Sr Cust Supp Mgt Professional
Posted Updated
Description
Senior Customer Support Management Professional
Location: Malaysia / Thailand / Indonesia / Vietnam / Singapore / Pune.
The Field Operations Manager (FOM) will be responsible for managing and developing the Field Service Specialists (FSS) in their respective Territories. The FOM will drive the team to deliver operational excellence, ensuring effective customer engagement from the local Lifecycle Solutions Services (LSS) and the broader Honeywell Process Solutions (HPS) team.
This role is accountable for driving growth across all LSS service delivery modes through effective workforce planning, delivery coordination, and ensuring compliance with Honeywell and customer Quality, Health, Safety, and Environmental requirements following strict adherence to the Honeywell Accelerator AMS GDM.
Key Responsibilities
Customer Engagement
- Develop strong trust relationships with key customer contacts.
- Provide exceptional support to customers, act as person in charge responsible to track and resolve any Customer escalations, issues or concerns.
- Collaborate with:
- Contract Managers to plan and schedule labour resources to meet the needs of customers aligned to their contract entitlements.
- Project Managers to plan and schedule labour resources to meet the needs of customers aligned to their Project Schedule and commitments.
- FSMs, Spot Co-ordinators, Branch lead service engineers or directly contact customers to schedule FSS contract or SPOT activities.
- Monitor and push Pulsar adaption in the region.
- NPS - Responsible for driving Pulsar Survey adaption across the region and NPS for services.
- NPS - Track the detractor scores (-ve NPS ratings) across all modes and remedial actions taken and ensure satisfactory closure with customer.
- Understand the Customer base, identify FSS skills gaps and drive competencies to support future needs.
Operational
- Support Campaign roll-out within the region. Responsible to drive growth through BTB campaigns and regional/pole special to push the short cycle order and revenue growth.
- Responsible for driving MOS with FSMs, Spot Co-ordinators, Branch lead service engineers for SPOT Parts Revenue and Billing, Front-log Back-log forecast and planning included.
- Regional focal for ISC Demand planning for Hardware Software shipments - Attend the monthly regional and pole level MOS calls, Provide Material SIOP forecasts for month quarter.
- Maintain Billability and Utilization for region as per global standard or regional agreement. Participate in burden rate recovery review at set frequency.
- Ensure Installed Base Audits are planned and completed on schedule.
- Drive and monitor Honeywell HSE culture and ensure compliance with safety and environmental regulations, track and monitor SOS metrices.
- Ensure that all HSE requirements for customer sites are thoroughly documented, regularly updated, and communicated to stakeholders prior to any FSS site visit.
- Ensure operational excellence and adherence to quality standards as per Honeywell Accelerator AMS GDM.
- Ensure that FSS service visit reports are attached to all Work Orders to comply with Honeywell Accelerator AMS GDM, reduce disputes and support reduction in Short Cycle Past Dues.
- Work with cross-functional teams to achieve business objectives.
- Monitor and analyse performance metrics to identify areas for operational improvement.
- Drive continuous improvement initiatives to enhance operational efficiency.
- Develop a strong network across the territory and HPS business teams to guarantee customer delivery satisfaction.
Work Force Planning
- Optimize resource allocation and drive productivity.
- Ensure FSS time entry, billability and overtime meet business targets.
- Ensure effective work execution, planning, and competency of the teams in their territory.
- Manage the relationship with GES and COEs for outsourcing packaged work.
- Work with labour resource pools such as GES, Contractors and other LOBs to support field activities ensuring compliance to local laws, HSE compliance and correct documentation as required.
- Ensure correct visas for foreign workers in partnership with FSM and GMS.
- Ensure that compliance measures are established prior to travel, addressing all GMS aspects, including Immigration, Tax, and Social Security.
- Ensure labor SIOP reporting and planning is maintained to optimize labor resourcing including driving the quarterly SIOP MOS for your area of responsibility.
- Ensure Work Execution planning is completed to understand the resource and skill requirements.
Training and Development
- Ensure all FSS in their territory are fully trained and understand business drivers and tools required to fulfill their role.
- Identify FSS skills gaps and drive competencies to support future needs.
- Ensure the scheduling and completion of training plans for technical (CEAT) and soft skills, new products, quality and mandatory HSE Training for all FSSs and TECPros if applicable across their territory.
- Monitor and alert FSSs of expiring CEAT Certifications and proactively drive recertifications.
- Manage and support the rollout of processes, training, tools, and initiatives, including productivity and its tracking.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.