North America Process Automation Services Director

Job Summary


* Provide leadership in the definition, establishment and maintenance of effective and consistent processes, systems and tools supporting Field Services across Process Automation North America Delivery, with deep knowledge of Foxboro and/or Triconex product hardware and software and the accompanying standard processes, practices, and tools used by the North America Delivery Field Services teams for solution implementation


* Develop and manage the regional Field Services resource forecast via the Capacity Planning tool coordinating its regular monthly update through the Field Services Managers, and providing input to Vice President, North America Delivery, with regards to the need to add or reduce HC


* Promotes and coordinates resource sharing across offices and countries to maximize resource effectiveness and utilization.


* Responsible for elevating the skills and competencies of the regional Field Services organization through participation in training curriculum definition, development, and deployment within the context of the Process Automation Global Delivery team


* Address specific project or customer site resource performance issues personally and lead Territory Delivery Directors and Field Services Managers through action planning, risk identification/mitigation, and follow up with specific emphasis on customer support with effective resource deployment across the North America region


* Manage and report to the Vice President, North America Delivery, on North America Field Services KPIs performance vs target for Billable Utilization %, Billable Hours vs Planned Hours, Absorption over/under recovery, Training Utilization %, Scout Leads, # Orders, and Order Value, One Voice EEI and Action Plans, and others as defined by VP, North America Delivery


* Provide oversight to Customer First contract execution analysis and planning for major customer sites identifying and mitigating risks, issues, and other concerns as part of delivery of support services to the customer


* Participate with the regional team in the two monthly Delivery reviews with all the TDDs, and review performance along with regional peers and VP, North America Delivery


* Lead the development of effective internal relationships between territory Field Services and the global functions.


* Supports key Field Services initiatives that benefit PA regionally and globally.

Job Responsibilities


* Responsible for ensuring the territory Field Services teams achieve financial objectives for each Customer First contract in conjunction with high levels of customer satisfaction.


* Closely engaged with Engineering Managers on active projects, to ensure that potential resource and technical risks are foreseen.

Particular focus is given for first-of-a-kind and major projects.

Collaborate to develop effective engagement and transition between Projects and Field Services teams.


* Where needed, works with Territory Del...