Company Summary
Honeywell Technologies is a Fortune 100 industrial technology company that makes a variety of commercial and consumer solutions, engineering services and aerospace systems for a wide variety of customers, from private consumers to major corporations and governments.
HONEYWELL CONNECTED ENTerPRISE (HCE)
We are building a smarter, safer and more sustainable world. That’s the power of Connected. That’s the power of Honeywell. Our company invents and manufactures technologies that address some of the most critical challenges around energy, safety, security, productivity and global urbanization.
We are uniquely positioned to blend physical products with software to support connected systems that improve buildings, factories, utilities and aircraft and that enable a safer, more comfortable and more productive world. Our solutions enhance the quality of life of people around the globe and create new markets and even new industries.
HONEYWELL CONNECTED INDUSTRIAL (HCI)
Honeywell Connected Industrial (HCI) Line of business is a leading provider of software offerings in the Process Industry which includes Oil and Gas, Refining, Petrochemicals, Paper, MMM industry. These offerings drive measurable business results for customers. The business is focused on outcome-based software solutions and engineering services, converting data into actions for the customer which enables greater reliability, safety and uptime & profitability. These solutions uniquely combine domain expertise and industry proven technology.
Global Engineering Services (GES)
Global Engineering Services is the key largescale engineering, productivity, new growth initiative and process standardization enabler for HPS and outside HPS. With the largest skilled engineering pool available to PAS, LSS, HCP and Cyber and ready to expand to other GBEs, GES helps win GMPs and executes them, does design, engineer and execute all the other PAS, LSS, HCI and Cyber projects based out of major engineering centers at India, China, Bucharest and Uzbekistan, helps all the LOBs to carry out engineering and process standardization to improve the engineering quality and productivity and also supports all the LOBs in supporting migrations and long-term service contracts.
GES-HCI BGP
GES-HCI BGP is a team of engineers supporting Global BGP Service Contracts. Honeywell has designed its Benefits Guardianship Program (BGP) program to allow its customers to gain maximum benefits from their investment in Honeywell products (HCI Products). Customers receive the support of software and domain experts as well as the latest software updates and new software releases, keeping applications up to date and available.
BGP provides a combination of telephone, email and web-based support and maintenance deliverables. In addition, BGP customers are entitled to free-of-charge updates or new releases of the software and documentation as they become available. BGP program aligns with Honeywell Global Service Management (GSM) practices.
THE OPPORTUNITY – hci Customer success manager (Europe)
Brief summary of position’s purpose or role – the primary objective of the role
Aftermarket Service Manager manages all existing customer contracts and creates new in the assigned region in a way that combines the customers’ goals with the business’ goals to form a cohesive, data-led, and customer-informed process.
The Aftermarket Service Manager is responsible for growth, improving customer satisfaction, recurring revenue, and engineering activities in the contracts related to migration & upgrades. Also actively drive spots services proactively to meet customer needs.
A close customer relationship to drive business partnerships that can drive growth and value both the customer and Honeywell
KEY success factors
- Recurring Revenue growth
- Customer satisfaction across the region
- Overall product usage
- Additional services of existing customers
- Additional new customers for growth
- Depth and breadth of usage
- Length of customer engagement
- Need for support
- Survey results, Product feedback
- Overall relationship
- Overall product usage
- Delivery of engineering services on time & above customer expectations
- Identify upsell/cross-sell and create new accounts.
YOU MUST HAVE
- B.E / B.Tech. (Chemical/Petrochemical/Instrumentation/Mechanical/Electronics/IT/CS) with a minimum of 10-15 years of overall professional experience
- Relevant experience in Aftermarket Services and Customer support. Customer Industry business driver knowledge that enables customer value discussions in our major industries of Oil Refining, O&G, LNG, Chemicals and Mining/Mineral Processing
- Awareness on Honeywell Connected Industrial (HCI) products and solutions preferred – Process Historian, Process Alarm Management, Advance process Controls, Operator training simulators, Operations Management Solutions, Blending and Movement Automation, Manufacturing Execution systems (MES), Visualization and reporting solutions, Asset performance Management solutions, Digital twins, Cloud based solutions
- Excellent customer interaction skills – the ability to interact with customers, understand and manage their expectations and build long term relationships
- Excellent and demonstrated business and finance acumen. Prior Project management experience, preferably proven handling key accounts with clear and demonstrable results.
- Ability to work with customers at a leader and manager level. Good administrative, multitasking, self-driven and time management skills
- Effective, honest communications capabilities. Excellent verbal and written communication skills in fluent English (other languages would be beneficial)
- Strong customer service orientation, Focus on continuous improvements. Ability to work as part of a cohesive geographically and culturally diverse team.