National Operations Manager & NSW
The National Operations Manager is responsible for the customer service business and customer technical helpdesk, with strong support for customer success and engagement in the Subsidiaries, JV Organizations, and Distributors in the Oceania Region. This position supervises and provides functional guidance, process optimisation, and methodology to the Operations Managers in Oceania, supporting directors and senior managers in the Region.
Targets of the position:
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| Customer perspective: Care about customer satisfaction and loyalty with long-term sustainable relationship. The operational success is defined with excellent work in Customer Service, Technical Support and quality and skills of technical resources in performing service and project works. The role takes responsibility for customer success, retention and the strategic development and growth of Modernisations & Extensions (ME) and digital services. Customer Engagement and Customer Lifetime Value are key responsibilities of the position. |
| | Financial perspective: Conduct revenue, Gross Profit and solid profitability analysis and strategy implementation for Modernisation and Facility Operations in line with market development plan and budget planning. |
| | Process perspective: Execute SKIDATA strategy for Oceania to provide excellent service; generate continuous improvement, process automation, tools and digitisation and adhere the worldwide SKIDATA processes, standards and group policies according to defined KPIs and OKRs. Position owner takes care of IT Security in our customer services and technical helpdesk. |
| | Skills perspective: Pursue service organisation satisfaction, people and resource management, service processes digitisation and development (strong leadership, customer focused, mentor quality, digital automation and strong financial and commercial background, action driven and proactive). Change management and Transformation program in Services. |
Tasks of position owner ("PO")
(R= responsible) (A = assisting)
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| Tasks / Customer Perspective | R | A |
| | PO cares about Modernisation & Extension (ME) sales and drives Operations Managers in each country or state to proactively manage ME opportunities including equipment refresh, software upgrades, Mobility Subscription Suite and extensions to digital offerings in our existing customer base. This is enabled by the Inside Sales team to generate proposal templates & quotations and further supported by the sales team for key strategic opportunities. |
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| | PO is responsible for maintaining existing contracted customers and converting non-contracted customers to contracted relationships including .CARE maintenance agreements, Mobility Subscription Suite and other digital solutions including sweb MobilePay, eCom, sweb Validate, etc. |
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| | PO cares and coordinates resources together with National Project Manager for successful delivery of projects and supervise the handover process from practical completion of projects to Operations and Field Service Managers in the different countries or states. |
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| | PO cares about quality of after sales service for customer installations and maintains updated record of status of installed base at Regional level. Measures SLA compliance and connects customer assets to SKIDATA service platform for modernisation, software maintenance, proactive monitoring, and connected troubleshooting. |
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| | PO cares about communication channels including Customer Portal and availability of service support, and organisational structure for customer and client services with a focus to improve support levels, remote resolution, service cycle time and smart first-time fix goals. |
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| | PO is responsible to make appropriate and timely decisions regarding incidents and problems (complaint process / escalation procedure), and prioritisation of issues and Fault Records at Oceania level in coordination with Senior Manager Solutions APAC. |
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| | PO cares about appropriate behaviour and customer orientation of the service teams. PO provides guidance and SOPs to General Managers, State Managers and Sub-Region Managers. |
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| | PO ensures the delivery of customer training as part of commissioning processes and hand overs from Projects, and periodical customer training. Customer engagement and utilisation of software and digital services by customers is a key driver for success. |
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| | PO is responsible to implement IT security in compliance with market regulations and company guidelines in relation to customer services and technical remote helpdesk. |
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| | PO cares about customer satisfaction generally, including analysis of the results generated by telephone interviews and online surveys, and resulting actions |
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| Tasks / Financial and Admin Perspective | R | A |
| | PO cares about Modernisation & Extension sales in the Oceania region by; -- Managing the existing installed base using Connected Asset Management (CAM) data to define strategy to drive ME sales -- Ensuring Operations Managers and Field Service Managers are proactively driving ME opportunities in their respective regions and measuring performance (pipeline, win rate, CRM data accuracy) -- Working closely with the APAC Sales Director to deliver a consistent message to our customers aligned with the sales strategy for the region -- Focus on equipment refresh to ensure customer lifecycle is extended -- Drive software upgrades (preferably using MSS) to ensure installed base is on supported software versions and updates. |
