Job Description Summary

The role of the Global PCS Senior Services Operations leader is to drive all initiatives related to Installed Base & Lifecycle management; Case management & Tech Support Responsiveness and work with regional and P&T team to operationalize our Digital and APM tools/models.

Job Description

Responsibilities:

Manage IB, Lifecycle and Data analytics

• Lead and develop the India‑based IB and data team, ensuring consistently high accuracy, completeness, and governance of Installed Base data.
• Own end‑to‑end IB lifecycle documentation and processes—from asset creation to decommissioning—driving regional adoption and enabling seamless data flow from suppliers to customers (e.g., automated lifecycle notifications, electronic card BOMs).
• Collaborate with Engineering, Product, and Manufacturing to improve the quality, availability, and governance of engineering documentation in PLM, including robust change‑management controls at the asset level.
• Lead the implementation of cybersecurity and regulatory requirements impacting Services digital systems and data.
• Simplify and modernize the Services SAS model, enabling the Product and Commercial teams to perform real‑time market penetration, service potential, and marketing analysis.

Key success criteria: First‑Pass Yield at Services handover, Level of digitalization and data quality across the asset lifecycle, Number and quality of service recommendations delivered to customers, Quantified cost savings and productivity improvements.

Technical support & Responsiveness

• Investigate tools & processes (physical & digital including but not limited to IA, ServiceMax functionalities, etc..) used in other Vernova businesses as well as outside and review/enhance our strategic plan and related budget need for the next couple of years to drive efficiency, quality, lessons learnt & customer responsiveness on tech support globally.
• Review current call center process and drive a more efficient global /digital process with measurable KPIs.
• Work with product, technical teams, services leaders & IA tools (including with ARC) to standardize & digitize services tasks/maintenance/trouble shooting guidance.
• Work with IT, Service Transformation leader and all regional teams to implement in phases Services Tech support apps and enhanced processes, Drive adoption with related people.
• Review tech support global skillsets and ensure adequate trainings
• Ensure lessons learnt & knowledge is regularly recorded from our cases and from the fields to enhance our digital knowledge database.
• Through this 2.0 Tech support approach, ensure 24/7 customer support.
• Mid Term, potentially once a strong knowledge database and Digital tools have been put in place, sell access to a knowledge/tech support database to potentially a network of partners (Rotating Machine focus) to support them remotely and leverage their local presence to grow RM services volume or to our customer through a premium LTSA approach.
• Drive Digital tools adoption to allow remote support and consolidation of pertus in standard database to feed APM model.

Key success criteria: Measurable P80 case cycle time reduction L1, L2, L3; compliance measure to process, # lessons learnt/Knowledge management developed on monthly basis, development of global pertu database.

LTSA costing & reliability / APM model operationalization

• Creation of new offerings/solutions (Flexiverter, Synch Con, MMC) that are strategic for the business.
• Lead regular operational reviews with the OTR teams to review LTSA execution, costing and erosions together with the LTSA commercial leader. Lead improvement actions and facilitate LTSA costing model update.
• Work with Reliability team in P&T team and Services, Engineering and Tech support teams in regions to enhance our APM offerings, drive continuous improvement and enable stronger LTSA value to customers and internal operational efficiencies (including but not limited to reduced time to detect and resolve issues, faster software correction on site, reduced false positives, automated customer KPIs).

Key success criteria: Enhanced and up to date LTSA costing model, Reduction in LTSA margin erosions versus baseline, APM adoption in regions/for each new LTSA, # APM lessons learnt, $$ cost avoidance, etc..

Qualifications/Requirements

• Master’s degree from an accredited institution, or equivalent qualifications and experience.
• Significant successful experience in Service team and delivery management as well as case management & tech Support responsiveness and experience in work with regional and P&T team.
• Demonstrated ability to analyze and resolve problems and lead programs and Teams.
• Ability to document, plan, market, and execute programs.
• Fluent in English verbal and written.

Additional Information

Relocation Assistance Provided: No