As a Service Coordinator here at Honeywell Building Automation (BA), you will play a crucial role in ensuring the smooth and efficient coordination of service activities for our customers. You will be responsible for managing service requests, scheduling technicians, and maintaining effective communication with customers to ensure their satisfaction.
You will report directly to our Service Manager, and you'll work out of one of the continental US Honeywell locations on a hybrid work schedule. You must be located in Eastern or Central time zone.
In this role, you will have a direct impact on the overall customer experience by ensuring timely and accurate service delivery. Your attention to detail, strong organizational skills, and ability to multitask will be essential in managing service requests and coordinating resources effectively.
KEY RESPONSIBILITIES
-Daily Interactions directly with technicians to coordinate vehicle requirements, phones, uniforms, and training material
-Assist Field Service Supervisor with coordination of requirements needed for billing based on customer requirements
-Order supplies, tool, equipment for the technicians and others as needed
-Be familiar with Health and Safety procedures, and coordinate safety and mandatory training for technicians under direction from leadership
-Handle all aspects of answering the phone: clients, suppliers, technicians, while multi-tasking with other duties and responsibilities
-Ensure requirements are met for onboarding and offboarding employees
-Coordinate activities required for fleet management – including ensuring employee reporting, disposition of vehicles, and understanding requirements for requisitions and returns
-Work with central team to ensure business licenses and documentation are maintained
-Assist customers with processing of purchase orders, invoice disputes, surveys, and use of online portals
-Required to work daily within online systems such as SMS, Titan, SharePoint, and the SAP environment
-Management and Leadership - Reach objectives in terms of contract retention, billable hours, productivity, process compliance and margin
-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 - Monitors financial performance on a regular basis and reviews available to spend versus actuals for different contracts. Continuously improve service operational metrics
-SMS & Productivity - Ensures the availability of tools, equipment, and materials required while maintaining and controlling efficient use of SMS. 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 through efficient tracking, documentation and renewals
-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
-Supports the delivery of the Annual Operating Plan through monitoring of contract financial performance and review of contract performance
-SMS Power User and Training of Employees
Support all AOP Financial Goals
Support Service Bank Growth plan
Improve Net Promoter Score (NPS)
Support compliance with HON policies and procedures and statutory requirements
US REQUIREMENT
Candidates must be a US Citizen due to contractual requirements.
BENEFITS OF WORKING FOR HONEYWELL
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
YOU MUST HAVE:
- 3 to 6 years of experience in an Administrative or Customer Service role handling multiple disciplines of duties and responsibilities
-Strong Financial acumen (accounting, finance, working capital)
-Experience in project administration
-Demonstrated ability of exceptional organizational skills and the ability to multi-task-Customer Service Skills – including ability to directly interface with customers when needed-Strong and proficient computer skills – Microsoft Office, Excel, Outlook
WE VALUE:
-Team player with ability to work independently-Experience with SAP, Salesforce, SMS, Excel, PowerBI, or other systems-Strong communication ability and proven track record of providing excellent customer service
ABOUT HONEYWELL
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally.
THE BUSINESS UNIT
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally.
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.
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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, religion, or veteran status.