Site Based Program Manager

POSITION SUMMARY

Operating under general supervision, the Site-Based Program Manager is responsible for leading a service-oriented business that prioritizes safe work practices and operational excellence. This role involves implementing and sustaining standardized tools, systems, and support for the designated Site-Based team. The manager oversees resources to enhance customer satisfaction while boosting productivity and profitability. This includes executing customer satisfaction strategies that encompass contract obligations, service level agreements, and service asset management. The position requires effective recruitment, the establishment of repeatable processes, and ensuring consistent delivery of Site-Based Services. The manager is also tasked with maintaining operational excellence and ensuring contract profitability, while fostering a collaborative team atmosphere through regular performance feedback, development, and coaching. A strong business acumen and a commitment to continuous improvement are essential.

RESPONSIBILITIES

• Assembles teams and programs necessary for the successful execution of Site-Based contract delivery, parts management, training materials, and new contract mobilization.
• Promotes profitable contract deliverables by effectively managing assigned resources, including personnel, finances, and materials, ensuring that key performance indicators (KPIs) are met or exceeded.
• Cultivates an environment that motivates team members to deliver high-quality, cost-effective, customer-focused services while surpassing performance targets.
• Ensures that tools and processes are implemented according to established standards to achieve customer satisfaction at optimal costs.
• Evaluates operational processes and provides recommendations for enhancements, identifying areas for improvement within service operations and implementing necessary changes.
• Leads local initiatives to enhance customer loyalty programs aimed at securing and retaining service contract clients.
• Implements safety programs and policies to support a safe working environment.
• Facilitates operational review meetings to assess safety and operational excellence performance metrics.
• Handles various managerial tasks, including hiring and performance evaluations, in alignment with the established business strategy. Clearly communicates performance expectations, conducts performance reviews, and develops plans for direct reports, collaborating with relevant functional managers as needed. Provides consistent coaching, including monthly one-on-ones and operational reviews.
• Focuses primarily on standards and new contract implementations across North America, leading the execution of the field-directed service business and ensuring uniformity in delivery systems across service centers.
• Oversees the rollout of Site-Based Service contracts with supervisors and technicians, emphasizing the delivery of top-tier thermal services. As new contracts are initiated, the Deployment Leader will implement the organization’s “playbook” for effective Site-Based delivery model execution.
  • Conducts audits of service operations to assess effectiveness and implements changes to enhance performance, ensuring that contractual obligations are fulfilled and customer satisfaction is achieved.

QUALIFICATIONS

• Possession of a degree in Engineering or Business with a minimum of six years of relevant experience, or a graduate from a technical school or military equivalent with at least nine years of similar experience. Alternatively, a high school diploma or equivalent with a minimum of ten years of relevant experience is acceptable.
• Experience in continuous improvement methodologies is advantageous.
• Exceptional communication, supervisory, organizational, and management skills are essential.
• Proficient in both written and verbal communication, with strong presentation abilities and comfort speaking to large groups.
• Able to lead and manage diverse teams effectively.
• In-depth knowledge of Thermal and Critical Power Infrastructure Services is required.
• A solid theoretical foundation coupled with strong management capabilities is necessary.
• Effective communication skills, both written and verbal, with clients, colleagues, and management.
• Demonstrates good judgment, reliability, and the ability to supervise large-scale projects with technical expertise and sound business management skills.
• Strong computer proficiency, including editing, formatting, and utilizing templates in Microsoft Word, Excel, PowerPoint, and conducting online research for standards/products/manufacturers.
• Willingness to work flexible hours, including weekends, holidays, and night shifts.
• Able to travel up to 50% of the time.
• Possession of a valid Driver’s License.

The ideal candidate will embody our organization’s Core Principles and Behaviors to effectively support our Strategic Priorities.

OUR CORE PRINCIPLES: Safety, Integrity, Respect, Teamwork, Diversity & Inclusion.

OUR STRATEGIC PRIORITIES:

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS:

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

We are dedicated to empowering individuals who will shape the future. From simple interactions to transformative solutions, we design, manufacture, and service products that keep the world connected. With $5 billion in sales and a robust customer base across nearly 70 countries, we are uniquely positioned to deliver exceptional value to our clients and create new opportunities for our workforce.

Work Authorization:

No calls or agencies, please. Our organization will only hire individuals who are legally authorized to work in the United States. This position does not offer sponsorship. Candidates with temporary visas or those requiring sponsorship for work authorization now or in the future are not eligible for employment.