Electrical Service Contract Manager

3 weeks ago

Warrington, Warrington, United Kingdom ABB Full time
Electrical Service Contract Manager

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. That's our story. Make it your story.

This position reports to

Electrical Delivery Manager

Your role and responsibilities

The Electrical Field Service Contract Manager occupies an important position in the execution of Service projects and activities related to the Electrical installed base in Process Automation Energy Industries Electrical department in the UK. You will be coordinating and planning the provision of necessary resources, spare parts and logistics for on-site service jobs, ensuring that the process is seamless, from quotation to invoicing and cash collection. In this role you will act as the key point of contact for the customer and internal teams during the execution of a service job, optimizing customer satisfaction by meeting all obligations and requirements while complying with Health, Safety & Environment requirements. You will be providing clear guidelines, tasks, and milestones to field resource, while motivating and providing feedback to all internal teams. This role sits within a fast-paced changeable environment, so will benefit a highly organised individual that can run many tasks at once and bring them all to conclusion under tight timescales. This is a hybrid role based from our Aberdeen, St Neots or Daresbury locations. This role is accountable for:
• Serving as the primary point of contact for clients, addressing their technical inquiries and service requests promptly and professionally.
• Maintaining accurate records of service activities, including work orders, service reports, and client communications.
• Identifying and resolving technical issues and service-related problems, escalating complex issues to higher management when necessary.
• You will oversee the ABB Planner and all field service engineers diaries liaising with them on work priorities, coordinating and planning commissioning events, managing service tickets and escalations and ultimately manage the uptime and other KPIs.
• Building strong relationships with colleagues and service partners managing the diary for ideal efficient work planning and execution methods.
• Monitoring SLA performance to ensure best practices in cost control, resource efficiency and Health, Safety & Environment (HSE).
• Working with other functions to coordinate contract negotiations and claims with customers on any new SLA contracts won.
• Supporting customer from initiation of the service request until completion.
• Maintain the billing plan, margin information and contract deliverables.
• Providing customer with quotes or rates (as necessary) and completing service request documents in line with
• Plan services in scheduling tool ensuring that timelines are met and that skills, customer location and engineer
• Raise requests for materials required for site ensuring correct detail and timelines are given. This may be items from stock or to be purchased.
• Assisting in monthly review of work in progress and ensure orders are being processed correctly in accordance with Full Cost Model with any deviances being reviewed.
• Assisting in resolving any customer disputes to ensure timely payment and customer satisfaction are maintained

Qualifications for the role
  • Experience in the energy industry, particularly in power generation, transmission, or distribution.
  • Electrical technical background ideally previously site based with a view to move into office based environment
  • Relevant experience in field service work scheduling, working as Field Service Co-Ordinator with a Service-related environment.
  • Demonstrated experience in the ability to cope in a fast-paced changeable environment, where key variables of project scope, cost, schedules, and vendors/subcontractors are key factors.
  • Proven track record of building internal relationships.
  • Knowledge of Salesforce/SAP and other similar workforce planning platforms
  • A collaborative, solution-focused approach, and strong written and spoken communication skills
  • Strong English Language skill.
  • Demonstrate ability to plan and prioritise workload.
  • Ability to work as part of a team or on own initiative and demonstrate
  • attention to detail.
  • Ability to demonstrate the importance of commercial awareness.
More about us

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe. #MyABBStory

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