Customer Support Management Professional

Honeywell International • Centennial, CO

284d • $58,000 - $74,000 • Hybrid

About The Position

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.

Requirements

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

Nice To Haves

• 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.
• Good presentation skills.
• Internal sales or account management experience.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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 initiatives.

Benefits

• Employer subsidized Medical, Dental, Vision, and Life Insurance.
• Short-Term and Long-Term Disability.
• 401(k) match.
• Flexible Spending Accounts.
• Health Savings Accounts.
• EAP and Educational Assistance.
• Parental Leave.
• Paid Time Off (for vacation, personal business, sick time, and parental leave).
• 12 Paid Holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: High school or GED