Field Service Commercial Manager

Overview & Responsibilities

PURPOSE OF THE JOB

In close cooperation with the Regional Field Service staff as well as Regional Sales, this position will manage all commercial aspect of the Regional Field Service business, including but not limited to RFQs, quotes, Purchase Orders, and post-delivery administrative, contractual and commercial aspects of field service projects and Long Term Service Agreements. This position will also develop and maintain the relationship with external customers while managing the regional bookings and maintaining the targeted margin within the region.

SPECIFIC JOB RESPONSIBILITIES/COMPETENCIES

Team Supervision & Development

• Manage the Contract Administration and Project Engineering teams through their respective Team Leaders, setting goals for performance and deadlines in compliance with the company’s regional plans and vision.

• Establish and organize workflow, ensuring that employees understand their duties or delegated tasks.

• Monitor employee productivity, providing constructive feedback and coaching to enhance performance.

• Provides inspirational leadership to obtain high morale and efficiency from the staff and representatives.

• Development and implementation of personnel training programs through utilization of internal and external programs cross-functional job assignments and customer visitations to improve the customer awareness and technical expertise of all commercial department personnel.

Commercial Strategy & Sales Growth

• Develop and implement commercial strategies to achieve sales targets and business objectives.

• Identify new business opportunities and cultivate relationships with key customers and partners.

• Coordinate upcoming customer turnaround schedules with outside sales. Develop plans to maximize opportunities centered around planned turnarounds.

• Provide support to Regional Sales in their selling efforts.

• Meet booking, revenue, and Operating Income (OI) targets for Field Service Aftermarket (FS EMA) and Cryo Business.

Financial Management & Forecasting

• Responsibility and accountable of forecasting (month, quarterly, and yearly) processes and accuracy. Aide outside sales in producing accurate bookings projections relative to Field Service.

• Ownership of maximizing and defending ‘as-sold’ margins for the Field Service business. Negotiating prices with Sales and Customers prices where necessary secure orders at best possible margin.

• Oversee the complete regional divisional yearly spending.

• Share P&L responsibility, establishing the P&L plan and the FS costing structure with commercial finance and the divisional director.

• Development and maintenance of departmental key performance indicators including but not limited to quote cycle time, cost accuracy, forecasting accuracy and invoicing.

• Responsible for the entire invoicing and collection processes, including driving initiatives to reduce the invoice cycle time.

Customer Relationship Management

• Serve as the primary point of contact for key customers, ensuring their needs are met and issues are resolved promptly.

• Ownership and last line of defense concerning price, lead time, and contract terms negotiations with outside sales and customers.

• Enhance customer satisfaction and loyalty by ensuring high levels of service quality and responsiveness.

• Create long-term partnerships with key customers and key suppliers.

• Develop and maintain customer satisfaction measurements, internal and external to the department, to ensure continuous customer service improvement by the Field Service Operation and Ebara Elliott Energy.

Operational Excellence

• Oversee the full Field Service process from RFQ to order acknowledgment, including the generation of quotations.

• Review and assign RFQs from customers or the sales team.

• Review and approve calculations for Lumpsum, T&M, LTSA contracts, and yearly rate sheets.

• Coordination with Credit, Contract Admin, and Compliance departments for efficient review and negotiation of customer purchase orders and contracts.

• Quote cycle time is one of the primary KPI in this area.

• Develop robust upselling strategies.

• Assists sales in handling credit and account collection problems.

• Review and approve proposals before customer submission.

• Oversee the Risk Review process with contracts Admin and Legal for all regional opportunities.

• Review and approve customer purchase orders.

• Handle all commercial aspects during project execution, ensuring continuous cost tracking against budget and initiating order amendment requests.

• Ensure all extras are invoiced (working time, materials, etc.).

• Develop new tools, processes, and workflows to streamline commercial transactions and improve the accuracy and efficiency of quoting and execution monitoring.

Strategy and Business Development

• Drive Elliott FS EMA organic and inorganic growth.

• Support sales in pricing strategy development.

• Implement new tools (Oracle, CPQ, CRM, P6) within EMA and ensure their effective operation.

• Assist in all commercial, contractual, and administrative aspects relating to warranty claims.

Internal Coordination

• Trigger job briefings after receipt of purchase orders, coordinating with internal logistics & purchasing teams, operations, project management, technical support engineering, and finance.

• Flag progress billing due dates and ensure timely invoicing.

BACKGROUND and EXPERIENCE

• Must have engineering degree or relevant experience in turbomachinery industry and experience of business administration.

• Minimum 10-15 years of progressive experience in commercial management, contract administration, complex project management, or sales operations within the rotating equipment or industrial Field Service industry.

• Minimum 5 years of direct managerial experience.

• Field Service or Technical Service related management experience.

• Good knowledge of project planning and contract development, external sales, strong communication skills and ability present detailed solutions, budgeting and costing and the ability to multi task and prioritize.

• Able to develop alternate solutions and have strong persuasion skills to bring them to life.

• The diverse customer base and multi-national work force raises a requirement for the post holder to be culturally aware, and able to modify behaviors appropriately in various management scenarios.

• Selling and negotiation skills.

• Must have an aptitude to interact and maintain a good working relationship with internal and external contacts and stakeholders.

• Fluent English is a must.

• Business development experience.

• Background in Sales and Operation.

• Must have strong financial understanding of company P&L.

• The post holder must be willing to travel internationally, occasionally to remote or high-risk/hostile countries, as required to support business needs.

Base Location & Work Schedule

This is a full time permanent position based in Abu Dhabi.

The world turns to Ebara Elliott Energy.

Customers throughout the world choose Ebara Elliott Energy for the design, manufacture and service of their critical rotating equipment. EEE’s global service network routinely installs, overhauls, repairs, upgrades and rerates machines from any manufacturer. Customers everywhere turn to EEE for precision engineering, extraordinary reliability and unparalleled service.

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