The Service Contract Customer Support Specialist will have ownership of a designated service contract base and will be the key contact for the Customer for those contracts, as well as supporting the wider Service Contract Support Specialist team for pricing/proposal/GCC handover tasks on other service contracts.  The main objectives are:

·       Drive contract renewals with external Customers on assigned contract base and work with Service Contract Support Specialist to ensure timely handover, booking and invoicing.

·       Supports the Service Contract Support Specialist team on other service contracts, for pricing/proposal/GCC handover tasks.

Role Responsibilities:

·        Develop a clear understanding of assigned contract base and potential growth areas

·        Develop and maintain good working relationships with key customer personnel, as well as key personnel within relevant Honeywell teams, including Service Contract Support team, Service Operation Leaders, Leadership and any other supporting functions.

·        Ensure adherence to existing global quality processes as well as continuously developing and implementing improvements.

·        Be proactive in all areas of work and escalate issues (Customer or internal) to the appropriate person in a timely manner

·        Ensure renewal opportunity details are kept up to date throughout the renewal cycle for assigned contract base

·        Review pricing and proposal before issuing to Customer

·        Negotiate with Customer for growth areas and receipt of Purchase Order

·        Ensure adherence to renewal deadlines during renewal cycle and complete related tasks in Salesforce renewal case

·        Ensure Customer Purchase Orders are correct before handing over to Service Contract Support Specialists

·        Ensure copies of all customer communication and documentation are attached to the relevant tasks in the renewal case

·        Work with Service Operation Leaders to ensure deliverables are scheduled after the service contract has been renewed

·        Work with direct manager to assist Service Contract Support Specialist team with pricing/proposal/handover to GCC tasks

·        Understand, comply with and promote Honeywell’s HSE culture

·        Be totally committed to delivering world class customer service – Right First Time

Principal Networks & Contact Links

Internal

·        Service Contract Pole Operations Manager – Direct manager, first point of escalation & assignment of contracts for Service Contract Support Specialist portion of role

·        Service Contract Support Specialist – Provides pricing/proposal/GCC handover tasks for assigned contract base

·        Service Operations Leader – Schedules service delivery after contract renewal

·        Field Service Manager

·        GCC – Delivers service contract booking actions.

External

·        Customers – remote contact only

Supervisory Responsibilities

·        None

Geographic Scope & Travel Requirements

·        Located within global Honeywell offices

·        100% from Honeywell office, no work from home (unless special approval).

·        Typically assigned to a particular pole

·        Working hours related towards ‘opening hours’ within particular pole.

·        Travel not required for primary task, on exception base for secondary tasks (e.g. training on location).

Key Performance Measures – Perform to current SLA’s

·        Hold File performance (Contracts not renewed on-time)

·        Growth of assigned contract base as per HPD target

·        Renewal task due dates

·        Customer Satisfaction

Education Required

Bachelors Degree - Administrative or technical;

Work Experience Required

·        3 years of industry experience with process controls.

·        2 years minimal of experience in Honeywell LSS organization (if internal)

Technical Skills & Specific Knowledge Required

·        Basic knowledge of pricing of a service contract

Behavioral Competencies Required

·        Able to forge strong internal and external business relationships and deliver on commitments.

·        Demonstrates a strong commercial awareness.

·        Excellent interpersonal skills as well as good verbal, written and presentation skills.

·        Ability to multi-task and prioritise work.

·        Self motivated and able to work with minimum supervision.

·        Demonstrates a high level of planning & organisation skills on a daily basis.

·        Highly Customer Focused approach, demonstrating success through a ‘Voice of the Customer’ approach on a daily basis.

·        Highly self aware, recognising the impact of approach and behaviours on peers, direct reports, customers and other internal and external contacts.

·        Ability to handle two core job duties, Service Contract Customer Support Specialist as well as Service Contract Support Specialist when needed

·        Work the same time zone as supporting pole

·        Work 100% from Honeywell office (unless special WFH approval)

·        Daily demonstration of the Honeywell Behaviours

Language Requirements

·        Fluent in English 

Additional Information

• JOB ID: HRD212301
• Category: Customer Experience
• Location: 56 & 57 Hadapsar Industrial Estate,Pune,MAHARASHTRA,411013,India
• Nonexempt