Service Operations Manager, Spain & Portugal Job (Madrid, Spain)

Job Number: 1437206 BusinessGE Energy Business Segment: Energy - Power & Water About Us:GE Power & Water’s gas engines business provides highly efficient and reliable gas engine technology for power generation and compression including heat recovery solutions and related service offerings to industrial customers around the globe. The business is built on three product lines including the Waukesha gas engines based in Waukesha, Wisconsin (US), Jenbacher gas engines with main operation in Jenbach, Austria, as well as the Clean Cycle heat recovery technology, which is produced in Stuart, Florida (US). Each business segment drives a strategy based on customer needs and market dynamics with basic strategic guidelines coming from the overall gas engines headquarters in Austria. Posted Position Title: Service Operations Manager, Spain & Portugal Career Level: Experienced FunctionServices Function Segment: Field Services Location: Spain City: Madrid Postal Code: E-28700 Relocation AssistanceNo Role Summary/Purpose:Act as a leader to the operational service team in order to achieve high customer satisfaction and employee engagement. Interface between HQ and Sub regarding operational service issues. Main driver of change in the service organization. Reports to the Country Service Leader. Essential Responsibilities - Coordination and management of the Service’s operational area to achieve highest possible level of customer satisfaction, ensure respect of all business interests and drive business development as well as staff development/promotion - Proactively drive and coordinate interfaces to GE Jenbacher Headquarters and other GE Jenbacher subsidiaries in all Service operational matters - Strategically and operational development, implementation and control of local principles/processes in line with the global services’ strategy and its initiatives - Development of Key Performance Indicators and metrics for Service Operations to effectively and on a regular basis control and steer actions taken - Proactive monitoring of technical and operational processes to achieve the plant availability required by the market and business strategies - Manage end enable Service Operation to conduct commissioning, repair, overhaul jobs etc. for the entire service product portfolio - Monitor and ensure compliance of staff to all official processes and right use of systems - Drive cost awareness and cost sensitive culture within business - Support other business areas, e.g. Service Headquarters, customer service management, sales, logistics, sourcing and technology by identifying process/system lacks and breakdowns, ad-hoc issues and development needs and pass on received customer feedback - Handling of all customer contacts in a proactive and professional way, both direct contacts and indirect contacts - Cooperation and proactive support to the local organization to ensure fulfillment of customer requirements and high quality, timely service (e.g. spare parts delivery on site, issue resolution, new business opportunities) and all other business needs - Continuously improve customer satisfaction by enabling the organization to fulfill fast response times, deliver expected results and provide the necessary service know-how - Drive EHS culture within local organization and implement & control all safety guidelines (EHS, regulations, …) with regard to e.g. (in-) direct observation and practice of all safety guidelines (EHS) to ensure safety for all staff and third-party companies - Drive cost optimization on service events and appropriate fulfillment of service contract requirements, aligned with customer service management - Active participation in and coordination of best practice sharing, quarterly OPS meetings with the global Service (Operations) network of GE Jenbacher - Chain of command management - Actively drive information flow towards Global Excellence Center on all-encompassing technical matters - Manage and develop service staff in reaching target agreements and participate in required or recommended trainings - Staff and continuously monitor appropriate staffing of the organization according to the required skill levels and qualifications, market needs and developments as well as business environment - Continuous monitoring of all resources for optimized utilization, appropriate allocation of jobs/duties to the right staff and rolling forecast of future need of resources Will have a team of +50 people under his responsibilities. Qualifications/Requirements: - Technical college or university degree or comparable education Business administration background and management expertise - Several years’ experience in the electrical and/or mechanical field, working in mechanical engineering/energy area - 4-5 years of Services experience desirable - Several years of verifiable management experience with local and decentralized teams, technical personnel and technicians - Ability to think and work in processes and standardized approaches - Strong customer orientation, problem-solving skills and good negotiation skills aligned to all business interests - Ability to motivate others, guide and manage a (remote) team - Practical experience in change management - Exceptional ability to handle stress, flexibility - Very good written and spoken English and local language The job requires travelling to customer sites in order to establish a good working relationship with customers as well as with the field service team.

This position, Service Operations Manager, Spain & Portugal Job (Madrid, Spain), was posted on February 9, 2012. The job is located in Madrid. Since this job has been published, it has been viewed 14 times.