Service Operations Manager

at  Mitsubishi Electric

ABOUT US:

We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. “Changes for the Better” represents the Mitsubishi Electric Group’s attitude to “always strive to achieve something better”, as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating “an even better tomorrow”

ROLE SUMMARY:

LED’s Service Operations Manager role will be tasked with ensuring our service offering and service contracts run successfully, profitably and smoothly working closely with their team and our customers. From setting financial budgets one day to managing customer escalations, this is one role where one day will never be the same as the next.
This role will be responsible for ensuring that the service department has the best working environment and processes. Service Operations Manager will evaluate how LED Service and Maintenance, and Repairs operates and implements the approved strategies, processes, procedures and policies.
Reporting directly to the LED Deputy General Manager, whilst working proactively with the Senior Team, the Service Operations Manager will lead a team of highly skilled Service Technicians, Sales Consultants and Field Managers to deliver LED’s strategic and operational service plans and repair projects.

KEY RESPONSIBILITIES:

• Prepare annual budgets, monitor, report on monthly basis in Senior Management Meeting
• Be responsible for customer and employees’ satisfaction as per the targets.
• Negotiate and agree Contractual Terms and Scopes of Work for new Maintenance Agreements. Also monitor and advise on pricing of said Agreements.
• Monitor the handover process from operations to service to ensure that units are received into the portfolio to the highest standard as expected by MEU-UK.
• Complete all Q&K reports as advised by MEBS on schedule.
• Complete budget / business reports to Japan (MEBS) on time.
• Convert Free Maintenance (FM) to Paid Maintenance (PM) before the expiry of Defect Liability Period (DLP)