Field Service Manager

Job Summary

We are seeking a highly motivated Digital Solutions Delivery Manager to lead our efforts in driving digital transformation and delivering exceptional customer experiences across the region. This role will focus on achieving connected revenue goals fostering customer satisfaction and ensuring financial targets are met while promoting a high-performance growth culture.

Key Responsibilities

#### 1. Accelerator Operating System
- Collaborate with operations to achieve software orders delivery targets.
- Work with support teams to deploy Pole Forge orders effectively.
- Own top two upsell opportunities per region driving revenue growth.
- Track and target extra work orders contributions of your team/pole.
- Conduct a minimum of ten customer visits per month to enhance Customer Satisfaction (CSAT) and Net Promoter Score (NPS) while identifying growth opportunities.
- Partner with Customer Success Managers (CSM) to support upsell growth and gain visibility for deployments.

#### 2. Customer Focus
- Achieve over 80% average Forge health and drive regional customer NPS of 60+.
- Align labor capacity with demand acting as a General Manager to optimize resources.
- Conduct monthly Forge contract profitability reviews to identify root causes and improvement actions.
- Achieve remote Enterprise Business Intelligence (EBI) upgrades targets aligned with the connected strategy.
- Evaluate HBOC performance on connected contracts with the regional team.

#### 3. Digital Transformation
- Facilitate regional teams in delivering connected strategy roadshows to promote connected solutions.
- Connect EBI sites to the connected platform according to Annual Operating Plan (AOP) targets.
- Partner with sales to develop a documented operational plan expanding software coverage in the installed base.
- Drive growth customer satisfaction and HBOC remote hours targets.
- Ensure compliance with software and OS updates on contracted installed bases and meet deployment timelines.

#### 4. Financial Targets
- Achieve connected revenue targets as outlined in the AOP.
- Attain remote maintenance targets through HBOC for 20% of connected sites to enhance productivity.

#### 5. High Performance Growth Culture
- Recruit top talent build succession plans drive employee engagement and promote diversity and inclusion.
- Ensure an overall Performance and Leadership Indicator (PLI) score of 90 or higher and a Voice of the Employee (VOE) score of 74+.

Qualifications

- Bachelors degree in Computer Science/ Instrumentation or equivalent experience.
- Proven experience in digital solutions delivery or management.
- Strong understanding of connected strategies and software solutions.
- Excellent communication leadership and interpersonal skills.
- Ability to analyze data and drive business decisions based on insights.
- Familiarity with customer success metrics and relationship management.