Responsibility:
The role is an essential part of Services and project team in driving growth across the Global Sales & Operations team for both spare parts and services. The role provides accurate and timely service/parts projects delivery during the entire orders cycle to ensure key corporate objectives are met. The role develops, operates and maintains order processes and procedures that will meet the needs of the organization. In addition, he/she will be responsible for Service Delivery, Planning/Coordinating of Field Services team for planned outages, troubleshooting, and technical assistance. In addition, he/she will be responsible for managing the processes and systems to ensure customer satisfaction is achieved
Authority:
Responsible for directing the activities of the company services and project department. Manages direct report employees and ensures all assigned tasks for his department and direct reports are reached as per the company strategies goals.
MAIN RESPONSIBILITIES
- Management of project budgeting process (– be it coordinating with Joint Ventures or internal management.
- Manage and coordinate effective cost control systems and reporting to EO.
- Manage and report on progress in relation to Capital Projects Approval and spending including managing department budget
- Manage documentation and records to support all transactions and operations with coordination with the technical and operation departments
- Coordinate and provide the necessary information and reporting to the Financiers under the relevant Finance Facility when and where due.
- Provide timely and accurate reporting and analysis in relation to internal business, and customers
- Ensure the completion and submission of Statutory, Government and Industry requested statistical data.
- Ensure the provision of administrative support and services for the organization.
- Provide advice on how to optimize the business.
- Review and approve orders to supplier/subcontractors using company CRM/forms ADM.P02.F01/F02 from the appropriate entity.
- Issue order acceptance/acknowledgment either by using TCCS form ADM.P02.F033 or customer forms and saved them in the appropriate project folder/CRM.
- Check all purchased parts are within quality and engineering compliance and issue a certificate of warranty and conformity based on back to back with supplier/manufacturer ADM.P02.F043
- Issue packing slips based on the CRM tools ADM.P02.F07, or in case needed for partial shipping or service project issue a manual packing slip/shipping invoices ADM.P02.F05/F063and get the delivery note signed and saved fin project records ADM.P02.F08
- Create a project folder/account in the CRM and record all expenses, invoices, documents in the project and to allow a live date tracking for all project expenses/invoices, profit/loss…etc , in case needed you can use the manual tool ADM.P02.F099
- Manage the control of none conformance by applying the correct action plan to improve company quality and services for future projects MGT.P06.F01
- Support of lead generation campaigns. This activity includes the management of 3rd party providers, follow up activity aligned with the sales function, evaluation of campaign effectiveness and reporting.
- Ownership of the win/loss process. Management of internal and external win/loss reviews. Production of customer win/loss reports.
- Co-ordination of cross-functional feedback and recommendations for change.
- Management of Account and Strategic Account Plans. To work with the sales teams and cross-functional areas to produce the plans. To ensure that the Plans are up to date with the latest commercial inputs.Project Operational Duties:
- On-site technical and operational support in the design, development, installation and maintenance of rotating equipment and systems of power sector by coordinating the support of the technical department
- Develops and submits reports covering all job activities to customers.
- Guides the maintenance of tools, test equipment, calibration items, etc to TCCS team during assignments and coordinate with other functions and department to provide full support to operations team assigned.
- Develop the planning and estimating of labor categories, rates, material costs, transportation expenses and per diem rates to complete proposals.
- Review of task plans, drawings, and installation schematics and provides continual guidance throughout task duration.
- Define project scope, goals and deliverables that support collaboration partners internationally.
- Develop full-scale project plans and associated communications documents.
- Estimate the resources and participants needed to achieve project goals.
- Draft and submit project budget proposals, and recommend subsequent budget changes where necessary.
- Where required, negotiate with other department managers for the acquisition of required personnel from within the company; (i.e the use of in house engineers from the technical department)
- Determine and assess need for additional staff and/or consultants and make the appropriate recruitments if necessary during project cycle.
- Identify and resolve issues and conflicts within the project team.
- Create, edit and implement company policies pertaining to the department and propose to the operation department for drafting and necessary approvals.
- Assign duties and work direction to department personnel.
- Review and sign off on all deviations, engineering change notices as applicable per the approval/notification requirement for service and solutions projects
- Manage and establish field service spare parts list, training and support to sales and technical teams.
