Job Description

Driving Infinite Possibilities Within A Diversified, Global OrganizationTHE FUTURE IS WHAT WE MAKE IT.Customer Support Management ProfessionalChangi, SingaporeStart your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.Make the Best You.Working at Honeywell is not just creating incredible things. You will have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers.Join Us and Make an Impact.The Customer Support Manager (CSM) will foster the lifecycle management of CCC products/services for the region. Campaigns and initiatives will be targeted to proactively grow LCM and to provide outstanding support to our customers. In addition, the CSM (Customer Support Manager) is responsible for managing customer relationships, understanding the competition and to continuously improving the LCM processes and tools.Customer Support Managers are the primary connectivity point with existing customers when it comes to ensuring customer satisfaction, quoting, processing, and winning non-project orders, executing and winning LCM campaigns, and generating leads for key Account Managers. The CSM is also the primary point of contact for existing customers who are not covered by key Account Managers. CSMs maintain connectivity with customers for the entire lifecycle of the product or service we deliver. They provide both reactive and proactive support on all Brownfield accounts.Key Responsibilities:\xc2\xb7 Establish and maintain contact (by phone calls and face to face meetings) with existing customers to generate aftermarket leads and promote the sales of aftermarket products and services.\xc2\xb7 Update and maintain the regional installed base list.\xc2\xb7 Prepare Lifecycle Management (LCM) proposals concerning the following scope of supply: HMI upgrades, aftermarket modifications, engineering services, service contracts, consultancy services, call-out services, training (all forms) and spare parts. Enter parts and service orders in ERP systems of record.\xc2\xb7 Update and maintain the CRM system and customer information (contact name and title, assets at sites, status of service contracts, past services and issues, past spare orders and repairs, next outage and scheduled visit, current open opportunities, etc.) to obtain a 360-degree view of our customers, understand their needs and quickly respond to these needs to create a unique customer experience.\xc2\xb7 Provide premium support to our installed base by opening customer support tickets, assigning resources to the resolution of the issue with the help of Field Coordinators, Project Execution and other applicable resources (i.e. R&D, etc) and follows up with the customer after issue resolution and ticket closure.\xc2\xb7 Notifies customers of any applicable LCM program, offerings and product notifications.\xc2\xb7 Create leads and identifies threats within the installed for Key Account Managers by opening opportunities in the CRM.\xc2\xb7 Update and maintain the CRM system with customer information (contact name and title), assets at sites (CCC and non-CCC), status of service contracts, past services and issues, past spare orders and repairs, next outage and scheduled visit, current open opportunities, and provide a 360-degree view of our customers facilities and needs\xc2\xb7 Work closely with Regional and Global Customer Support Managers to ensure global consistency across regions.\xc2\xb7 Ensure that policies, practices, and procedures are followed.\xc2\xb7 Respond to change productively and handle other duties as required.\xc2\xb7 Actively participates in company and regional initiatives\xc2\xb7 Follow all company safety policies and procedures.Key Experience & Capabilities:

• University degree in Engineering required.

• 3+ years prior technical sales and customer service experience or proposal support experience
• Experience in successful account sales in local geographical territory required.
• Experience with quote preparation and the utilization of ERP/CRM.
• Business and Commercial acumen.
• Proficient writing ability with emphasis on consultative selling approach.
• Strong organizational skills, attention to detail, solid critical thinking skills, experience working with contracts and sales proposal support.
• Prior experience with CCC product and processes highly desirable.
• Proven ability to be proactive in customer engagement with a high sense of urgency.
• Ability to read, speak, and write in English required.
• Ability to utilize customer process applications, central technology, Hardware/ Product knowledge, and application engineering.
• Ability to conduct high level sales demonstrations and presentations.
• Ability to assess and utilize AE processes and quality and sales methodologies.

We Value:

• Profound technical experience and knowledge in the field.
• Familiarity with networking concepts, protocols, and diagnostic tools.
• A proven track record of motivating and influencing diverse project teams towards success.
• Experience in delivering effective customer-focused training.
• Competence in programming, database management, and cross-platform environments.
• Ability to perform statistical analysis to interpret trends and inform strategies.

About UsThe world is changing. And it\'s a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We\'re building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.Discover MoreWe\'ve been innovating for more than 100 years and now we\'re creating what\'s next. There\'s a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/If you believe what happens tomorrow is determined by what we do today, you\'ll love working at Honeywell.The future is what we make it. So join us and let\'s do this together.Honeywell is an equal opportunity employer, and we support a diverse workforce. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.Copyright \xc2\xa9 2023 Honeywell International IncAdditional Information

• Category: Sales
• Location: 17 Changi Business Park Central 1, U01-01/09, #02-01/09, #03-01/09, #04-01/09 & #05-01/05, Singapore, SINGAPORE 486073 SGP
• Exempt

Customer Experience (GLOBAL)

Honeywell