At Emerson, we are innovators and problem-solvers, focused on a common purpose: leaving our world in a better place than we found it. Each and every day, our foundational values—integrity, safety and quality, supporting our people, customer focus, continuous improvement, collaboration and innovation—inform every decision we make and empower our employees to keep reaching higher. As a global technology and engineering leader, we provide groundbreaking solutions for customers in industrial, commercial, and residential markets. Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production and protect personnel and the environment while optimizing their energy and operating costs. Our Emerson Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure.
Emerson, a Fortune 500 company with $15.3 billion in sales and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers.
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If you are a PROFESSIONAL SERVICES MANAGER looking for an opportunity to grow, Emerson has an exciting opportunity for you! Based in our KENNESAW, GA location, you will be responsible for the execution and support involving turnkey installations of energy management systems, refrigeration systems, mechanical/electrical system energy systems, energy projects, retrofit applications, and commissioning services for commercial and retail applications. The role will lead the success of service revenue generation, forecasting, customer satisfaction, lead, support, and sustain the high caliber professional services team that consists primarily of Project Managers, Service Managers, Field Service Specialists, Support Center Technicians, and Application Engineers. #LIRemote
AS A PROFESSIONAL SERVICES MANAGER, YOU WILL:
Be proactive in ensuring the services team is delivering high value to the customer, minimizing the potential for disputes, and managing any disputes that may arise.
Recruit, mentor, train, and manage Service and Project resources. Provide regular performance feedback, address performance issues.
Support team resources to ensure consistency in the creation of project scopes of work, service agreements, project plans, cost estimates, and equipment lists to align with customer requirements
Develop and maintain project delivery processes and methodologies to provide best practices governance and support; ensure adherence by all staff.
Own and contribute to continuous improvement initiatives for departmental functions, processes, and practices as well as improvement initiatives across departments.
Manage and monitor team resource workloads and own new project assignments. Conduct resource planning to meet current and forecasted delivery demands.
Report any information in advance whenever customer satisfaction, service performance, or billable revenue is potentially at risk of being jeopardized.
Assign staff to manage the project to achieve 100% customer satisfaction, on-time, and on-budget performance; execute mitigation per plan as needed
Accountable for forecasting, reporting, and achieving professional services revenue and customer satisfaction goals.
Ensure all post-installation concerns are logged through the ticketing system and customer updates and progress are within the Key Performance Indicators assigned by the business
Maintain team's phone log in periods are enough to ensure low talk time and call abandons and ensuring escalation channels are in place for Tier I agents
Maintain self and team's proficiency in all products and services that the company offers. This includes installation, programming, and equipment protocol. Monitor and measure the team's overall product knowledge and put in place continuous improvement plans to ensure domain knowledge
Participate in new sales opportunity development, support growth of the business via partnerships with sales leaders and lead and influence the development of new services offerings.
WHO YOU ARE:You readily distinguish between what’s relevant and what’s unimportant to make sense of complex situations. You take a proactive approach to shape and influence stakeholder expectations. You separate and combine tasks into efficient and simple workflows. Your actions signify progress and you remain calm and composed, even when things are uncertain.
REQUIRED EDUCATION, EXPERIENCE & SKILLS:
Associate’s degree or equivalent from a two-year college or technical school along with five years related experience and/or training, or equivalent combination of education and experience.
Minimum five (5) years experience in a team management role and a proven track record of successfully managing cross-functional service delivery resources
Minimum five (5) years experience in technical project management of complex projects and a thorough understanding of project management methodologies and service delivery best practices
Industry knowledge with experience in controls, energy management systems, refrigeration systems, mechanical/electrical system energy systems, energy projects in new buildings, and retrofit applications for dry retail, foodservice, and retail food facilities is highly desirable
Computer skills including word processing, spreadsheets, database, Internet software, E-mail, Windows 98, 2000, XP
Excellent written and verbal skills to effectively communicate and present at all levels, both internally and externally
Ability to travel between 20% and 25% for the role
Legal Authorization to work in the United States – Sponsorship will not be provided for this role
PREFERRED EDUCATION, EXPERIENCE & SKILLS:
Professional Project Management (PMP) certification or related equivalent
Ability to manage multiple priorities and effectively prioritize and execute in a high-pressure environment
Ability to make sound business decisions independently that reflect a balance of both customer and Emerson needs/requirements
Ability to adapt quickly to changing business requirements and demonstrate a positive attitude towards change
WHY EMERSON?Our Commitment to Our PeopleAcross the globe, we are united by a singular Purpose: We drive innovation that makes the world healthier, safer, smarter, and more sustainable. We invest in our employees to ensure they have the marketplace knowledge, skills, and competencies to bring this Purpose to life while competing and leading in a global economy. Our training programs focus on end-to-end development, from onboarding through senior leadership.
Flexible Work Schedule – Remote Work Option and Core Hours This role has the flexibility of a remote work option up to three days a week and a core hour schedule. You can choose to flex your start and stop times given you are working during the core hours of 9:00am - 3:00pm. Our teams work together to ensure our chosen work schedules enable our creativity and productivity as we serve the needs of our customers.
Benefits Emerson places a high value on ensuring that employees have a good work-life balance. We provide access to a competitive benefits package, including the following: medical insurance, dental and vision coverage, 401k participation with a competitive immediate match, tuition reimbursement, parental leave, and an employee assistance program. Immediate vacation and holiday leave available, including a facility shut down from Christmas Eve through New Year’s Day. Kennesaw Employee Resource Groups, including a very active Diversity and Inclusion Committee, ensure that the Emerson values are incorporated into everyday employee life.
Why Work in the Greater Metro Atlanta Area Our facility is located in Kennesaw, Georgia, which is conveniently located within driving distance to Atlanta and Historic Downtown Kennesaw. The area offers excellent school systems, an abundance of outdoor walking trails, and low crime rates create a family-friendly environment. The area is surrounded by several growing communities with restaurants, festivals, shopping, and outdoor activities that make them exciting places to live and work.
About our Location The newly renovated Kennesaw campus hosts a Manufacturing Facility, Customer Support Call Center, and the offices of our Division President & Staff. Retail Solutions is a global business unit inside the Commercial & Residential Solutions Cold Chain segment and is the leading provider of electronic controls and optimization services for supermarket, convenience store, restaurant and refrigerated transportation customers, and the OEMs that serve them. Electronics & Solutions is comprised of six acquisitions organized to add value to Emerson’s world-leading products through control, connectivity and remote monitoring. The business generates half of its revenue outside of North America and employs over 1,200 people globally. Headquartered in the Greater Atlanta area, the business has major operations in Minnesota, Italy, Mexico, Brazil, China, and the Philippines. The Cold Chain business helps ensure that food safely and efficiently travels from farm to fork. With the blend of businesses and functions represented under this one roof, there are many opportunities for advancement within the Kennesaw location.
Our Commitment to Diversity & InclusionAt Emerson, we are committed to fostering a culture where every employee is valued and respected for their experiences and perspectives – and that reflects the world around us. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and brings the best solutions to our customers. This philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and Diversity & Inclusion at Emerson. Work AuthorizationEmerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire. Equal Opportunity EmployerEmerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact idisability.administrator@emerson.com.
