Contract Management- Senior Professional

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.

• Ensure proper checking and booking of customers orders, engaging with sales if needed;
• Ensure appropriate service and billing plans are properly set in ERP and bFS;
• Ensure Work Orders are properly created, enriched and scheduled in bFS based on business priorities and best FSR availability;
• Ensure proper proactive communication with customers and proper handover to FSR team.

• Manage the portfolio of upcoming orders;
• Monitor 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;
• Join weekly Short Interval Management cycle 3 meetings, addressing roadblocks and improving performances from dashboard (like reducing deviations and overtime, optimizing utilization rate…);
• Ensure good coordination within his/her team (order managers, planners, service plan managers ) and with other teams (tendering, sales, execution, projects, logistics, finance );
• Support Sales & Operations Planning by preparing data in Master Planning Tool.
• Maintain close relationship with biggest customers and explore new business opportunities

• Put in place relevant Management System to ensure perfect collaboration, and team collective dynamic
• Track and implement ambitious People engagement action plan to ensure highest employee satisfaction at work and psychological safe working environment
• Ensure competency availability in long term within the team and anticipate competency evolution leveraging tools and processes dedicated to it (Competency Review, SPS …)
• Manage Headcount through dynamic sourcing and attrition plan to ensure appropriate work capability within the team.

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.

• 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

• 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

• 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

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…