Site Operations Lead

6 days ago

Västerås, Västmanland, Sweden TN Sweden Full time

At TN Sweden, we are pioneers in nuclear technology, and our Swedish operations have been a driving force since 1969. We supply nuclear fuel and provide products and services in automation, maintenance, testing, and decommissioning for customers worldwide.

With over 10,000 employees in 19 countries, including 1,000 based in Sweden, we recognize that our people are our most valuable asset. We strive to identify, attract, and recruit the best talent while embracing diversity in the global workplace.

Job Function

As an On-Site Customer Support Lead, you will be responsible for providing leadership and ensuring the safe delivery of high-quality services with a focus on customer satisfaction. You will achieve financial targets set for the customer by building and maintaining valuable customer relationships through a deep understanding of site-specific needs and customer protocols.

Duties and Responsibilities
  • You will implement Westinghouse codes of business ethics and conduct, ensuring all employees under your supervision are informed about these standards and related policies, and enforcing them within this supervised activity.
  • You will serve as the Westinghouse presence at customer sites, representing the company's ability to respond to planned and emergent customer needs.
  • You will provide valuable customer information to build relationships and broaden the understanding of customer site needs.
  • You will ensure Westinghouse activities and interactions align with the site-specific environment, policies, procedures, and organization to meet requirements and eliminate cost of poor quality.
  • You will champion human performance and safety.
Identify Customer Needs
  • You will issue regular plant status reports, as necessary. Identify unmet customer needs and communicate with the sales and product teams to identify potential solutions.
  • You will collect marketplace data, including customer long-term O&M and capital plans, as well as competitor intelligence, and communicate with relevant Account Managers.
  • You will grow the pipeline by identifying and evaluating customer needs, reviewing bid specifications for applicability WEC products and services.
  • You will propose direct coordination and solicit various product lines for technical and financial input in support of the proposal process. Submit proposals and negotiate up to contract signature for basic opportunities with standard T&Cs as per the DOR.
  • You will pursue push-identified business opportunities in customer organizations.
Execution Oversight
  • You will provide guidance, coaching, and oversight to field project managers in the execution of specific projects.
  • You will oversee scope development, schedule development, contingency planning, and development of work packages/orders and project plans.
  • You will supervise Westinghouse personnel on site and provide feedback on individual and team performance.
  • You will work with customers to remove barriers to the successful completion of projects, which could involve work scopes, customer support requirements, plant logistics, and physical issues.
  • You will elevate unresolved issues through proper channels in both the Customer and the Westinghouse organization to obtain mutual resolution.
  • You will coordinate the development of a unit/fleet long-term strategic maintenance and performance enhancement program integrated into a total outage program.
  • You will indirectly report to and support the Account Executive for matters related to customer projects and OPS services.
  • You will develop Status Reports and lead presentations to the Account Team, Executive Steering Committee, and the Executive Board.
  • You will manage and lead resolution of customer satisfaction issues (technical and commercial).
  • You will review performance results and manage performance metrics evaluations.
  • You will provide feedback and mentoring to WEC OM's, Project/Service PM's Supervisors, and Leads.
  • You will lead the identification of lessons learned, outage performance, and continuous improvement.
Customer Relationships
  • You will systematically build consultative relationships at all levels within the site organization, including operations, maintenance, and engineering decision-makers. Be an active member of the utility leadership team.
  • You will use the customer relations management tool (D365) to capture customer and competitor intelligence and document associated actions to support achievement target objectives.
  • You will utilize extensive knowledge of Westinghouse products and services, customer capital spending decisions, outage planning, and technical issue resolution to become a trusted advisor to the customer.
  • You will attend customer status meetings or other relevant meetings to understand customer short-term issues and long-term business needs.
  • You will lead resolution of added scope, delays, contract changes, etc., associated with site activities.
Education and Qualifications / Skills and Competencies
  • Bachelor's degree in Engineering or equivalent related technical discipline.
  • 10 years of engineering or field experience, prior field service, outage, and/or on-site utility experience, significant customer-facing experience at the plant and corporate level.
  • Assignments require broad-based technical knowledge of plant operations and application of field service engineering techniques, principles, and practices.
  • Experience in complex contract management, customer negotiations, and supplier delivery.

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