- Use all dedicated process flow, templates, forms. Procedure as per company quality plan including: STD/P01 (all forms)
- Monitor work procedures, work schedules, and expedites workflow.
- Monitor service calls to observe employee’s manner, technical accuracy, and conformity to company policies.
- Responsible for installation expertise, calibrating, configuring, testing, maintaining, evaluating and troubleshooting, pre-commissioning, commissioning and repair as necessary.
- Comply with all safety policies, practices and procedures at all times. Develop and maintain safe habits and practices with regard to safety requirements on site and in the plant facility and report any breaches or concerns on health and safety matters to the EO.
- Identify and manage project dependencies and critical path.
- Plan and schedule project timelines and milestones using appropriate tools.
- Track project milestones and deliverables.
- Develop and deliver progress reports, proposals, requirements documentation, etc.
- Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
- Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
- Define project success criteria and disseminate them to involved parties throughout project life cycle.
- Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.
- Build, develop, and grow any business relationships vital to the success of the project.Service Assignment Responsibilities:
- Managing all technical service engineers and service administrators.
- Responsible for the management of processes and systems to exceed the client’s expectations.
- Monitor customer satisfaction with a sales team coordination.
- Use best business practice to improve efficiency, reduce operating costs while increasing productivity.
- Strategic planning and running day-to-day operations of the service delivery function.
- Report status to the Operations, Sales and EO team, including call out analysis.
- Responsible for the services management on 24/7 365 ‘On-Call’ emergency response function.
- Overseeing the field services engineers job planning process and monitoring field services’ workload
- Overseeing, and review technical reports before final submission to the client: STD/P01/F20
- Monitoring service standards and implementing quality-control programs to ensure highest standards.
- Ensuring that all jobs processes are accurate through to completion.
- Liaising with other departments, e.g. Projects, HR, Operations, and Finance.
- Working with the management team to implement the company’s policies and goals.
- Identifying and reporting of process/procedure issues and suggesting development ideas.
- Ensuring that health and safety guidelines are strictly followed.
- Responding appropriately to emergencies, urgent issues or customer complaints as they arise.
- Communicating courteously with customers by telephone, email, letter and face to face, etc.
- Reviewing engineers’ performance, setting and monitoring KPI’s, dealing with discipline issues.
- Planning for future development in line with strategic business objectives
- Analyze statistics or other data to determine the level of customer service the organization is providing
- Learning about the company’s services and keeping up to date with changes.
- Preparing and communicating reports to top Managemen
Qualification Requirements
Education
Bachelors Degree and 10+ years of project management and field services/operational leadership
Knowledge, skills and abilities
The following attributes are desirable for job success; exceptional communication and organizational skills; detailed oriented and accurate especially with numbers; customer service experience; able to work under pressure; self-motivated and self-directed; ability to assert oneself; exemplary time management skills; ability to work with staff in solving problems and ability to take directions and functions as part of a team.
Personal characteristics
- Demonstrating a high level of technical competency, knowledge and understanding of operations service delivery, service development, government policy, legislative frameworks and key issues across more than one discipline / functional area of service provision.
- Management experience of managing one or more of the specified functional areas, to contribute to the effective management of the Division.
- Knowledge and understanding of key performance indicators, sufficient to carry out the duties of the post and experience of performance management, producing business and operation service improvement plans and reviewing and developing risk registers and service continuity plans.
- Experience of change management and service transformation arising from managing a range of disciplines with a varied workload and the ability to plan, organize and priorities workloads to satisfy performance targets and deliver value for money services.
- Ability and experience demonstrated by example of planning and managing resources to deliver efficient and effective operation services including the control of budgets.
- Experience of successfully managing a range of projects with internal and external stakeholders/partnerships and representing the division at committees, working parties, public inquiries, legal proceedings, and other external meetings and the ability to demonstrate a high standard of communication and presentation skills.
- Experience of carrying out research, benchmarking and consultations with internal and external contacts and using the information obtained to improve operations service delivery.
Experience
Experience: 8-10 years’ experience in Global Services and Project management especially in Energy, Oil & Gas sector.