Area Field Services Manager

Job Description Summary

The Field Service Area Manger of GA MENAT SABAP Cluster assigned country, area, customer and end user will be leading cross-functional teams to identify and implement best-in-class solutions in a timely and efficient manner to support project delivery through management of site related activities & resources and applying operational standards throughout our field execution teams.
Field Service Area Manger will also own the overall Field Services process in the SABAP Cluster assigned country, area, customer and end user covering AMC and PAC portfolio of GA, lead and motivate the Field Service Engineers, team leaders and coordinate with Technical Applications, Quality, Project Management, Engineering, Plant and Operations teams as required to develop best practices and to achieve strategic objectives defined for GA business when it comes to project planning, execution, customer satisfaction and intimacy with customers.

• Lead all Grid Automation's Technical Field Service team and ensure high levels of team motivation in AMC and PAC.
• Responsible for the leading the Testing & Commissioning (T&C), Maintenance, technical support of CCS & DCS projects, CIC products & projects, M&D Projects, projects, and any other GA related projects.
• Responsible for the resource planning and forecast of the technical support, field engineering and Site commissioning team.
• Man-days (MD) estimation and MD control to be within the estimation of the projects/tech support works.
• Manage resource planning and workload of the team to ensure 90% and above billable ratio
• Managing the recuring service projects of GA
• Utilize Salesforce/Servicemax/Support@GE and other tools in daily activities and reporting at least for 90% and above of missions
• Manage services projects maintaining Sales, Billing and Cash KPI's in line with operation team
• Liaise with other members of a multidisciplinary team
• Provide support to operations team to control projects effectively in terms of budgeted profitability, planning, and general reporting (internal / external).
• Ensure that agreements with customer for documentation lead times, delivery, reliability, and quality are achieved within the budgetary constraints agreed within the Unit.
• Coordinate workplace EHS issues and ensure availability of suitable PPE for T&C personnel, both internal and subcontracted
• Strictly apply EHS policy for field operations. Conduct Gemba Walks and HSVs and promote EHS culture for all team. Demonstrate EHS leadership and ensure Zero Deviation Plan is implemented within the team and setting the example by demonstrating the proper acts and actively observes work conditions and behaviors, giving constructive feedback and celebrating EHS effective prevention.
• Oversee the process of renewal of approvals of T&C, FSE engineers from key accounts
• Analyze skill matrix, competency gaps and address people development needs through proper training and development plans for Products & Systems of GA.
• Ensure effective cooperation with other branches of Technical Services covering M&D, AMC & PAC.
• Ensure commitments to customer are met in accordance with contract with clear feedback through consistent customer interaction, e.g. communication, (phone, e-mail, etc.) customer meetings, periodic reviews, and etc.
• Implementation of all applicable tools like Service Max, Time Control, WL as per the PL guidelines
• Plan resources to the respective activity in AMC or PAC, make timely review of resources, allocation, training and skill sent management.
• Work closely with ITO team to support new opportunities preparation and negotiations. This includes conducting site surveys and deals estimations.
• Work very closely with R&D team to address AMC and PAC issues and provide the needed feedback to the product management team
• Be involved in discussions with multiple functions and teams about the quality improvement in processes, procedures and ways of working
• Ensure to have work Standardization for all applicable Technical Support, Field Engineering activities for T&C, troubleshooting, maintenance and repair.
• Manage customer trainings for projects, stand alone requests in product, system & application in operations, maintenance, applications.
• Effectively communicate directly with customers to ensure excellent customer service and to build and maintain customer intimacy
• Prepare all regular required reports on a timely manner (Weekly/Monthly/Quarterly reports)
• Good understanding of the GE business processes, costing, tendering, contracting practices, T&C, and logistics.
• Lead and develop cluster's Customer Support sales service organization to become top class reference in the region, aligned with customer expectations.
• Propose and establish, if required, onsite repair labs in cluster countries and own RMA process
• Define streamlined processes and advanced tools to maximize resources utilization and speed up customer responses.
• Lead the improvement of KPIs for customer requests resolution, customer complaints, CEI, CERs and product repairs time & quality (any level of complexity) as set by the business.
• Support the team in providing advance technical support and be a trusted advisor to customers.
• Promote Maintenance service agreements (MSA) offering in coordination with the GA AMC/PAC PL, co-owning plans, and actions with the goal of expanding our activities in the regions, segments, and accounts
• Collaborate and coordinate with Product Management, Technology, Global Supply Chain, and other divisions of the Product Line to provide them with quality inputs for any future improvements in our processes, products, and solutions
• Responsible for the technical aspects of GA projects including technical responsibility site commissioning management.
• Support production through the manufacture of projects

• Bachelor's Degree in Electrical/Electronic Engineering and/or minimum of 10 years' experience in electrical Substation technical services/works in GA.
• 10 years minimum relevant experience in international activities for multi-disciplinary projects with a sound appreciation of the technical and contractual requirements of the project e.g. Protection & Control for Substation Control System, Telecom, Monitoring & Diagnostics Projects in the region.
• Minimum 5 years of relevant experience in Applications/Technical Support or commissioning field
• Project management experience
• Exposure to the Services/Aftersales activities in Cluster.
• Comprehensive knowledge of Salesforce/Servicemax/Support@GE tools
• Demonstrated active risk management and ability to collaborate cross-functionally
• Robust Microsoft Excel and PowerPoint skills with which to facilitate project tracking and communicate project status and issues
• Fluent in English, with advanced communication soft skills.
• Ability to lead, manage and organize multiple teams and activities, as well as required staffing, development, and training plan for different teams.
• Skills in planning, resource management, financial and legal/contractual aspects of project management
• Ability and willingness to travel across the cluster without limitation.
• Knowledge of competitor products & solutions is advantageous.
• Have a working knowledge of commercial, contractual conditions, ideally in electrical power system or associate industries

• Master's in Business is an advantage, but not compulsory.
• Comprehensive knowledge of GE Aftersales/Applications procedures, FSE tools and active usage of all required tools on a timely manner
• Arabic language is a plus.
• Growth mindset and ability to act on constructive criticism
• Project execution and management experience
• Genuine commitment to EHS culture
• Ability to manage customer, partner and external relations under pressure while remaining mindful of business/project goals
• Ability to influence internal stakeholders and functions laterally and upwards to achieve common project goals
• Ability to succinctly communicate to senior leadership key project issues with appropriate visual aids
• Ability to create genuine team dynamics and shared ownership of project goals
• Ability to project self as true leader of the project and ultimate collaborative decision maker
• Strong sense of urgency & drive for results
• Extensive knowledge of key customer process in the country of project.
• Extensive knowledge of Project Management, Engineering, Supply Chain, Site Construction processes, Company's Customer base and Suppliers base.
• Strong negotiations skills