General Role Description
Develop and lead a Technical Services function for the assigned market segments capable of delivering responsive client support and service offerings that improve client performance, expand service revenue, and fulfill business unit (BU) Mid-Range Plan (MRP) commitments
Requirements
Role Accountabilities
· Develop and execute an assigned-segment Technical Services plan aligned with business unit (BU) Mid-Range Plan (MRP) commitments to define client service offerings, team capabilities, resource requirements, and revenue and margin objectives
· Identify, qualify, and advance Technical Services opportunities by defining technical scopes, resource estimates, and delivery approaches and collaborating with BU commercial leadership on proposals, pricing, contract terms, and order closure to achieve pipeline, revenue, and margin objectives
· Lead the delivery of assigned-segment Technical Services commitments in coordination with commercial, operations, engineering, Shared Services, and other Company groups to fulfill client, schedule, cost, quality, and business commitments
· Improve client operational performance by providing technical guidance, resolving technical problems, communicating relevant advisories and techniques, and recommending appropriate service solutions
· Resolve client issues by coordinating Company resources, suppliers, and clients, escalating matters appropriately, and communicating timely status and resolution information to minimize operational and relationship impacts
· Maintain a responsive Technical Services coverage and escalation model, including 24/7 coverage when required, by coordinating engineering, field, and parts resources through the assigned team, global resources, and approved service partners to ensure timely client response
· Develop the assigned Technical Services team by establishing priorities, planning and assigning work, maintaining a flexible staffing plan, assessing team capabilities, and ensuring appropriate training to meet current and future business needs
· Define, monitor, and analyze assigned-segment performance measures, including pipeline, forecast, orders, revenue, cost, margin, quote conversion, billable utilization, backlog, schedule performance, client response and satisfaction, warranty activity, and team capability, to optimize priorities, capacity, and execution and provide timely stakeholder visibility
· Lead the technical assessment and resolution of warranty issues by analyzing failure and warranty trends, recommending product or process improvements, and coordinating corrective actions and warranty charges with suppliers, manufacturing divisions, and relevant Company groups to reduce recurrence and business impact
· Develop and manage assigned-segment Technical Services capitalization budgets to achieve approved business targets
· Ensure the accurate and timely completion and approval of client post-service reports for warranty and client-paid work
· Direct Technical Services expertise and resources in collaboration with Shared Services and other Company groups to fulfill project execution commitments
· Lead continuous improvement initiatives that increase Technical Services quality, efficiency, responsiveness, and business performance
General Employee Accountabilities
· Bring full effort to bear on tasks assigned by manager
· Give manager best advice
· Give earliest notice when work cannot be delivered as specified
· Cooperate and collaborate with peers and interact cross-organizationally as specified by manager
· Exemplify Company Core Values: Integrity, Client Focus, Team Orientation, and Personal Commitment
· Comply with all Company policies, practices, and procedures and all regulations and laws
· Recommend viable improvements proactively
· Ensure effective utilization of business tools and processes
Manager Accountabilities
· Build and lead a team of committed and capable employees
· Plan for, appropriately assign, resource, and…