Exp Cust Exp Professional

The Service Contract Customer Support Specialist is a hybrid position of two roles:

The Service Contract Manager at IA LSS serves as the main Honeywell operations contact for LSS Service Contract Customers, overseeing Maintenance Agreements to ensure contract fulfilment, while coordinating with internal teams like LSS, Sales, Leadership, and other support functions. This position will primarily oversee several designated maintenance contracts. Ensure uniform contract management for assigned service agreements globally. Enhance LSS contract performance regarding customer satisfaction, operational efficiency, service contract growth, and timely renewal of maintenance agreements.

Create pricing and documentation for assigned contract base, accurately and on time, to ensure proposals are sent to business stakeholders on time. Ensure contract renewals are handled correctly and proactively drive stakeholders through the process. Provide all data and required documentation during approvals and booking stages, to ensure no delays or errors are incurred.

• Develop a comprehensive understanding of assigned customers, concentrating on their business objectives and past and present difficulties, then identify Honeywell solutions to assist them.
• Cultivate and sustain strong relationships with important customer contacts and key members of Honeywell teams, including Service Contract Support team, Service Operation Leaders, Leadership and any other supporting functions.
• Foster a trusted partnership with customers to identify and develop growth opportunities that the Sales Team can actively pursue.
• Address daily customer concerns, implementing corrective measures and ensuring resolution to everyone's satisfaction. Accurately identify and escalate non-contractual issues to the relevant field service or project team.
• Ensure compliance with current global quality processes while also consistently developing and implementing improvements.
• Maintain the accuracy of enterprise systems, including proper account team assignments and opportunity updates in CRM.
• Assist in identifying and communicating cross-SBU/One Honeywell opportunities to the relevant business unit.
• Schedule and team with Field Operations Leader to ensure field service engineers complete customer entitlements that require human involvement.
• Verify and update customer assets, account teams, and contract details in our CRM systems or other software applications.

• Develop a clear understanding of assigned contract base
• Develop and maintain good working relationships with key customer personnel, as well as key personnel within relevant Honeywell teams, including Service Contract Managers, Field Operation Leaders, Field Service Managers and any other supporting functions
• Proactively drive assigned renewals with self and other stakeholders, to adhere to renewal milestones due dates
• Maintain accurate and timely information in CRM for renewals, including attaching documentation for all stages of the renewal process

1. Education Required

Bachelor’s degree or Equivalent - Administrative or technical; OR 3 years Honeywell Process Solutions / LSS Experience

2. Work Experience Required

• 5 years of industry experience with process controls.
• 2 years minimal of experience in Honeywell LSS organization

3. Technical Skills & Specific Knowledge Required

• Good knowledge of service contract portfolio and deliverables.