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You will be working as Field Service Manager, will be the part of Process Automation Business Area for Energy Industries division based in Abu Dhabi, UAE. In this role you will be responsible for fronting delivery of contracts which are care / service agreement in nature, ensuring meeting all defined KPIs of such contracts, achieving customer satisfaction and facilitating service growth.
This position reports to
Service Manager, PAEN, UAE Cluster
Your responsibilities
Monitoring contract alignment and managing customer expectations by adhering to contract deliverables, managing costs to maximize value delivered, following change order process and claim management and working towards growing the contract
Implementing approved maintenance plans and programs as directed by the customer in accordance with the contract conditions, tracking, analyzing and improving key maintenance parameters such as asset utilization, cost, schedule compliance, etc
Being familiar with different methods of Root Cause Analysis and able to lead it as a loss management tool or as an incident investigation tool.
Attending maintenance meetings as per customer’s schedule and report progress of maintenance tasks to the customer as per the agreed frequency, achieving sales volume and revenues from existing care contracts and upsell and providing cost effective solutions to the customers and initiating improvement plans as needed
Driving, implementing, reporting and monitoring performance targets as part of the local unit P&L (financial, productivity, investments, customer satisfaction, operational excellence, etc.), managing flow of information to ensure that the support level of maintenance management team and the on-site maintenance teams are aware of relevant requirement on a timely manner to ensure completeness of task within or before the scheduled time
Collaborating with internal cross-functional teams to ensure customer receive proper escalation support on a timely manner, promoting value add service product offerings within care contracts supporting life Cycle Management (LCM).
Cooperates and coordinates activities with other ABB units and teams to harmonize Service activities and to maximize Care Utilization at every opportunity. Ensures the transfer of Service findings to the product/system Local Business Units for improvement of their offering
Supporting implementation of customer service experience program within local division, building sustainable customer relationships to ensure local client growth, satisfaction, and retention together with sales
Supporting sales resources in customer meetings, driving consistent development of processes and practicing based on customer feedback (Net Promoter Score (NPS)), ensuring customer satisfaction issues are registered and responded to by team
Ensuring that group’s and customer’s health, safety and environmental guidelines and directives are understood and implemented to ensure safety of people, managing all required reporting and documentation, ensuring all necessary data has been registered in a timely manner in the system
Monitoring client financial status and reports any changes regarding risk to relevant internal partner teams, identifying and managing potential risks relating to contract agreements across customers/channels and driving health and safety practices in own unit
Your background
Bachelor’s degree – Engineering; Electronics / Electrical
Minimum 8 Years of experience out of which last 4 years should be in the in the field of maintenance / maintenance contract management.
Power Plant/water Plant/Industrial/Oil & Gas Process Domain (one or more) Knowledge is a must.
Experience in GCC market is desirable.
Experience in Similar Multinational Organization like ABB is desirable.
3Knowledge of Contract & Risk Management
User level knowledge of Maximo / SAP is preferred
Experience in GCC market is desirable
Fluency in English language is mandatory
Benefits
Retirement plan
More about us
We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com.
Work model: remote #LI-remote
Work model: hybrid #LI-hybrid
Work model: on site #LI-onsite
Publication ID: AE85123464_E1
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