Provide leadership in the definition, establishment and maintenance of effective and consistent processes, systems and tools supporting Field Services across Process Automation North America Delivery, with deep knowledge of Foxboro and/or Triconex product hardware and software and the accompanying standard processes, practices, and tools used by the North America Delivery Field Services teams for solution implementation
Develop and manage the regional Field Services resource forecast via the Capacity Planning tool coordinating its regular monthly update through the Field Services Managers, and providing input to Vice President, North America Delivery, with regards to the need to add or reduce HC
Promotes and coordinates resource sharing across offices and countries to maximize resource effectiveness and utilization.
Responsible for elevating the skills and competencies of the regional Field Services organization through participation in training curriculum definition, development, and deployment within the context of the Process Automation Global Delivery team
Address specific project or customer site resource performance issues personally and lead Territory Delivery Directors and Field Services Managers through action planning, risk identification/mitigation, and follow up with specific emphasis on customer support with effective resource deployment across the North America region
Manage and report to the Vice President, North America Delivery, on North America Field Services KPIs performance vs target for Billable Utilization %, Billable Hours vs Planned Hours, Absorption over/under recovery, Training Utilization %, Scout Leads, # Orders, and Order Value, One Voice EEI and Action Plans, and others as defined by VP, North America Delivery
Provide oversight to Customer First contract execution analysis and planning for major customer sites identifying and mitigating risks, issues, and other concerns as part of delivery of support services to the customer
Participate with the regional team in the two monthly Delivery reviews with all the TDDs, and review performance along with regional peers and VP, North America Delivery
Lead the development of effective internal relationships between territory Field Services and the global functions.
Supports key Field Services initiatives that benefit PA regionally and globally.
Job Responsibilities
Responsible for ensuring the territory Field Services teams achieve financial objectives for each Customer First contract in conjunction with high levels of customer satisfaction.
Closely engaged with Engineering Managers on active projects, to ensure that potential resource and technical risks are foreseen. Particular focus is given for first-of-a-kind and major projects. Collaborate to develop effective engagement and transition between Projects and Field Services teams.
Where needed, works with Territory Delivery Directors to address strategic projects with performance issues.
Working with Territory Delivery Directors, coaches and develops Field Services Managers within the North America region to build their skills and competencies, and provides training curriculum for the Field Services population to enable better customer support
Supports the adherence to all global/regional processes and tools as defined by Global Delivery organization. Primary person in the North America region charged with governance on Field Services practices, processes, and tools.
Articulates Field Services team needs to VP North America Delivery, including resource requirements, tools and processes, skill and capabilities gaps
Participates in twice monthly regional reviews to ensure financial, schedule, and customer satisfaction targets are met
Manage and report to the Vice President, North America Delivery, on North America Field Services KPIs performance vs target for Billable Utilization %, Billable Hours vs Planned Hours, Absorption over/under recovery, Training Utilization %, Scout Leads, # Orders, and Order Value, One Voice EEI and Action Plans, and others as defined by VP, North America Delivery
Provide feedback to portfolio/offer management and development organizations as required for improvements and/or needs for the Foxboro and Triconex products and software
Provide feedback to the offer management organization on the Customer First program, its individual offers and how these are managed, improvements required, and digitization of said programs from improved effectiveness and management in delivery
Who will you report to? Tim Heckman- VP, PA Regional Delivery
What qualifications will make you successful for this role?
15+ years related professional experience, 7+ years management experience
BS or equivalent in engineering, MBA a plus
Expertise in major DCS and SIS projects
Deep expertise with control and/or safety systems Project Engineering and/or Field Services practices and tools
Strong business acumen and focused on driving client business results using relevant product and services offerings
Strong interpersonal skills with excellent critical thinking as well as bringing a strategic, consultative viewpoint to bear
Excellent presentation and communications skills, both written and oral
High level of energy and passion, a tolerance for last minute travel, and extra work hours as needed
Flexible attitude and excellent organizational skills with the ability to plan and execute a variety of tasks on a timely basis and as the situation requires
Excellent time management skills with the ability to prioritize and allocate resources to ensure achievement of revenue objectives
Let us learn about you! Apply today.
You must submit an online application to be considered for any position with us. This position will be posted until filled.
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You must submit an online application to be considered for any position with us. This position will be posted until filled.
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Provide leadership in the definition, establishment and maintenance of effective and consistent processes, systems and tools supporting Field Services across Process Automation North America Delivery, with deep knowledge of Foxboro and/or Triconex product hardware and software and the accompanying standard processes, practices, and tools used by the North America Delivery Field Services teams for solution implementation
Develop and manage the regional Field Services resource forecast via the Capacity Planning tool coordinating its regular monthly update through the Field Services Managers, and providing input to Vice President, North America Delivery, with regards to the need to add or reduce HC
Promotes and coordinates resource sharing across offices and countries to maximize resource effectiveness and utilization.
Responsible for elevating the skills and competencies of the regional Field Services organization through participation in training curriculum definition, development, and deployment within the context of the Process Automation Global Delivery team
Address specific project or customer site resource performance issues personally and lead Territory Delivery Directors and Field Services Managers through action planning, risk identification/mitigation, and follow up with specific emphasis on customer support with effective resource deployment across the North America region
Manage and report to the Vice President, North America Delivery, on North America Field Services KPIs performance vs target for Billable Utilization %, Billable Hours vs Planned Hours, Absorption over/under recovery, Training Utilization %, Scout Leads, # Orders, and Order Value, One Voice EEI and Action Plans, and others as defined by VP, North America Delivery
Provide oversight to Customer First contract execution analysis and planning for major customer sites identifying and mitigating risks, issues, and other concerns as part of delivery of support services to the customer
Participate with the regional team in the two monthly Delivery reviews with all the TDDs, and review performance along with regional peers and VP, North America Delivery
Lead the development of effective internal relationships between territory Field Services and the global functions.
Supports key Field Services initiatives that benefit PA regionally and globally.
Job Responsibilities
Responsible for ensuring the territory Field Services teams achieve financial objectives for each Customer First contract in conjunction with high levels of customer satisfaction.
Closely engaged with Engineering Managers on active projects, to ensure that potential resource and technical risks are foreseen. Particular focus is given for first-of-a-kind and major projects. Collaborate to develop effective engagement and transition between Projects and Field Services teams.
Where needed, works with Territory Delivery Directors to address strategic projects with performance issues.
Working with Territory Delivery Directors, coaches and develops Field Services Managers within the North America region to build their skills and competencies, and provides training curriculum for the Field Services population to enable better customer support
Supports the adherence to all global/regional processes and tools as defined by Global Delivery organization. Primary person in the North America region charged with governance on Field Services practices, processes, and tools.
Articulates Field Services team needs to VP North America Delivery, including resource requirements, tools and processes, skill and capabilities gaps
Participates in twice monthly regional reviews to ensure financial, schedule, and customer satisfaction targets are met
Manage and report to the Vice President, North America Delivery, on North America Field Services KPIs performance vs target for Billable Utilization %, Billable Hours vs Planned Hours, Absorption over/under recovery, Training Utilization %, Scout Leads, # Orders, and Order Value, One Voice EEI and Action Plans, and others as defined by VP, North America Delivery
Provide feedback to portfolio/offer management and development organizations as required for improvements and/or needs for the Foxboro and Triconex products and software
Provide feedback to the offer management organization on the Customer First program, its individual offers and how these are managed, improvements required, and digitization of said programs from improved effectiveness and management in delivery
Who will you report to? Tim Heckman- VP, PA Regional Delivery
