Duties include developing skills, information, and management discipline necessary to deliver services in a timely manner at planned gross margins, leveraging Business Unit's tools, processes, and best practices. Role responsibilities include the Field Service Engineer performing work on contracts and service projects to meet the team's financial and productivity metrics.
Management: Reach objectives in terms of contract retention, billable hours, productivity, process compliance, and margin.
Ensure delivery of agreed services on time, within scope, and within budget.
Customer Satisfaction: Maintain customer's satisfaction at acceptable levels and resolve customer satisfaction issues.
Review VOC feedback and take 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.
Cost Control & Productivity: Ensure the availability of tools, equipment, and materials required while maintaining and controlling inventory levels.
Actively support the implementation and compliance of productivity enhancing processes related to service delivery, taking ownership to implement these in his or her own scope of responsibility.
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.
Resource Planning: Ensure service contracts, additional works, and small service projects are resourced properly.
Develop relationships with local subcontractors to ensure adequate pools of subcontractor resources are available.
Health, Safety, and Statutory Compliance: Ensure a 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 handheld tool and all work orders and dispatching are delivered through the Service Management System.
Experience, Education / Qualifications and Knowledge: Minimum associated degree, technical trade school or diploma, or +3 years of equivalent work experience.
Expertise in communicating, negotiating, and implementing processes.
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