenance services)
Knowledge of FMECA / RAMS analysis
Management of spare parts lists, warehouse management logic (stock levels, reorder lots, supply lead times, etc.)
Knowledge of the OEE analysis and continuous improvement topics
Knowledge of Customer satisfaction measurement (e.g. CSAT, NPS, CES, …)
Microsoft Office applications
General requirements:
Degree in Mechanical, Electrical or Electronic Engineering (with a focus on Automation)
Minimum 3-4 years of experience in the maintenance of highly automated systems
Experience in project management / coordination of work groups
Experience in maintenance engineering / spare parts logistics
Experience in economic management of supply and/or maintenance orders
Experience in managing the contractual relationship with the end customer
Excellent communication skills, both written and verbal
Familiarity with working in multi-cultural and multi-lingual environments
Leadership skills
Negotiation skills
Proactive Global is committed to equality in the workplace and is an equal opportunity employer.
Proactive Global is acting as an Employment Business in relation to this vacancy.
CSS Service Manager
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