Head of Service Operations

About The Role

Location: Midrand South Africa

Department: Controls & Digitalization (CD)

Mode of Employment: permanent

Position Title: Head of Service Operations

A Snapshot of Your Day

The Lead Service Operations is responsible for leading and managing the service operations team, including spares, after-sales services, training portfolio, service projects, and long-term service contracts. The role is responsible for ensuring that all service operations are delivered efficiently and effectively, and that customers receive the highest level of satisfaction. As a service lead, you will be responsible for the successful execution of the above-mentioned service activities in multiple power plants around the Africa region in the I&C and electrical scopes. You will have to align internally with experts inside our and other Siemens Energy organizations and with the customer with regards to scope, scheduling, and resources.

How Youll Make An Impact

• Develop and implement service strategies and plans to meet customer needs and business objectives. It also includes working with other departments within the company to ensure that service plans are aligned with overall business objectives.
• Manage and oversee the spares team. Manage and deliver after-sales services, including repairs, replacements, and technical support. This includes developing and implementing service processes and procedures, scheduling and dispatching service technicians, and managing service contracts. It also includes tracking service performance metrics and KPIs and identifying and implementing service process improvements.
• Manage and execute service projects and upgrades, including on-site installations and commissioning. This includes developing and managing project plans, scheduling and coordinating resources, and tracking project progress. It also includes managing project risks and ensuring that projects are completed on time and within budget.
• Manage and administer long-term service contracts. This includes service support during outages and callouts. Managing REC hotline contracts Managing contract performance, and invoicing customers
• Monitor and report on service performance metrics and KPIs. Identify and implement service process improvements. This includes continuously reviewing and improving service processes and procedures. It also includes implementing new technologies and tools to improve service efficiency and effectiveness.
• Build and maintain relationships with key customers and stakeholders. It also includes keeping customers and stakeholders informed of service changes, updates, obsolescence, product safety.
• Develop and maintain the training portfolio. responsible for the training center (Power Academy), located in South Africa. This includes identifying training needs, developing and delivering training programs, and tracking training completion rates. It also includes ensuring that service personnel have the skills and knowledge they need to perform their jobs effectively.
• In addition to the job specifications listed above, the Lead Service Operations may also be required to travel to customer sites within the country or internationally.
• The job may require working with the sales team and providing technical support to the sales team during the bidding process.

What You Bring

• B-Tech/ bachelors degree in engineering, business, or a related field
• 5+ years of experience in a service management role, with a focus on spares, after-sales services, training, or service projects
• A proven track record of success in delivering high-quality service to customers.
• Strong leadership and team-building skills
• Excellent problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office and other related software.
• Experience with project management tools and techniques.

Gas Services

Our Gas Services division offers Low-emission power generation through service and decarbonization. Zero or low emission power generation and all gas turbines under one roof, steam turbines and generators. Decarbonization opportunities through service offerings, modernization, and digitalization of the fleet.

Check out this video to learn more about our Gas Service business https://www.siemens-energy.com/global/en/offerings/power-generation.html

Who is Siemens Energy?

At Siemens Energy, we are more than just an energy technology company. We meet the growing energy demand across 90+ countries while ensuring our climate is protected. With more than 92, 000 dedicated employees, we not only generate electricity for over 16% of the global community, but were also using our technology to help protect people and the environment.

Our global team is committed to making sustainable, reliable, and affordable energy a reality by pushing the boundaries of what is possible. We uphold a 150-year legacy of innovation that encourages our search for people who will support our focus on decarbonization, new technologies, and energy transformation.