Main mission

The Field Services Order & Planning Team Manager is responsible to ensure that customers orders are properly managed from booking to invoicing, including the scheduling of the service delivery, the control of the Gross Margin for flow business, and the renewal of recurring contracts.

All along this End-to-End process, the Order & Planning Team Manager is accountable to ensure best-in-class customers experience, interacting with them regularly, and to optimize execution workforce efficiency.

As a manager, she/he should ensure competencies availability and renewal inside her/his team, work capacity, as well as people development.

Activities and areas of responsibility

Prepare and dispatch the interventions

qEnsure proper checking and booking of customers orders, engaging with sales if needed;

qEnsure appropriate service and billing plans are properly set in ERP and bFS;

qEnsure Work Orders are properly created, enriched and scheduled in bFS based on business priorities and best FSR availability;

qEnsure proper proactive communication with customers and proper handover to FSR team.

Execute and invoice the services

qManage the portfolio of upcoming orders;

qMonitor the smooth execution of each Work Order and/or contract, ensuring high level of customer satisfaction and optimized Gross Margin, leveraging Change Orders when required;

qJoin weekly Short Interval Management cycle 3 meetings, addressing roadblocks and improving performances from dashboard (like reducing deviations and overtime, optimizing utilization rate...);

qEnsure good coordination within his/her team (order managers, planners, service plan managers ) and with other teams (tendering, sales, execution, projects, logistics, finance );

qSupport Sales & Operations Planning by preparing data in Master Planning Tool.

qMaintain close relationship with biggest customers and explore new business opportunities

q

Manage the team

qPut in place relevant Management System to ensure perfect collaboration, and team collective dynamic

qTrack and implement ambitious People engagement action plan to ensure highest employee satisfaction at work and psychological safe working environment

qEnsure competency availability in long term within the team and anticipate competency evolution leveraging tools and processes dedicated to it (Competency Review, SPS ...)

qManage Headcount through dynamic sourcing and attrition plan to ensure appropriate work capability within the team.

Main interactions

Same team: Order managers, planners, service plan managers

Other teams; FSR managers, Operations Director, Customer Satisfaction Champion, Customers, FS finance Leader, FSVP, Tendering Leaders, Sales Leaders, Project Managers, Logistics, suppliers and subcontractors.

Key Success Factors

• Effective knowledge and expertise on the services being sold (SOW and Terms & Conditions )
• Operational Leadership and good interpersonal relationship (collaborate, convince )
• Standard/Quoted times implemented, as well as time deviations and change orders
• Backlog burned and Gross Margin monitored
• All job properly scheduled before dispatching FSR or subcontractors
• Active participation to weekly SIM 3 with Ops director
• Proactive communication with customers to ensure satisfaction and contract renewal
• Good understanding of Field Services KPIs and Profit & Loss

Performance measurement (KPI'S)

• Safety and cyber security KPI
• CS& Q KPI: NSS (get failure support)
• Productivity Kpis optimization (%Work orders scheduled, WO overdue, Utilization Rate, Overt time rate, WO time deviations/change orders, GM slippage, overdue payment overdue, renewal rate, contract growth)
• People engagement and Attrition rate

Competencies improvement: training needs, budget and implementation

• Associate Degree with Field Services experience preferred
• Managerial experience, English language
• High commitment to the company's vision and values
• Excellent communication skills both verbal and written, with customer-oriented mindset
• Excellent analytical skills and attention to details

Looking to make an IMPACT with your career?

When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.

IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world.

We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.

Become an IMPACT Maker with Schneider Electric - apply today!

€36 billion global revenue
+13% organic growth
150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled.

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.

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