The role of the Service Operations Leader - Contract Focus within HPS LSS is to act as the key Honeywell operations contact for LSS contract Customers, as well as the internal Honeywell team, which includes: LSS, Sales, Leadership and other function support organizations. This role will have a primary responsibility for a number of assigned contracts. The key objectives are as follows:
- Drive Integral Consistency of Contract Management on assigned service contract agreements
- Improve LSS Contract performance in terms of Customer satisfaction, operational efficiency, financial health, service bank growth, and on-time renewal of service contracts.
**Primary responsibilities**:
- Understand our Customer base needs and identify growth opportunities to be passed to sales or pursued directly.
- Develop a clear understanding of assigned Customers, in particular with respect to their business drivers, historical and present issues, then identify Honeywell solutions to offer Customer.
- A total commitment to delivering world class Customer service.
- Develop and maintain good working relationships with key Customer personnel, as well as key personnel within relevant Honeywell teams, including administrators, engineering, sales, lead engineers, supply chain and leadership.
- Manage the day to day concerns of the Customer, including corrective actions, ensuring satisfactory completion for all parties. Properly identify and escalate non-contract issues to the appropriate field service or project entity.
- Ensure adherence to existing global quality processes as well as continuously developing and implementing improvements.
- Ensure enterprise system integrity such as correct account team assignment in SFDC.
- Ensure the assigned agreements are financially healthy, invoiced per the agreed schedule and with all collectables on time.
- Lead regular on-site review meetings for primary contracts.
- Responsible for managing the contract renewals process for all assigned contracts
- Manage the preparation and ongoing maintenance of Customer Site Portals as required.
- Assist in identifying and communicating cross-SBU/One Honeywell opportunities to the relevant SBU.
- Understand, comply with and promote Honeywell’s HSE culture.
- Through a trusted Customer relationship, identify and develop growth opportunities that can be pursued by the Sales Team.
- Become the first escalation point for Customer issues and sales support needs.
- Schedule and team with Lead Engineers to ensure field service engineers complete Customer entitlements that require human involvement.
- Provide accurate forecasting for all financial aspects of LSS Contracts.
- Present deliverables reports to Customer and to Honeywell Leadership as required.
**Principal Networks & Contact Links**
***Internal
- HSE
- Direct manager (Regional Service Operations Manager)
- Field Service Manager
- Field Service Specialists
- Lead Engineers
- Finance Team
- ISA Consultants
- Estimating
- Quality
- HPS Legal/Contract Review
- LSS Contracts Renewal Team
- Sales Account Managers and Leadership
External
- End User (Direct) Customers - Face to Face as required
**Supervisory Responsibilities**
Where assigned to specific programs / Customers, may lead a team of field service engineers in support of that specific Customer site or named Customer.
**Geographic Scope & Travel Requirements**
Typically assigned to a named number of Customers/contracts. Assignment could be based on a country/multiple countries, specific geography, or type of Customer.
Travel will be required to meet face to face with Customers as well as for internal Honeywell meetings.
**Key Performance Measures**
***- Customer Satisfaction
- Customer interactions and reports
- Pricing and contract base growth
- Renew Contracts before they expire
- Cash Flow
- Delivery of Contract Entitlements
- Compliance (Policy and Process)
- Data Accuracy
- Margin improvement
- Unbilled
**Education Required**
Bachelor’s Degree - Administrative or technical; OR 5 years Honeywell Process Solutions / LSS Experience.
**Work Experience Required**
***- 5 years of industry experience with process controls.
- 5 plus years of experience in Honeywell Distributed Control Systems.
- Proven client scope execution and contract negotiations experience.
- Track record of business and industry success.
- Experience working with Customers Face to Face.
**Technical Skills & Specific Knowledge**
***- Green Belt Training - Certification Desired.
- Proven Comprehensive Knowledge of LSS Product Portfolio.
Behavioural Competencies Required
- Able to forge strong business relationships and deliver on commitments.
- Ability to proactively develop Customer interest in LSS solutions.
- Demonstrate a strong commercial awareness.
- Excellent interpersonal skills as well as good verbal, written and presentation skills.
- Excellent Customer interaction and problem solving skills.
- Ability to multi-task and prioritise work.
- Self-motivated