What are the responsibilities and job description for the Sr. Manager Service Operations position at Vertiv?
The purpose of this position is to manage, plan and direct the service activities of Thermal and Power Service in the branch, achieve sales targets, manage expenditure within budget and ensure the company image is maintained and upheld at all times.
Key Responsibilities
Operational Execution:
- Ensure that the division is operated in an efficient manner and that a high standard of customer service is provided in response to breakdown calls, commissioning, installation and regular maintenance.
- Develop annual CE Audit programs and delivery to annual schedule ensuring that all corrective actions are completed in a timely manner.
- Manage Service Sales pipeline to delivery and exceed budget results.
- Work collaboratively with Senior Service Director to prepare forecasts, manage the sales group’s P&L, including orders, sales and SG&A as per the finance process
- Actively promote Service programs to accelerate growth of Service business at the direction of the Service Director.
- Ensure purchasing procedures are followed and control local expenses to within budget and levels of responsibility.
- Plan routine maintenance and ensure customer feedback process is maintained.
- Ensure Company equipment is cared for and maintained in good working order including Vehicles and Capital Equipment.
- Ensure Spare stocks and materials are adequate to requirements and conduct regular stock takes.
- Report to the Director Service ANZ on a monthly basis as directed and highlight any local issues as and when they arise.
- Assist in training and participate in customer demonstration or promotional seminars.
- Prepare regular reports and analyses of business achievements, opportunities and performance against plan KPIs to ensure compliance with Vertiv’s reporting protocols.
- Review, develop and communicate sales policies and procedures that contribute to creating a high performing team.
- Develop an understanding of and manage to best practice level, the complete sales activities process to ensure effective salesperson productivity.
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To assist the Finance division in resolving accounts payable issues.
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Ensure timesheets are completed correctly, countersign with Supervisor and forward to pay office by the due date, with accompanying paperwork e.g.: Doctors Certificate if required
Continuous Improvement:
- Identify opportunities to expand the Global Services offering and make direct representation to prospects and customers to expand the service business.
Planning, Process and Reporting:
- Work collaboratively with the Service Director to develop short and long range business plans
- Initiate, lead and manage an extensive and diverse range of projects which increase operational sales performance
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Proactively work with cross functional key stakeholders to identify and address business improvement opportunities
WHS, Environment & Quality:
- Comply with all Work, Health & Safety, Environment and Quality obligations
- Actively promote safety in the workplace
Employees reporting to Incumbent
- Service Supervisors
- Administrator
Main contacts within Company
- Services Team
- Project Managers
- Business Development Managers
- Technical Support Group
- Finance
Main contacts outside the Company
- Customers
- Contractors
- Suppliers
Education/Qualification:
- Trade or Engineering qualifications desirable
Specialist Knowledge:
- Servicing critical technologies
Practical Experience:
- People management
- Service management
- Forecasting & financial acumen
Personal Characteristics:
- Communication skills
- Collaboration
- Leadership skills
- Business acumen
- Problem solving skills
- Customer Service
- Agility