Customer Support Management Professional

Honeywell; Markham; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Honeywell is seeking a Customer Support Management Professional in Markham. In this role, you will lead customer support operations, ensuring exceptional service and managing tasks like quoting and delivery. You will work in a hybrid model and contribute significantly to customer satisfaction and business growth.

Qualifications

• 3 years of work experience in a professional business environment.
• Bachelor's degree highly valued.
• Excellent computer skills, with proficiency in MS Office.

Responsibilities

• Drive SPOT growth through quoting, delivery, billing, and reporting.
• Support Field Service Professionals with proposal generation.
• Ensure documentation and customer details are accurate.

Skills

Communication

Customer Service

Project Management

Education

High School Diploma

Bachelor's Degree

Tools

MS Office

Salesforce

Job description

Customer Support Management Professional

As a Customer Support Management Professional here at Honeywell, you will provide strategic leadership and direction to the customer support function, ensuring 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 Centennial, CO location on a Hybrid work schedule (Hybrid 3:2 work week)

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 to drive 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.

TIMELINE

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.As a Customer Support Management Professional here at Honeywell, you will provide strategic leadership and direction to the customer support function, ensuring that our customers receive exceptional service and support throughout their journey with us.MUST HAVE:

• High School Diploma.

• 3 years of work experience in a professional business environment.

WE VALUE:

• Bachelor's degree highly valued.

• Excellent computer skills, including proficiency in MS Office (Word, Excel, and PowerPoint).

• 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.

• Previous customer service experience.

• Bachelor's degree or technical/professional certificate.

• Good presentation skills.

• Internal sales or account management experience.KEY RESPONSIBILITIES:

Spot Quoting

• Support Field Service Professionals (FSP), Field Service Supervisor's (FSS) 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 customer and follows up for feedback and their approval / order to proceed

SPOT Delivery

• Customer setup (if new) including verification of customer information in SAP/SMS

• Books RQ as needed (Ensures proper assigned to, customer name, scope, and PO is 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, verifies schedule for delivery, communicates schedule 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 SMS (tracking orders, scheduling delays, invoicing activity, etc.).

• For larger or quoted SPOT jobs, liaise with administration 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 SMS.

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.

• Sends invoices to customer 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 initiativesAbout Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Manufacturing

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