Service Manager (HE LLC) (53775)

Job Description - Service Manager

Hanley Energy, LLC – US Eastern Region (IAD)

Company Profile

Hanley Energy is a globally recognised award-winning innovator in energy management, critical power and data centre control solutions for a diverse range of business sectors.

Headquartered in Stamullen, Co. Meath, Ireland with an Engineering Office in Dundalk, Co. Louth and a manufacturing facility in Kingscourt, Co. Cavan, Hanley Energy also have offices in the US, Australia, Sweden, South Africa and Germany. We have a wealth of experience and expertise in supplying, designing, installing and supporting energy monitoring and management systems, and critical power and data centre control solutions for a range of Irish and international clients in a variety of business sectors.

Service Manager

The Service Manager will play a key role in managing and directing the Service Team and supporting assigned products with Hanley Energy customers.  The role will require a strong personality; keeping direct and indirect employees to the agreements that were set and agreed.

Job Responsibilities

• Create a positive and motivating atmosphere in the company.
• Become a brand ambassador for the competence base within Hanley Energy.

• Lead the Service Department to ensure full alignment with company strategy for growth globally.
• Ensure Service is delivered to the highest quality and safety standard with maximum efficiency.
• Develop best practice guidelines and standards for the Service Department.
• Resource Management - allocate resources to meet service dept requirements, both in offices and on sites
• Recruitment and development of personnel – internal training, performance appraisals, mentoring, etc. for personnel based in the office and on sites
• Support the development of execution strategies for service dept deliverables.
• Support commercial and risk reviews of service department.
• Manage the on-call roster and cover, for all service staff completing 24/7/365 emergency call outs.
• Manage Hanley Energy service contracts and have full understanding of specific Service Department obligations to customer (e.g. ‘response time to site’ etc).
• Prepare documentation and service reports (e.g., repair status, RAMS, MOPs etc.) for the purpose of conveying information and/or providing supporting materials for requested actions.
• Assist with providing monthly reports to customer on incidents/call-outs which occurred on HE products.
• Participate in bi-weekly customer reliability meetings (product specific), with Hanley Energy Engineering and Quality Teams.
• In remote/new regions, participate with selection of HE Regional Partners to complete service-related activities. Arrange service contract agreements with these 3^rd party companies. Conduct monthly meetings with these regional partners to ensure required resource and skill-set available to represent Hanley Energy.
• Monthly Department meetings with Global Head of Service. Assist with yearly Department budgets with Global Head of Service.
• Liaise closely with HE Quality Team on any re-occurring issues on HE Products and derive permanent solutions with Engineering/Design teams.
• Support HE Sales Team with any new product introduction with possible new customers – will require proactive approach and willingness to work with Hanley Energy R&D Department.

• Performance Management of staff including the development and training of your team. Provide frequent coaching to support employees in learning or improving skills (effectively matching your style to the needs of the individual).
• Setting KPI’s for service-team staff. Openness to internship programme.
• Account for Service Dept employees and ensure HE Health & Safety policies and procedures are being adhered to.
• Ensure all Service staff have the correct training records and safety equipment prior to commencing any service-related task.

Qualifications & Requirements

• 2 year degree
• 5 years’ experience in similar role.
• Broad experience in interdisciplinary coordination on large scale projects preferably across all our sectors.
• Experience in commercial management at both departmental and discipline level.
• Good communication & people skills.
• Good time management skills.
• Self-starter and decision maker.
• Thorough understanding of work management and scheduling business processes.
• Excellent problem-solving skills.
• A complete understanding of maintenance processes for electrical equipment and data centre industry.
• Effective leadership and decision making in overall business management.
• Comprehensive understanding of preventative maintenance requirements involving electrical inspections. Interpret these results and form corrective action plans to minimize breakdowns and maximize value.
• Excellent knowledge of Health and Safety policies and procedures.  Strong commitment to safe working practices.
• Infrequent international travel to customer sites and/or regional partner premises.

Skills

• Customer Focused.
• Work as part of a team.
• Able to work under pressure in a fast passed environment.
• Outstanding communication skills.

Salary : $120,000 - $140,000