Manager, Automation Services EMEA & M&S and Global Remote Services
Kalmar (Cargotec Oyj)
Total des années d'expérience :6 years, 10 Mois
Summary:
- Leading Automation Services for EMEA & M&S and 24/7 Global Remote Support services
- Expertly facilitating global customer support in automation technology
- Driving innovation through strategic partnerships with customers and internal R&D
- Defining and improving service business processes for operational excellence
- Crafting and negotiating contracts tailored to customer needs and corporate objectives
- Implementing sales strategies to explore additional revenue streams
- Ensuring seamless internal communication for efficient information transfer
- Directing teams in line with the company's long-term strategic goals
- Managing a robust global team providing 24/7 remote support services
- Advocating lean methodologies and continuous improvement for value generation
Accountability:
- Line Management of the service engineering team (M&S and Onwatch)
- Handling first-level escalations in the region from customers
- Execution of contractual obligations and SLAs
- Ensure that global processes are adhered to
- Health and safety of the team
- Customer release roadmap in the region.
- Team hour reporting
- Customer invoicing for the region
Responsibility:
- Monthly reporting to customer
- Monthly reporting to the Internal Steering group
- Host the Autss part of the quarterly steering including enhancement projects
- Seek and register opportunities
- Ensure that sales support creates offers
- Understand revenue and costs for own customers - where relevant projects exist
- Manage small enhancement projects with customers
Summary:
- Led global OEM automation support at Kalmar Global (Cargotec Finland), enhancing customer service and project execution across international markets.
- Orchestrated on-site and retrofit automation projects, ensuring seamless integration and customer satisfaction.
- Fostered collaborative relationships with product management, customers, and spare parts/software development teams to deliver tailored solutions.
- Played a pivotal role in the 24/7 global support team for KalmarOne automation customers, contributing to round-the-clock customer assistance.
- Stepped in as acting team lead in manager’s absence, demonstrating leadership and maintaining team direction.
- Conducted regular software updates
- Expertly managed on-site troubleshooting, remote case handling, and software and R&D department cooperation.
- Delivered comprehensive maintenance training to clients, focusing on optimizing resource utilization and project management.
- Designed and led training programs for global teams
Accountability:
- Team leadership from a technical perspective for others in the region
- Mindful of behaviours that incur cost
- Ensure the releases mets the customer expectations.
Responsibility:
- Provides technical leadership to the regional team
- Understanding customer needs in the region (technical solutions)
- Oversee system design choices and ensure they align with the product
- Lead the troubleshooting and resolution of high-impact incidents.
- Ensure comprehensive documentation is maintained for systems, product and solutions of customers in the region.
- Ensure technical standards and quality controls are met
- Facilitate root cause analysis and the implementation of long-term solutions to prevent future issues.
- Facilitate the team for hotfixes implementation, release notes, configuration changes checks.
- Plan and execute the rollouts with the team for customers in the region
- Participate in Onwatch activities
- Seeking sales opportunities
Summary:
- Provided comprehensive global support to KalmarOne customers, ensuring high customer satisfaction and timely resolution of issues.
- Managed case handling and troubleshooting, effectively delivering fixes and proactive solutions to complex technical problems.
- Collaborated closely with software and R&D departments to align service support with ongoing product development.
- Integral member of the Kalmar Level1 global support team, offering both proactive and reactive assistance to a diverse client base.
- Supported OEM customers by leading and executing on-site projects and retrofit initiatives, tailoring solutions to meet unique operational requirements.
- Contributed to team efficiency through diligent reporting, documentation, and serving as a reliable support system for team members.
Accountability:
- Act as L1 support for Onwatch
- Support of the customer assigned to them in day-to-day operational matters - if contractually obligated.
- Provide technical support to customers of automated systems, often involving issue diagnosis and step-by-step guidance.
- Following global processes
- Share knowledge with peers
- Ensure tickets are handled within SLAs and do pre-analysis on whether it requires SW implementation
- Participate in projects (if applicable)
- Release quality and rollback avoidance
Responsibility:
- Documenting frequently encountered issues and the solutions
- Incident and defect categorization
- Documentation of the automation system at the customer site
- Participate in testing and implementing new releases
- Communication of technical information to non-technical stakeholders where necessary
- Suggest enhancement to tools and practices to increase efficiency
- Train customers on the correct usage of the automation systems
- Seeking sales opportunities
- Attend site as necessary to carry out contractual obligations
Review and troubleshoot equipment. Commissioning onSite (Sensors, Drives, machines, interfaces, IT telegrams, etc..) Lean ERP experience IT Systems and processes operative experience Logistics solution and service maintenance experience Expertise of the corresponding ERP solution functionality Understanding of Change Management practices
Review of submitted science and engineering conference papers
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• Hybrid system include Solar, Wind Turbine, Energy storages and Biogas generator
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• Self-switching generic model in MATLAB
• Hybrid system case study for Finland and United states of America