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Honeywell seeks a Sr. Field Service Supervisor that can uniquely couple strategic thinking and execution. This leader will be an expert at building highly productive teams, have motivating leadership skills and will ultimately drive sales and profitable growth of the service business. This successful candidate will report to the territory Service Business Leader. The Sr. FSS is responsible for customer relationship management, developing additional sales opportunities, managing personnel (service technicians and fitters). The key metrics this role is accountable for include Orders, Revenue, Profit, the day to day Service Operations Service Agreement Contracts and Customer Satisfaction. The Sr. FSS must be able to work in a fast-paced environment while still being held accountable for the overall financial P&L results.
Area of Responsibility Key Activities/Elements
Management and Leadership - Business development driving acquisition of new sales opportunities. Reach objectives in terms of contract retention, billable hours, productivity, process compliance and margin. Ensure the team’s delivery of agreed services on time, within scope, and within budget. Lead team of direct reports in a common direction. Organizing and leading frequent meetings with the direct reports focusing on performance metrics, customer satisfaction, profitability and process compliance.
Customer Satisfaction - Maintains customer’s satisfaction at acceptable levels, and resolves customer satisfaction issues. Reviews customer feedback and takes appropriate proactive actions. Enhance customer satisfaction and comfort by identifying system upgrade opportunities, spot service needs, maintenance contract additions and other sales leads, individually and with his/her assigned team.
Finance - Ownership for service financial performance of the team. Monitors financial performance on a regular basis and reviews available to spend versus actuals for different contracts. Continuously improve service operational metrics.
Cost Control & Productivity - Ensures the availability of tools, equipment, and materials required while maintaining and controlling inventory levels. Actively supports the implementation and compliance of productivity enhancing processes related to service delivery, taking ownership to implant these in his or her own scope of responsibility. Lead and manage service team in the effective adoption, implementation and compliance with policies, processes, procedures, service tools and business best practices. Set and implement standards (quality processes, service manuals, hour reporting) and ensure that the service team delivers to performance expectations.
Contract Renewal - Responsible for ensuring contract escalation and renewal opportunities are maximized against plan and that cancellations are controlled at plan level.
Estimate and Risk Reviews - Participate in estimate review process prior to jobs or contracts being quoted to ensure labor estimates are correct and that the work is achievable from a technical perspective. Ensure that subcontracts, where applicable, are complete and documented. Participate in risk review (per Honeywell policy) as required.
Resource Planning - Ensures service contracts, additional works and small service projects are resourced properly. Develops relationships with local subcontractors to ensure an adequate pool of subcontractor resources are available. Manages selection and oversight of subcontractors for different jobs in conjunction, where appropriate, with supply team.
Performance Management - Manage the performance management process, conducting performance appraisals, and providing coaching, training, career planning, development, salary administration and reward and recognition for service team personnel with support from the HR function.
Team Building - Build effect teams committed to organizational goals, foster collaboration among team members and between teams. Develop excellent relationships with other Field Service Supervisors in the District to benefit and grow the District.
Change Management - Be the change management leader for team and aggressively implement agreed to initiatives.
Health, Safety and statutory compliance - Ensure safe and healthy work environment through effective communication, training, equipment/vehicle maintenance and facilities improvement. Where applicable, ensure fire and security industry codes and standards are upheld. Ensure local statutory requirements are upheld. Follow the Honeywell SOPs and ensure the team adheres to these emphasizing every service technician utilizes the service hand held tool and all work orders and dispatching is delivered through the Service Management System
20 Supervise team activities and performance
20 Collect and report performance metrics
20 Develop team and team members
20 Identify opportunities for process improvement
20 Assign and supervise project work
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Honeywell is an equal opportunity employer. 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, or veteran status.
Honeywell is an equal opportunity employer. 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.
For more information on applicable equal employment regulations, refer to the EEO is the Law poster .
Please refer to the EEO is the Law Supplement Poster & the Pay Transparency Policy .
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