The purpose of this role is to lead the Digital Energy Service Regional organisation in the execution of support contracts and non-contract field quote activity. Fully accountable for the financial performance of the Digital Energy regional Service business as well as delivering excellent customer satisfaction in line with our Quality standards & process.

The leader will be an active member of the Services Management team, driving best practices, margin improvement initiatives, migration to digital connected services, transition of legacy installed base, customer development, development and upskilling our Services workforce.

Customer satisfaction. Deliver Service excellence to our end-user base and throughout the contractual chain (FM's, contractors, consultants, etc.)

The role is supported by technical specialists and experts in field – you will need to have a good technical background but more importantly strength in operational deployment management and ability to converse directly with customer on issues for resolution and growth opportunity.

Responsibilities

• Ensure compliance with our quality process and drive continuous improvements.
• Health and safety practices - Cascade of Moment of Month, toolbox talks and Weekly Safety briefs.
• Ensure audit of site personnel to maintain highest safety practice and mitigation of injuries.
• Regional Contract Revenue. Regional Non-Contract Order and Revenue performance - work with the support of your SDE (Service Delivery Expert) to achieve year on year growth of field quote activity - ensuring team are skilled and able to increase scope of works undertaken. Be able to build a pipeline of opportunities for conversion.
• Reported GM%. Working with Marketing, Internal Sales team and external Sales team to build engagement plans for Lost and Dormant installed base customers - to re-initiate support contract and ensure the Service team operates at the highest standards of Health and Safety.
• Services business growth and profitability.
• Convert orders into revenue to meet financial forecast, maximise scope variations and profitability.
• Customer focus to reignite contracts with Lost and dormant accounts C-Sat results (weekly phone survey and OvE)- ensure the customer is delighted with our service provision delivery via regular 1-2-1 review meetings with client / customer base owned.
• Detractor feedback actioned within 48 hours, review of customer feedback on Medallia to continually drive excellence in team NCN's, compliance with ISO standards, OFI's follow up.
• Engineer Utilisation and delivered GM% - Build a resource plan for the region - work with support team on scheduling of visits with time to drive new opportunity, improvement site plan and system optimisation at customer site level through your field engineers.
• Adoption of new tools and best practices. Reported GM%. Work with Service Transformation lead and back-Office support team in implementation of new practices within team and through Line of Business proposals to be a leader in adoption of new offers.
• Order Intake, Contract base movement of exception contracts to Connected plans, EBO software version uptake, Asset under Management growth - developing our advisor service plans with customers.
• Talent retention and development through IDP deployment - upskilling of technical abilities to undertake more complex and minor work packages from customers.
• In conjunction with sales team build the customer base to be managed by the Field Service team - define customer commercial contact points and develop a Service account plan aimed at growing business.
• Look for increased minor work package opportunities through transition, upgrade and migration of installed base implementing the most effective, safety compliant and customer compliant delivery model.
• Manage resource efficiency to maximise utilisations. Ensure efficiency and best practices are embedded in Service delivery process and culture. This is key to raise competitiveness and profitability of the business.
• Lead, coach and motivate the team of service engineers to ensure talent retentions and continuous professional development. Ensure the team is always engaged and lead OneVoice action plans.