Service Manager, Service Operations - LATAM & Caribbean

Company Name:  Mitsubishi Power Americas, Inc.
Location: 

Orlando, FL, US, 32809

Description: 

SUMMARY

This position is responsible for the overall management and implementation of all PGS service scopes for non-Long Term Service Agreements customer contracts, including Long Term Maintenance Agreements and transactional outage services, parts, and repairs. Including but not limited to the coordination of resources required to implement successfully the requirements of the LTMA/transactional contracts. 

The Service Manager is an advanced position that requires capability to perform work assignments on a wide variety of tasks with limited supervision.  The manager must have the capability to make sound recommendations regarding safety, reliability and integrity of the products and services provided to internal and external customers.  The manager will be given greater leadership responsibility and opportunities for direct interface with customers. The Service Manager also manages and coordinates all aspects of Field Service planning for the scheduled and unscheduled maintenance.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Coordination of parts, repairs and the ordering of new parts to support outages at the customer’s plant site;
  • Travel to customer plant sites for the purpose of planning outage requirements and meeting with the customer on all contract issues. Help in the development of new processes / improve current  processes;
  • Collaborate with sales directors and sales managers to offer, negotiate, and win service and parts contracts with new and existing Mitsubishi Power internal and external customers.
  • Support/coach new Program Managers and Program Engineers on procedures/processes.   Develop and understand the contract requirements;
  • Develop and strengthen customer relationships to foster a collaborative approach to service event planning and execution.
  • Lead pre-outage planning efforts, inclusive of all Mitsubishi Power contracted or potential scope.  Form and lead cross-functional matrix teams, including engineering, field service, parts, repairs, and supply chain to foster customer and appropriate project focus to maximize customer satisfaction.
  • Assign and lead Field Service and Parts PMs as required manage customer contract management and outage event pre-planning.
  • Manage financial performance, quality, and schedule for all Mitsubishi Power contracted scope for non-LTSA (transactional) and LTMA customers.  Perform post outage reviews to identify best practices to share and to identify opportunities for improve, providing feedback to all relevant departments.
  • Coordinate resource loading with field service personnel consistent with onsite service scopes.
  • Explore opportunities to increase sales to a current customers or new customers;
  • Track all operating hours and starts for Covered Units.  Calculate and report actual operating hours, actual starts and equivalent operating hours to appropriate personnel;
  • Specific to LTMA contracts, understand and follow the history of parts in the units.  This includes the hours, starts and remaining life of parts in the unit and in repair;
  • Ensure parts required to implement an outage are on site prior to the start of the outage;
  • Expedite parts as required to support the contract requirements;
  • Collaborate with customers to maximize capable scope contracted with Mitsubishi Power.
  • Follow the status of repair parts while off site to ensure they return to support the next outage;
  • Reorder parts to replace non-repairable parts when required per contract.
  • Forecast part requirements and arrange for parts required by the contract.  Lead efforts to manage advance release as required when lead time necessitates prior to customer order receipt;
  • Follow new parts orders to ensure parts are manufactured to support outages;
  • Consult with engineering on the remaining life of parts that have been in operation;
  • Serve as focal point for the resolution of technical issues;
  • Provide project administration including documentation of warranty issues;
  • Resolve warranty issues;
  • Overall management of Field Service Operations in the implementation of contracts using either Mitsubishi Power personnel or contract personnel representing Mitsubishi Power
  • Provide project management for contractual endeavors requiring Open, Inspection, Repair, and Close activities;
  • Order and maintain tools as required to support field activity;
  • Coordinate with supply chain personnel to contract suppliers needed for the Outage per DoR (*);
  • Coordinate all aspects of scheduled maintenance;
  • Business travel air/land/overnight is a necessity and is based on contracts requirements. 
  • Able to travel to & from South America and the Caribbean without restrictions. 
  • Perform other such duties as may be required.
     

OTHER DUTIES AND RESPONSIBILITIES

  • Comply with all safety policies, practices and procedures reporting all unsafe activities to Management and/or Human Resources.
  • Support ISO 9001 compliance and initiatives.
  • Participate in proactive team efforts to achieve departmental and company goals.
  • Contribute to building a positive team spirit.
  • Communicate effectively with subordinates and management at all levels.
  • Protect confidential information by not communicating, disclosing to, or using for benefit of third parties.
  • Maintain the highest degree of honesty and integrity at all times.
     

KNOWLEDGE, SKILLS & EDUCATION     

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: Bachelor's degree (BSME, BSEE) from four-year College or university; or at least ten (10) years related experience and/or training; or equivalent combination of

 

 

education and experience is required for PM position.

  • Language Skills: It is a business necessity for this position to be fully bilingual/fluent in English and Spanish to successfully service our internal and external customers in the allocated geographic areas. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.
  • Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Computer Skills: Basic personal computer skills including electronic mail, word processing, spreadsheet, and basic database.
     

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, bend, talk and hear. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  The employee is occasionally exposed to toxic or caustic chemicals. The employee’s working environment maybe loud.  The employee may be required to adhere to Mitsubishi Power and customer safety procedures including but not limited to, the use of personal protection equipment (hardhat, safety glasses, goggles, hearing and fall protection).

Mitsubishi Power Americas Inc. supports 365/24/7 service operations for internal and external customers with a mission of providing reliable and excellent customer service as needed, all team members are subject to contribute to this mission.

 


Nearest Major Market: Orlando