MEPPI's Computer Protection Technology (CPT) is looking for a Service and Operations Manager to oversee and manage the coordination, planning, and order execution for all products and services offered by the division within the Critical Power Solutions Division (CPSD). In addition the successful candidate will plan and manage training contracts, maintenance contracts, time and material orders, battery replacement and monitoring services, extended warranties, and field incident resolution

We are looking for an individual with an extensive knowledge with product line development focused in the service sector along with experience with UPS systems and service market dynamics.

ESSENTIAL FUNCTIONS

• Lead the Operations and Field Service teams responsible for the development and delivery of products and services offered by CPT.
• Manage Profit and Loss results for CPT.
• Confer with CPSD Service Product Line Manager and General Manager to plan business objectives, develop organizational policies, coordinate functions and operations departments, and establish responsibilities and procedures for attaining objectives.
• Prepare business plans for presentation to and approval of the Company staff.
• Review activity reports and financial statements to determine progress and status in attaining objectives and revise objectives and plans as needed. Manage the budgets and facilities of the CPT Service Solutions product line.
• Manage service and replacement projects to the schedule, revenue, and profitability commitments of the business.
• Manage and direct CPT Service Solutions staff according to Company policies and procedures to effectively achieve division and department objectives. Develop employees by training, cross training, and providing continuing education opportunities. Conduct performance reviews and provide input for salary decisions.
• Lead the Sales team to identify and develop new customers and maintain existing customer relationships. Facilitate negotiations with regional service organizations and third-party vendors to support customers where needed.
• Execute the Integration Plan for CPT. Provide recommendations for transferring knowledge from CPT to CPSD and driving process improvements and synergies for all of CPSD.
• Negotiate with customers on issues relating to product warranties, product life cycles, replacement alternatives, and field quality incident resolutions.
• Manage spare parts supply chain.
• Manage relationships with service providers.
• Assist with product proposals, contract negotiation and risk assessment management.
• Provide input to the growth strategy roadmap for the CPSD Service product line.
• Further the goals and positive, professional image of CPSD by conducting business with outside contacts and other MEPPI departments in a timely and cooperative manner.

• Bachelor’s Degree in Engineering, Business or related technical or commercial field with a minimum 7 years of service management experience and a minimum 3 years of management experience, or equivalent education and experience.
• Knowledge of UPS systems and service market dynamics.
• Experience with product line development within the service sector.
• Ability to read, understand and negotiate contracts and proposal language.
• Advanced interpersonal, communication, and presentation skills required to communicate with employees, vendors, and customers.
• Advanced analytical and problem-solving skills with emphasis on resolving technical issues.
• Ability to work in multicultural environments with emphasis on Japanese culture.
• Advanced computer skills with emphasis on MS Office products with emphasis on Word, Excel, and MS Project.

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