Your role and responsibilities :

Manages internal and external customer post order activities, related to order handling and Project management of Local BL Motors & Generators business. Ensures order execution as per contract and customer's satisfaction. Includes any technical support to customer, payment collection related assistance to FES and related teams, claims management, warranty handling and coordination of relevant functions to ensure complete case ownership and increase customer satisfaction.

Oversees the operational aspects of a local BL MG Services including project management and control, coordination with project engineering, manufacturing, SCM, quality and logistics teams.

Ensures strict adherence within the Operations with respect to policies, ABB regulations and required health, safety, and integrity standards.

You will be mainly accountable for:

Strategy

Full BE or B.Tech in Ele
Experience of min 10 years in Project Management / Service Team Lead / Service Workshop management
Product Knowledge of Large Motors and Generators or Large Rotating equipment or Large Electrical Equipment.
Team handling experience of 4 team members
Good Customer handling experience with Regular Meetings

Customer focus . Pro-actively communicates with customers and internal functions in order to guarantee customer satisfaction by providing all relevant information. . Ensures the resolution of post-sales customer requests/complaints/ disputes (e.g. damage, shortage, technical, warranty, non-conformity, commercial returns, etc.) by coordinating with Sales, Operations, Feeder Factory Quality, and other internal and/or external teams. . Be an escalation point for technical issues reported by customers.

Ensures customer focus, understanding of sense of urgency and care in the direct area of responsibility. . Ensures customer retention by delivering superior customer service experiences. . Relentlessly drives improvement of the customer satisfaction.

Performance target

• Prepares and agrees annual budget with division, oversees progress, and determines actions to cost issues as necessary in order to manage operations within the budget and resources.
• Focuses on achievement of the assigned targets, through oversight and definition of improvement actions as needed.
• Focuses on monthly, quarterly and annual revenues with a key eye on profitability targets.
• Focuses on ROTD, Time to book, Lead Time, customers cases closing leadtime, order backlog, book to bill orders, clean orders % (executable backlog)

Orders Handling

• Ensures quality and on-time delivery based on business standards and customer requests.
• Ensures achievement of established targets, including Days Inventory on Hand (DIH) on finished goods, requested on-time delivery by overseeing progress and defining improvement actions as needed
• Processes orders to ensure that customers receive accurate and timely delivery of products and services, as well as acts as the first port of call to customers queries and orders.
• Ensures the documentation related to orders is collected and archived, and assumptions and decisions made during the process are recorded in the systems, within their own area of responsibility.
• Ensures the deployment of order entry and order management processes: customers master data and pricing management, orders acknowledgment, orders changes, delivery notes generation, credit limit administration (in consultation with finance/GBS), orders/customers blocks management and implementation of best practices to ensure that customers receive accurate and timely acknowledgment and delivery of products
• Implements pre-order booking routine control checks, identifies and classifies root causes and take preventive actions.
• Ensures the resolution of customer issues, including order, technical, and payment-related issues, by coordinating with Sales, Marketing, Product Marketing, Logistics, and other internal and/or external teams.
• Purchases products from feeder factories according to customer order.
• Based on sales plan and forecast and ensures the right stock level of spares goods and manages warehouse
• Develops and manages logistics operations to effectively control inbound and outbound shipping of products to customers. Handles import, and export matters.

Operations Improvements

• Develops programs, projects, goals, and metrics to lead the organization to the highest level of operational performance while optimizing working capital throughout Operations. . Ensures that the organization takes an overall value chain perspective to meet customer expectations on quality, service levels and lead time and has a full understanding and culture of continuous improvement behaviors, methodology and processes.

• Works closely with FSE team and takes decision wrt best utilization of internal or external resources to complete a job in time and optimizing the costs.
• Participates in customer support-related development projects, including tools, competencies, and resources.
• Analyzes statistics, including forecasting, pacing, etc., using available tools and collecting relevant information, and takes appropriate actions to improve process efficiency

HSE

Ensures that Group and local health, safety and environmental guidelines and directives are understood and implemented

Ensures all the team members understand ABB's core values and group safety and integrity standards and act accordingly.

Maintains compliance with health, safety and environmental regulations while monitoring and reporting progress and results. .

In close coordination with HSE Manager, assesses risks and safety hazards and implements plans to ensure people and equipment safety.

Standards and governance

• Implements and ensures compliance with global and local standards, rules, tools, policies and processes. When in doubt, consult relevant stakeholders
• Full compliance with all relevant ABB Regulations and local legislation is mandatory.
• Ensures adherence to all internal and statutory regulations and policies pertaining to the teams in scope.
• Ensures integrity and compliance with ABB values and ethics in all activities across all teams in scope.
• Shares best practices and lessons learned across the organization.

People leadership and development

• Ensures that the area of responsibility is properly organized, staffed and directed.

• Builds an effective, capable and high performing organization.
• Guides, motivates, and develops direct and indirect subordinates.
• Improves service availability, provides training, and develops capabilities

Collaboration

• Collaborates with Sales and FES team to ensure order delivery is in line with contract and customer expectations
• Collaborates with FSE team to ensure FSE resources are allocated to maximize completion of customer service requests and contract delivery.
• Collaborates with SCM & Logistics teams to optimize the buying cost, develop alternate approved sources.
• Tracks completion of service jobs and ensures all documentation is completed in a timely manner.

Qualifications for the role

• Graduate Engineer in Electrical or Mechanical Engineering
• Minimum 10 years of experience related to any kind of project management in large motors & generators or large electrical equipment or large rotating equipment - preferably in service related business
• Technical acumen of product & services of either of large motors & generators or large electrical equipment or large rotating equipment
• Good communication skills - written & verbal. Job needs regular interaction with customers, overseas factories and internal stakeholders.
• JOB SKILLS
• Budget & Performance Management
• Strategy & Strategy Implementation
• End-To-End Operations Management and Project Management
• Quality Assurance & Excellence
• Customer Satisfaction
• Inventory Management & Control
• Logistics Resource Management & Capacity Planning
• Governance
• Data Analysis & Reporting