Sr Cust Supp Mgt Professional

Customer Engagement

• Develop strong trust relationships with key customer contacts.

• Work with Contract Managers to plan and schedule labour resources to meet the needs of

customers aligned to their contract entitlements.

• As needed, directly contact customers to schedule FSS contract or SPOT activities to ensure

customer availability.

• Understand the Customer base, identify FSS skills gaps and drive competencies to support

future needs.

• Provide exceptional support to customers and resolve any issues or concerns.

Operational

• Drive and monitor Honeywell HSE culture and ensure compliance with safety and

environmental regulations, track and monitor SOS metrices.

• Ensure that all HSE requirements for customer sites are thoroughly documented, regularly

updated, and communicated to stakeholders prior to any FSS site visit.

• Ensure operational excellence and adherence to quality standards as per Honeywell

Accelerator AMS GDM.

• Ensure that FSS service visit reports are attached to all Work Orders to comply with

Honeywell Accelerator AMS GDM, reduce disputes and support reduction in Short Cycle Past

Dues.

Process Solutions

• Work with cross-functional teams to achieve business objectives.

• Monitor and analyze performance metrics to identify areas for operational improvement.

• Drive continuous improvement initiatives to enhance operational efficiency.

• Ensure Installed Base Audits are planned and completed on schedule.

• Develop a strong network across the territory and HPS business teams to guarantee customer

delivery satisfaction.

Work Force Planning

• Optimize resource allocation and drive productivity.

• Ensure FSS time entry, billability and overtime meet business targets.

• Ensure effective work execution, planning, and competency of the teams in their territory.

• Manage the relationship with GES and COEs for outsourcing packaged work.

• Work with labour resource pools such as GES, Contractors and other LOBs to support field

activities ensuring compliance to local laws, HSE compliance and correct documentation as

required.

• Ensure correct visas for foreign workers in partnership with FSM and GMS.

• Ensure that compliance measures are established prior to travel, addressing all GMS aspects,

including Immigration, Tax, and Social Security.

• Ensure labor SIOP reporting and planning is maintained to optimize labor resourcing including

driving the quarterly SIOP MOS for your area of responsibility.

• Ensure Work Execution planning is completed to understand the resource and skill

requirements.

Training and Development

• Ensure all FSS in their territory are fully trained and understand business drivers and tools

required to fulfill their role.

• Identify FSS skills gaps and drive competencies to support future needs.

• Ensure the scheduling and completion of training plans for technical (CEAT) and soft skills,

new products, quality and mandatory HSE Training for all FSSs and TECPros if applicable

across their territory.

• Monitor and alert FSSs of expiring CEAT Certifications and proactively drive recertifications.

• Manage and support the rollout of processes, training, tools, and initiatives, including

productivity and its tracking.

YOU MUST HAVE

• Min. 15 years of experience in Field Service & Support/Project Engineering or related roles.
• Experience in Process Automation Industry.
• Experience to work in highly matrix, fast-paced and changing environment.
• Proven ability to collaborate with teams across the businesses / functions to deliver results.
• Command on Korean and English languages and effective communication skills.

WE VALUE

• Engineering degree in Instrumentation & Control, Electronics or equivalent.
• Last 5 years working in Customer Service Management / Project Management.
• Professional Skill & Knowledge Areas - Customer Satisfaction, Customer Experience, Operations Efficiency, Organizational Process Alignment, Change Management Planning, Team Management, Operations Support, Results.