Field Service Staff Manager

Description

Northeast-Western Energy Systems USA (NES WES) a division of INNIO provides fully integrated Combined Heat and Power (CHP) and Distributed Generation (DG) power solutions through 10MW power blocks. Jenbacher CHP and DG solutions provide world class electrical-thermal efficiencies with industry leading emissions. Jenbacher CHP and DG Equipment provides best in class fuel flexibility with capabilities for natural gas biogas propane syn gas and automated dual fuel systems.

• Direct management of the onsite operators within the dedicated operational region NY/PA and CA (KPIs: quality of work; profitability; target agreements; employee development; EHS and customer satisfaction).
• Responsibility for the quality of work execution of Customer Contractual obligations; repairs overhauls and warranty procedures across all product lines in the service region in close cooperation with the WP.
• Collaboration in the strategic planning of the operational region.
• Ensuring compliance with the work safety guidelines of all subordinate employees and contractors or external companies employed in the service region.
• Supporting the Service Team by developing and introducing standardized processes.
• Working closely with the Service Managers to ensure that customer requirements are met by providing a high quality timely service (e.g. on-site spare parts delivery new business opportunities).
• Cost optimization of service calls and fulfilment of service contract requirements.
• Escalation of complex technical issues to the Technical Services Group
• Implementation of and compliance with all safety-relevant requirements (EHS EHS audits escalation of EHS relevant topics to responsible parties).
• Increase customer satisfaction by ensuring fast response times and provision of the necessary service know-how.
• Review Operator timecards and hours billed
• Ensure on time job closing in working with operations staff
• Ability to manage multiple sites remotely while completing routine sites visits to all sites within the operational fleet

• Several years of experience in the electrical and/or mechanical field (preferably in plant engineering / energy sector) and in service (preferably)
• Previous manager or lead experience in an industrial setting
• Completed technical or electrical / electronic vocational training
• Excellent written and spoken communication skills in English
• High degree of flexibility and resilience
• Ability to motivate employees internally
• Ability to analyze and optimize processes and procedures
• High degree of customer orientation problem-solving and negotiating competences
• Confident handling of Oracle and Microsoft applications
• Knowledge of gas engine series of the Jenbacher products
• Willingness to travel