Field Service Manager, Energy Industries

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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