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| | PO cares about service contracts in Oceania by -- reviewing and defining scope of services in contracts -- reducing risk and liabilities in cooperation with Sales and Legal departments -- planning and coordination of invoices and revenue management together with Finance department. - empowerment of staff to deliver strategic initiatives driving customer engagement and retention |
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| | PO is responsible to deliver the mid-term plan and business plans & strategy for Facility Operations and Modernisation and Extension (ME), including software services in Oceania, and supports GMs in the different markets with the Midterm plan for introducing new service products and packages aligned with global business line management strategy in each segment. |
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| | PO supports GMs in relation economical disposition of service staff, working days, intercompany and interstate resources in APAC. |
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| | PO is responsible to monitor and coordinate with Logistics the spare parts stock and consumable products in the different APAC countries and states, required in a proper way following company guidelines. |
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| | PO is responsible to enforce with GMs and Service teams in Oceania the accurate reporting regarding the working hours of the field and technical helpdesk services team-members, of third-party service suppliers and coordinate policies to minimise overtime according to regulation and company guidelines. |
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| | PO organises and supervises with local Service managers and customer services department in the different markets and states, the closing of jobs and invoices to customers in time and quality for service jobs. |
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| | PO cares about cash flow generation of the service business and proactively support the Finance team with AR and collection. PO organises credit stop and service stop procedures as part of AR processes in coordination with General Managers, Account Managers and APAC Customer Service. |
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| | PO develops the yearly budget and quarterly forecast process for Oceania Facility Operations lifecycle and Modernisation and Lifecycle forecast and budget process and checks the monthly results and Key Performance Indicators; PO reports significant deviations immediately to Director Sub-Region Oceania. |
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| Tasks / Skill and Development Perspective | R | A |
| | PO cares about training, certification, process automation and implements appropriate tools for the service staff, engineers and subcontractors in all Oceania markets to enable them to do their work in an efficient way with a focus in quality and customer satisfaction. |
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| | PO supports GMs and the wider leadership team in relation to the OKR initiatives and cultural transformation and the enforcement of empowerment, recognition and upskilling of all employees. |
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| | PO is responsible for employee related activities in his team (e.g. performance appraisal, career plan, recruiting requests) in coordination with HR department representative for the region and the Director Sub-Region Oceania in SKIDATA, and follows recruitment processes organise by SKIDATA HR department. |
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| | PO cares, plan and organise management training for Service Managers and Customer Service managers in his/her team. |
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| | PO supervise and approve SOPs for the different service and engineering teams. |
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| | PO rolls out new services, including engineer’s after sales support to software services, and operational support to sweb.services. |
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| | PO selects regional and local Service Partners – if needed – and negotiates contracts with them |
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| | PO instructs regional and local Service Partners regarding guidelines and rules for cooperation with SKIDATA |
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Network of relations
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| Relation with / interface to | int | ext |
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| Customers |
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| Directors, Country Managers, and National Customer service manager |
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| Director Sales & Solutions and Key Account Manager of Subsidiary |
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| Regional Technical Support & Solutions (RTSS) Engineers and Trainers |
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| Partners (local Service Partners / local Solution Providers) |
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| Head of Operations and Senior Managers Central Services (Headquarters) |
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| Manager Field Projects and Senior Manager Solutions |
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| Business Line Managers |
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| Finance Senior Manager of Subsidiary and Global IT representatives |
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| Commercial Manager, and Logistic professionals in subsidiaries. |
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Direct Subordinates to the position owner
Operations Managers
NSW Field Service Manager
Customer Service Manager
Indirect (functional) Subordinates to the position owner
Field Service Managers (except NSW)
Service Engineers and Technicians
Customer service team
Innovative solutions at the cutting edge, a dynamic and forward-thinking work environment, and diverse opportunities – welcome to the world of SKIDATA. Join our strong, international team now and help shape the future of modern access solutions with your creativity and expertise. When you join our SKIDATA team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 62,000 colleagues in more than 70 different countries.
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