Field Service Engineering

**Role of Field Service Engineering - Senior Manager**

The Field Service Engineering - Senior Manager is in charge of transforming and leading the team responsible for the installation, maintenance and repair of customer equipment and systems in order to deliver, within defined timelines, a final reliable working product matching quality and performance requirements.

Accountable for meeting Annual Operating Plan (AOP) revenue and margin targets for Customer Service & Support (CS&S) Singapore, whilst delivering best in class service to Hitachi Vantara customers.

Reporting to the Regional and Geo heads for ASEAN and Asia Pacific, this is a high profile, strategic role that transforms, manages and leads a key profit center for Hitachi Vantara Singapore and delivering customer excellence through the execution of a portfolio of infrastructure installation, break fix, support and maintenance services.

**Key Activities and Responsibilities of this Role**:
**Transformation**:

- Transform total capability of Field Service Organization, to be capable to install, configure, integrate and support all Hitachi Vantara hardware and software infrastructure products
- Lead and transform organizational centralized workforce management practices and compliance to workforce management tools
- Lead and manage Hitachi Vantara Singapore capability to sell and deliver Premium Services
- Participate, contribute, and lead initiatives as a part of the ASEAN Support Services Transformation Agenda

**Operations**:

- Accountable for the achievement of CS&S Profit & Loss targets
- Accountable for the effective utilization (billable and productive) for the CS&S organization
- Accountable for effective cost management of CS&S cost base, in line with AOP goals
- Accountable for continuous improvement initiatives; prioritized by customer service and financial metrics

**Leadership**:

- Develop, lead and manage organizational practices associated with increasing staff engagement and productivity
- Lead organizational capability transformation; to achieve ASEAN Services and Support Transformation goals
- Lead change management practices in line with Hitachi Vantara transformation goals
- Lead organizational engagement to achieve Hitachi Vantara customer satisfaction goals

**Responsibilities**:

- Manage Operational Efficiency
- Ensure 100% CS&S compliance to system requirements e.g. SFDC Case Management and General KPI's defined by Geo and Global Leadership
- Develop, manage and monitor Field Engineer utilization targets
- Monitor output of Customer Satisfaction Surveys
- Develop direct relationship with sales management and key customers
- Participate in the development and submission of the CSS, PBT and Measurement Spend AOP and take ownership of the CS&S AOP.
- Measure CS&S monthly achievement against AOP and highlight any areas of concern.
- Work with F&A, Operations and other relevant functions to maximize billings.
- Identify and promote new CS&S service opportunities, including Premium Services to grow CS&S revenues.
- Identify areas of revenue 'leakage' and instigate plans to maximize revenue from each contract.
- Manage CS&S field support organization to ensure quality service can be achieved.
- Ensure appropriate Technical and Management escalation procedures are in place and effectively used. Monitor high severity issues and drive the communication with account team and GSC.
- Interlock with GSC Support and Professional Services organizations for complex problem resolution above local CSS knowledge level.
- Ensure appropriate field service management personnel are in place to provide day to day direction and leadership of the field engineers
- Responsible for resources management, planning and allocation either Hitachi Vantara CEs or ISP engineers
- Monitor the use and effectiveness of Service Account Managers in key Hitachi Vantara accounts
- Ensure CS&S are ready to provide service on new products, identify and drive training, certification and skills development for CSS team
- Ensure CS&S team is adopting new service techniques, and aligned with CSS best practices for tools and process
- Continuously monitor CS&S efficiency and identify ways to improve.
- Coordinate with Services Partner Manager usage of ISPs in the region
- Review use of tools for call handling, diagnostics and support, communication
- Work closely with Hitachi Vantara CS&S Strategy teams to implement Efficiency improvement projects.
- Lead, developing and maintaining a high-performance team.
- Providing effective coaching and feedback to direct (and indirect) reports to achieve and exceed their objectives.
- Coordinating and overseeing the recruitment, career development opportunities, performance reviews and assessment and recognition and reward of the team.
- Close interaction with PS and GD Managers, Sales Management and Local account teams.

**Profile**:

- A minimum of 10 years' IT Industry experience
- Solutions support experience in a vendor or s