Position Overview: We are seeking a highly motivated and experienced Global Field Service Operations Manager to lead our newly formed Service Business Unit within the Global Operations team. This role will directly report to the Head of Global Operations & Networks. The successful candidate will be responsible for overseeing and optimizing Field Service Operations across entire Hitachi Energy, multiple regions, ensuring high-quality service delivery and customer satisfaction. Additionally, the role will focus on expanding our Field Service population in line with Service and New Business growth. The role works closely with operations, training network, workshops and the global business process owner for field service processes.

Key Responsibilities:

• Leadership and Management:
  • Lead, develop and manage the requirements for the role and competence matrix of Field Service Network for the entire Hitachi Energy.
  • Lead, develop and manage the Field Service Network capabilities and capacity planning.
  • Lead, develop and manage the Field Service Network standard framework, tools and standards.
  • Foster a culture of continuous improvement and operational excellence within the Field Service Operations.
  • Foster a culture of strong collaboration between the factories, service units and functions.
• Footprint extensions & deliver growth
  • Develop and implement strategies to establish and grow service operations in new locations/regions.
  • Build partnerships and alliances to support expansion efforts and achieve growth targets.
  • Identify and evaluate new markets and regions for service operations expansion.
• Strategic Planning:
  • Develop and execute strategic plans to enhance Global Field Service Operations.
  • Collaborate with cross-functional teams, HUB operations and Local Service Units to align service operations with overall business objectives.
• Service Delivery:
  • Ensure consistent and high-quality service delivery for across all regions.
  • Develop and implement service standards, policies, and procedures specific to Field Service Operations.
• Performance Management:
  • Monitor and analyze service performance metrics, identifying areas for improvement.
  • Identify opportunities for cost savings and efficiency improvements.
  • Implement corrective actions to address performance gaps and enhance service quality.
• Customer Satisfaction:
  • Develop and maintain strong relationships with key customers and key stakeholders, addressing their needs and concerns promptly.
  • Implement customer feedback mechanisms to continuously improve service delivery.

Requirements:

• Bachelor’s degree in Business, Engineering, or a related field. Master’s degree is optional but preferred.
• Minimum of 7 years of experience in large operations management
• Strong leadership and team management skills, minimum 5 years of experience leading large teams
• Strong customer focus and result oriented
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.

Preferred Skills:

• Experience in the power sector (high voltage, transformers, grid integration, service) sector.
• Knowledge of specific power sector systems and technologies.
• Multilingual capabilities.
• Complex project implementation record.

Working Conditions:

• Travel to various locations as required.

Please note: multiple locations possible