Customer Support Management Professional - #1209507

THE FUTURE IS WHAT WE MAKE IT.

Customer Support Management Professional

Changi, Singapore

Start 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:

· 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.

· Update and maintain the regional installed base list.

· 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.

· 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.

· 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.

· Notifies customers of any applicable LCM program, offerings and product notifications.

· Create leads and identifies threats within the installed for Key Account Managers by opening opportunities in the CRM.

· 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

· Work closely with Regional and Global Customer Support Managers to ensure global consistency across regions.

· Ensure that policies, practices, and procedures are followed.

· Respond to change productively and handle other duties as required.

· Actively participates in company and regional initiatives

· Follow all company safety policies and procedures.