We are looking for an experienced and motivated Service & Maintenance Manager EMEA & APAC to join our dynamic and innovative team. As a Service & Maintenance Manager, you will be responsible for managing the service department to ensure full alignment with the company’s strategy for growth globally. You will ensure that all services and maintenance activities are delivered to the highest quality and safety standard with maximum efficiency. If you are a customer-oriented, proactive, and results-driven individual with excellent leadership skills, we would like to hear from you!

What will you do?

• Creating a positive and motivating atmosphere in the company.
• Developing best practice guidelines and standards for the Service Department.
• Managing the on-call roster and cover for all service staff completing 24/7/365 emergency call outs.
• Liaising closely with HE Quality Team on any recurring issues on HE Products and deriving permanent solutions with Engineering/Design teams.

Service Delivery

• Leading the Service & Maintenance Department to ensure full alignment with company strategy for growth globally.
• Ensuring Service & Maintenance is delivered to the highest quality and safety standard with maximum efficiency.
• Developing best practice guidelines and st­andards for the Service Department.
• Develop Service management processes, to improve Customer Experience, reduce costs and risks, and clarify ownership and responsibilities related to Warranty and Service Deliverables.
• In remote/new regions, participate with selection of Hanley Energy Regional Partners to complete service-related activities, arranging service contract agreements where appropriate.

Team Management

• Create a positive and motivating atmosphere in the company.
• Allocate resources to meet service dept requirements, both in offices and on sites.
• Recruitment and development of personnel – internal training, performance appraisals, mentoring, etc. for personnel based in the office and on sites.
• Performance management of staff, including setting KPIs for service-team staff and providing frequent coaching to support employees in learning or improving skills.
• Take additional responsibilities as allocated by Global Head of Service.

Project Management

• Managing the assigned projects or programs to meet service delivery objectives.
• Work alongside the project team to gain awareness of installation issues.
• Participating in pilot programs or task forces to ensure smooth implementation for future service delivery.
• Escalating issues as needed for resolution.
• Partners with other internal SME’s, Departments or Regional Partners as needed to troubleshoot and resolve issues.

Stakeholder Management

• Be the voice of the customer to provide visibility and add value to the Customer Experience Strategy.
• Be the single point of contact for service and act as the escalation point for customer issues at all times.
• Managing relationships with clients and suppliers to ensure that all expectations are clarified, understood, documented, and met.
• Conduct monthly meetings with Regional Partner Management to ensure required resource and skill-set available to represent Hanley Energy.
• Contributing to and making recommendations for improvement in stakeholder partnerships.
• Providing communication and resolution to issues related to programs, projects, and incidents to drive service compliance.

Innovation and Development

• Supporting HE Sales Team with any new product introduction with possible new customers.
• Proactively reviewing schedules and avoiding conflicts when possible.
• Identifying, coordinating, managing expectations, and offering alternatives when defining customer solutions considering ongoing operations and procedures.
• Suggesting improvements in implementation based on depth of understanding.

Reporting

• Preparing documentation and service reports (e.g., repair status, RAMS, MOPs, etc.) for the purpose of conveying information and/or providing supporting materials for requested actions.
• Assisting with providing monthly reports to customers on incidents/callouts which occurred on HE products.
• Participating in bi-weekly customer reliability meetings (product specific), with Hanley Energy Engineering and Quality Teams.
• Monthly Department meetings with Global Head of Service. Assisting with yearly Department budgets with Global Head of Service.

What we value:

• Bachelor’s degree in engineering, electrical engineering, or a related field.
• 7+ years of relevant experience in service and maintenance management, preferably in EMEA & APAC regions.
• Knowledge of LV electrical systems, mechanical, electronic equipment or complex multi-disciplined equipment or systems.
• Strong leadership, coaching, and mentoring skills.
• Possesses analytical and problem-solving skills that enable adaptation to changing priorities, demands, and timelines.
• Capable of prioritizing and completing tasks effectively even in high-pressure situations.

Individuals who are interested in the position should email CV and Cover letter to recruitment@hanleyenergy.com