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Honeywell Technology Solutions

Compare

3.8

based on 1.3k Reviews

Video summary

4 Honeywell Technology Solutions Professional Jobs

Sr Cust Exp Professional

Honeywell

3.8

based on 1.3k Reviews

3-7 years

Pune

1 vacancy

Sr Cust Exp Professional

Honeywell Technology Solutions

posted 6d ago

Job Role Insights

Flexible timing

Key skills for the job

HTML and CSS Business Administration Compliance Customer Experience Management Data Quality Interpersonal Skills

+ 1 more

Job Description

The Service Contract Support Pole Lead coordinates the daily Contract Renewal / Change Order Operations for the effective renewals of the LSS Service Contracts within the designated pole.

The main objectives are:

- Drives the renewal / Change Order process with the Contract Support Specialist team for the related pole, to ensure milestones are met on time and quality complies with GSM process

- Drive weekly MOS with CSS team to achieve RNOC given to SOL KPI

- Drive weekly MOS with RSOMs/GCC to address issues/drive initiatives & improvements

- Weekly MOS with direct manager to escalate issue/roadblock to get resolution

- Drive on time welcome packet generation

- Drive 100% data quality compliance on all aspects of documentation/tools used by CSS teams and raised corrective actions when needed.

- Drive Service contract booking of the Pole with 100% data accuracy.

- Drive SOF, SaaS, Next Gen tool, third party ordering etc for the respective Pole.

- First point of contact for Service Contract related queries for all stakeholders.

- Ownership of queries/issues/challenges raised by CSS team or stakeholders and drive to resolutions

- Mentor/Coach, assist and train the Contract Support Specialist team within the pole, on best practices and tool usage.

- Coordinating with stakeholders to arrange trainings for team.

- Provide feedback of CSS team to Direct Manager in offline Mid-year/PDS template

2. Primary responsibilities:

Executes own contract renewal activities for assigned service contracts, in line with the job description of the Contract Support Specialist.
Ensures 100% renewal case generation within the Pole
Establish and maintain long-term trust relationship with Contract Support Specialist team within the pole, direct Manager and the GCC organization, to effectively drive and execute on time proposals, bookings, and, including achieving quality standards
Constantly evaluates renewal process and used tools for improvements. Provides clear cases for improvement, including proposed solution to improve process and tool, thus driving overall efficiency.
Raises corrective actions to handle any data quality issues or where GSM process has not been followed.
Assists, if required, in review meetings between Contract Support Specialists and Service Operation Leaders.
Provides guidance on renewal process for key stakeholders when required
Ensures welcome packets are generated for renewals, excluding A360s
Ensures weekly updates to renewal opportunity Next Step field are adhered to for the Pole
Acts as a spokesperson within the pole for quality issues within Contract Support Team and other key stakeholders teams, or where GSM process is not being followed.
Is involved in tool development and UAT when needed
Works with the Contract Proposal Team to identify Contract Support Specialist for new contracts

3. Principal Networks & Contact Links

Internal

Service Contract Pole Operations Manager
Service Contract Support Specialists
Asset Support Team
Contract Proposal Specialists
Service Operation Leaders
GCC
Field Service Managers
Regional Service Operation Managers
ISLC

External

Limited may be involved in customer VOC when needed. Normal day to day role has no contact with external customers

4. Supervisory Responsibilities

Matrix manager to Contract Support Specialist team for related pole

5. Geographic Scope & Travel Requirements

Located within a central location.

100% from Honeywell office, no work from home (unless special approval).

Typically assigned to a particular pole, handling # agreements within pole.

Working hours related towards opening hours within particular pole.

Travel not required for primary task, on exception base for secondary tasks (e.g. training on location).

6. Key Performance Measures

Contract Renewal Milestones (RNOC to SOL as per current SLA)
All Active renewals to have a renewal case
Corrective actions (as per current SLA)
SEA rejection (as per current SLA)
Renewal opportunity next step updates
Compliance (Policy and Process)
Data and Pricing Accuracy

1. Education Required

Bachelors Degree Engineering or Business Administration

2. Work Experience Desired

Previous successful experience of leading a team

10 years of industry experience with process controls.

4 years minimal of experience in Honeywell LSS organization.

2 years minimal of experience within Contract Support Specialist role.

Excellent working knowledge of Word, Excel, PowerPoint and Outlook.

3. Technical Skills & Specific Knowledge Required

Strong Math skills

Basic knowledge of pricing of a service agreements.

4. Behavioural Competencies Required

Able to forge strong internal business relationships and deliver on commitments.
Demonstrates a high level of planning & organisation skills daily.
Demonstrates a strong commercial awareness.
Excellent interpersonal skills as well as good verbal, written and presentation skills.
Ability to multi-task and prioritise work.
Flexibility to work on tasks which may not form part of this job description
Self-motivated and able to work with minimum supervision.
Actively provides advice and directions for improvement within overall CM org.
High Customer focused approach, challenge current practices to improve customer experiences
Highly self aware, recognising the impact of approach and behaviours on peers, direct reports, customers and other internal and external contacts.
Work in shift to suit pole normal working hours, if not physically located in the assigned pole
Work 100% from Honeywell office, thus stimulating knowledge sharing between Contract Support Specialist team
Daily demonstration of the Honeywell Behaviours.
Share knowledge with direct manager and Contract Support Specialist team on a frequent basis
Drive own development plan, be curious and continue to learn