Service Operations Leader - Tarragona, España - Honeywell

Honeywell
Honeywell
Empresa verificada
Tarragona, España

hace 1 semana

Isabel García

Publicado por:

Isabel García

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Descripción

The role of the Service Operations Leader - Contract Focus within HPS LSS is to act as the key Honeywell operations contact for LSS contract Customers, as well as the internal Honeywell team, which includes: LSS, Sales, Leadership and other function support organizations.

This role will have a primary responsibility for a number of assigned contracts.

The key objectives are as follows:

  • Drive Global Consistency of Contract Management on assigned service contract agreements
  • Improve LSS Contract performance in terms of Customer satisfaction, operational efficiency, financial health, service bank growth, and ontime renewal of service contracts.

Primary responsibilities:


  • Understand our Customer base needs and identify growth opportunities to be passed to sales or pursued directly.
  • Develop a clear understanding of assigned Customers, in particular with respect to their business drivers, historical and present issues, then identify Honeywell solutions to offer Customer.
  • A total commitment to delivering world class Customer service.
  • Develop and maintain good working relationships with key Customer personnel, as well as key personnel within relevant Honeywell teams, including administrators, engineering, sales, lead engineers, supply chain and leadership.
  • Manage the day to day concerns of the Customer, including corrective actions, ensuring satisfactory completion for all parties. Properly identify and escalate noncontract issues to the appropriate field service or project entity.
  • Ensure adherence to existing global quality processes as well as continuously developing and implementing improvements.
  • Ensure enterprise system integrity such as correct account team assignment in SFDC.
  • Ensure the assigned agreements are financially healthy, invoiced per the agreed schedule and with all collectables on time.
  • Lead regular onsite review meetings for primary contracts.
  • Responsible for managing the contract renewals process for all assigned contracts
  • Manage the preparation and ongoing maintenance of Customer Site Portals as required.
  • Assist in identifying and communicating crossSBU/One Honeywell opportunities to the relevant SBU.
  • Understand, comply with and promote Honeywell's HSE culture.
  • Through a trusted Customer relationship, identify and develop growth opportunities that can be pursued by the Sales Team.
  • Become the first escalation point for Customer issues and sales support needs.
  • Schedule and team with Lead Engineers to ensure field service engineers complete Customer entitlements that require human involvement.
  • Provide accurate forecasting for all financial aspects of LSS Contracts.
  • Present deliverables reports to Customer and to Honeywell Leadership as required.

Principal Networks & Contact Links
***Internal

  • HSE
  • Direct manager (Regional Service Operations Manager)
  • Field Service Manager
  • Field Service Specialists
  • Lead Engineers
  • Finance Team
  • ISA Consultants
  • Estimating
  • Quality
  • HPS Legal/Contract Review
  • LSS Contracts Renewal Team
  • Sales Account Managers and Leadership
External

  • End User (Direct) Customers
  • Face to Face as required

Supervisory Responsibilities

Where assigned to specific programs / Customers, may lead a team of field service engineers in support of that specific Customer site or named Customer.


Geographic Scope & Travel Requirements
Typically assigned to a named number of Customers/contracts. Assignment could be based on a country/multiple countries, specific geography, or type of Customer.
Travel will be required to meet face to face with Customers as well as for internal Honeywell meetings.


Key Performance Measures
***- Customer Satisfaction

  • Customer interactions and reports
  • Pricing and contract base growth
  • Renew Contracts before they expire
  • Cash Flow
  • Delivery of Contract Entitlements
  • Compliance (Policy and Process)
  • Data Accuracy
  • Margin improvement
  • Unbilled

Education Required
Bachelor's Degree - Administrative or technical; OR 5 years Honeywell Process Solutions / LSS Experience.


Work Experience Required
***- 5 years of industry experience with process controls.

  • 5 plus years of experience in Honeywell Distributed Control Systems.
  • Proven client scope execution and contract negotiations experience.
  • Track record of business and industry success.
  • Experience working with Customers Face to Face.

Technical Skills & Specific Knowledge
***- Green Belt Training - Certification Desired.

  • Proven Comprehensive Knowledge of LSS Product Portfolio.
Behavioural Competencies Required

  • Able to forge strong business relationships and deliver on commitments.
  • Ability to proactively develop Customer interest in LSS solutions.
  • Demonstrate a strong commercial awareness.
  • Excellent interpersonal skills as well as good verbal, written and presentation skills.
  • Excellent Customer interaction and problem solving skills.
  • Ability to multitask and prioritise work.
  • Selfmotivated
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