Customer Support Management Professional – Service Operations

Job Description

As a Customer Support Management Professional here at Honeywell, you will ensure that our customers receive exceptional service and support throughout their journey with us.

You will report directly to our Sr Customer Support Management Supervisor, and you’ll work out of our Lachine, QC or Burnaby, BC locations on a hybrid work schedule.

In this role, you will have a significant impact on our business. By effectively managing customer support operations at a senior level, you will contribute to customer satisfaction, loyalty, and business growth. Your leadership and expertise will play a crucial role in enhancing our reputation as a customer-centric organization.

You will be responsible for driving SPOT (Service Performed One Time) growth within the business through direct involvement in the quoting, delivery, billing, and reporting processes for Reactive Quoted Work (RQ).  You will have day to day interaction with key members of the service team (FSPs, FSS, SBL, RGM), customers, and suppliers. You will lead continuous improvement initiatives including enhanced use of estimating and mobile tools for digitization.  
Our customers value our ability to deliver quotes quickly and efficiently as part of our service delivery.

Responsibilities

KEY RESPONSIBILITIES:

Spot Quoting

• Support Field Service Professionals (FSP), Field Service Supervisor’s (FSS) and Sales with proposal generation for medium-high complex opportunities.
• Obtain parts/subcontractor/special pricing as required
• Creates SPOT quotes in quoting system (Salesforce and CPQ), and prepares estimate for approval (with input from field)
• Generate proposal for review and approval (with input from field)
• Sends proposal to requestors and/or customers; follows up for feedback and their approval / order to proceed
• Pipeline Management: Work with service operations and sales team to ensure timely customer follow up and close out of RQ opportunities.

SPOT Delivery

• Customer setup (if new) including verification of customer information in SAP and/or Salesforce
• Books RQ as needed (Ensures proper assigned to, customer name, scope, and PO are entered)
• Ensures proper documentation is received, COI/SOV’s/Signed Documents are returned.
• Generates work order through BSC and dispatch.
• Informs field of work order information, verify schedule for delivery, communicates schedules to customer.
• Orders, receives, and coordinates all material for the job
• Issues PO’s, mobilizes, schedules subcontractors (w/ input from field)
• Tracks progress of open RQs in Salesforce (tracking orders, scheduling delays, invoicing activity, etc.).
• For larger or quoted SPOT jobs, liaise with the billing team to complete progress billing.
• Ensures 100% completion of work in the field with field staff.
• Verifies the work order is closed and exported in Salesforce.

SPOT Close Out and Billing

• Ensures all material/sub/other costs are processed and transacted to the job (including follow up with suppliers to ensure costs are correctly captured)
• Monitors billing reports and unbilled to ensure the job has been correctly processed and billed.
• Send invoices to customers as needed.
• Follows up with customer (when needed) to ensure paperwork/invoice received.
• Checks on satisfaction of job as needed.
• Support cash collection team on disputes as needed.

Financial Reporting

• Work with FSS/SBL to review weekly reports for RQ orders and pipeline
• Assist with job forecasting (if required) and overall job monitored for cost against the estimate
• Escalate items as needed to FSS / SBL if not tracking to target or estimate.

Work Digitization

• Promote and enhance CPQ adoption and use of CPQ mobile across the teams
• Support implementation of additional work digitization activities and act as local champion for these initiatives

BENEFITS OF WORKING FOR HONEYWELL

• Benefits – Medical, Vision, Dental, Mental Health
• Paid Vacation
• Retirement Benefits (as per regional policy)
• Career Growth
• Professional Development

Qualifications

MUST HAVE:

• Completed post secondary education
• 3 years of relevant experience in a customer support centric role within a sales, account management, estimation, project management or other relevant fields

 

 

WE VALUE:

• Bachelor's degree highly valued.
• Excellent computer skills, including proficiency in MS Office (Word, Excel, and PowerPoint).
• Experience with SAP, Salesforce or similar software.
• Good written and oral communication with strong attention to detail.
• Basic project management skills, including task prioritization, scheduling, cost management, and reporting.
• Ability to follow instructions and identify opportunities for improvement.
• Previous industry experience.
• Previous technical/installation experience. Including product knowledge and estimation skills.
• Previous customer service experience.
• Good presentation skills.
• Internal sales or account management experience.

The annual base salary range for this position is $58,400- $81,700 in Burnaby, BC. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations. 

This position is for a current vacancy.

ABOUT HONEYWELL TECHNOLOGIES

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. Learn more

THE BUSINESS UNIT

Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit https://buildings.honeywell.com/

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. Learn more

About the company

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.