Head of Service

Job PurposeThe role holder is responsible for managing the Service Field operations, including target planning by branch/territory, material and manpower planning, quality audits and internal process enhancements. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures. Key ResponsibilitiesStrategic ResponsibilitiesDevelops and implements strategic plans for own Aftermarket and Service Department in line with the organizational objectives. Reviews the financial performance of the Aftermarket and Service Department against budgets to identify and capitalize on potential areas for cost reduction and performance improvement opportunities.

Monitors the deployment of work processes in own Aftermarket and Service Department in order to achieve high performance standards, continuous improvement and compliance with organizational policies, procedures and standards. Participates in the development of the workforce plan for the Aftermarket and Service Department by providing inputs based on workload analysis and forecasting trends. Participates in the implementation, mission and cultural values across all employee groups in the Aftermarket and Service Department. Manages the implementation of approved Aftermarket and Service Department policies, procedures and controls so that all relevant procedural/legislative requirements are fulfilled while delivering quality, cost-effective services.

Core ResponsibilitiesDrives the implementation of the Service Field strategy, focusing on delivering the operational mandate within expected parameters of quality and customer satisfaction. Participates in the cascade of the Service Field plans (e. g. by branch, territory etc. ) in coordination with the General Manager of the entity to ensure the targets are achieved. Drives efficient planning and delivery of Service Field projects ensuring cost and progress are tracked, communicated and potential issues addressed, as necessary. Evaluates material and manpower requirements across and drives the Service Field teams to generate greater EBIT value through optimized manpower and resources utilization.

Leads account management of large projects, maintaining client relationships, ensuring client satisfaction with the services delivered and addressing issues with the Service Field teams to resolve client concerns. Liaises with key developers/contractors to position favorably for all upcoming tenders. Drives periodic review of ongoing projects to ensure they are in line with the established quality standards including operational procedures, document management etc. Liaises with the global/regional teams to ensure the provision of technical support to the Service Field teams enabling a culture of knowledge sharing.

Manages all technical reviews in case of spares order, modernization and repair enquiriesManages the coordination with Operations and Supply Chain Departments for emergency parts order/special shipment schedules. Drives internal process enhancement projects including roll-out of technology platforms, applications and solutions targeted at improving the operational efficacy of the Service Field teams. Monitors the customer service levels across to assess the quality of service delivered and improve customer satisfaction. Drives regular audits of entity/branch operations on methods and procedures followed and enforces use of market best practices to create process efficiencies.

Reviews the Service Field teams performance reports from all branches and publishes a monthly report to General Manager. Drives the collection and maintenance of data for the record of Service Field projects. People ManagementDevelops a continuous talent pipeline for key roles in the Aftermarket and Service Department and provides mentoring for high potential talent in the team. Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the department.

Develops talent within the department by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals. Minimum Qualifications, Experience And SkillsMinimum QualificationsBachelor’s degree in Engineering/Business Administration or equivalentMaster’s degree in Engineering/Business Administration is preferredProfessional CertificationsRelevant certification such as Certified Construction Manager (CCM), Project Management Professional (PMP) or equivalent is preferredYears of ExperienceMinimum of 8 years of relevant experience in managing field operations in a construction/engineering organizationNature of ExperienceAt least 6 years in positions of progressively increasing managerial responsibilities