The purpose of this position is to be the lead of a team of service technicians, typically for Facilities Management Contracts or large service sites and to ensure that Honeywell meets contractual requirements and exceeds customer expectations, while also being an individual contributor (100% job chargeable). Duties include developing skills, information and management discipline necessary to deliver services in a timely manner at planned gross margins, leveraging HBS tools, processes and best practices. Role responsibilities include the Field Service Supervisor performing work on contracts and service projects to meet team’s financial and productivity metrics.
Responsibilities
Key Responsibilities
- Maintains customer’s satisfaction at acceptable levels, and resolves customer satisfaction issues.
- Reviews VOC feedback and takes appropriate proactive actions
- Enhance customer satisfaction and comfort by identifying system upgrade opportunities, spot service needs, maintenance contract additions and other sales leads, individually and with his/her assigned team.
- Ownership for service financial performance of the team. Monitors financial performance on a monthly basis and reviews available to spend versus actuals for different contracts. Continuously improve service operational metrics.
- Ensures the availability of tools, equipment, and materials required while maintaining and controlling inventory levels.
- Actively supports the implementation and compliance of productivity enhancing processes related to service delivery, taking ownership to implant these in his or her own scope of responsibility.
- Lead and manage service team in the effective adoption, implementation and compliance with HBS Global and EMEAI policies, processes, procedures, service tools and business best practices.
- Set and implement standards (quality processes, service manuals, hour reporting) and ensure that the service team delivers to performance expectations.
- Responsible for ensuring contract escalation and renewal opportunities are maximized against plan and that cancellations are controlled at plan level.
- Participate in estimate review process prior to jobs or contracts being quoted to ensure labour estimates are correct and that the work is achievable from a technical perspective. Ensure that subcontracts, where applicable, are complete and documented.
- Ensures service contracts, additional works and small service projects are resourced properly.
- Manages selection and oversight of subcontractors for different jobs in conjunction, where appropriate, with supply team.
Qualifications
YOU MUST HAVE
- Bachelor degree in a Electrical or Mechincal Engineering
- 5 plus years of related support services experience in Honeywell or a related industry
- 3-5 years supervisory knowledge with demonstrated ability to lead a team.
- Financial Skills - The ability to understand financial data at contract level and identify appropriate actions indicated by variances to ensure key metrics are achieved.
- Operational Analysis – The ability to obtain relevant information on operational issues from multiple sources, think broadly about those issues and recognize trends/possible cause-effect relationships.
- Customer Relationship Management - The ability to build and maintain effective relationships with customers based on trust and mutual understanding.
- Drive for Results - The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking.
WE VALUE
- Bachelor's degree in Engineering or a related field
- Strong leadership and team management skills
- Customer-focused mindset
- Ability to drive change and innovation
- Results-oriented approach
- Strong business acumen
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
About Us
Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.