Mar 08, 2018

Customer Service Manager Job Opportunity - Honeywell

  • Honeywell International Inc.
  • Dubai - United Arab Emirates
Full time Customer Service and Call Center Jobs Engineering Jobs Management and Executive Jobs Aviation, Transportation & Logistics

Job Description

Job Title:  Customer Service Manager

Company Name: Honeywell

Location: Dubai, United Arab Emirates (UAE)


Job Summary: The Customer Service Manager will serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met. You will respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues. You will process orders including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies. You will act as a change agent and look for ways to improve Customer Care processes. Help Honeywell be the customer's top choice by delivering excellent customer care

Build up your business acumen while learning to address customer needs

Be part of the team that is solving complex problems for the customer


Key Duties and Responsibilities:

  • Establish a management operating system (MOS) utilizing (SFDC) with assigned BGA customers thru the use of service requests to their committed deadlines
  • Works closely with CBT leaders to ensure business policies, objectives, and strategies are achieved including managing communications with assigned customers
  • Facilitates and coordinates executive meetings between Honeywell and assigned customers, including hosting Sr. Leadership and Executive Reviews with assigned accounts.
  • Responsible for Customer Effort Survey, Net Promoter, AIN & ProPilot Survey scores and executing MOR, RAILs, and improvement plans to improve customer satisfaction and survey rankings, and addressing customer specific scorecard metrics.
  • Evaluates and administers Discretionary Customer Consideration Board (DCCB) actions within a timely manner. Seeks to provide continuous contractual, policy or other related business model changes to minimize escalations and economic considerations.
  • Coordinates and helps lead the EMEAI Global Customer Committee forums, RAILs, and Operating System with strong relationship alignment to GCC Board
  • Accountable to develop improvement initiatives to influence key metrics such as AOG Performance, OTTR, Short to Lead time Orders, Dispute Resolution, CSO (Holds resolution) and Aerospace Technical Support Responsiveness and Service & Support for assigned key accounts.
  • Leads and coordinate efforts on hosting Operator conferences within assigned region and key trade show events.
  • Develops and Leads matrixed teams /functional representation and ensures consistency in customer monthly operating system review (MOR) with key accounts, contact plans, communication, support for both commercial and technical services.
  • Educate, train and promote utilization of customer self-service tools such as key portal or other web based interface tools
  • Coordinate and lead Machine to Machine (M2M) deployment & sustainment


Qualifications, Skills and Experience: 

  • The applicant must hold a Bachelor’s degree in Business, Engineering or related field plus 7 years of relevant experience, or in lieu of degree
  • At least ten years of experience in Business, Customer Support, Engineering, Operations, Supply Chain and/or Program Management
  • Minimum 2 years of indirect leadership experience
  • Green Belt Certification is preferred
  • Customer facing experience preferred
  • Management skills with emphasis on Customer and Product Support related issues
  • Demonstrated strong bias for action and strong internal network
  • Experience using SFDC and creating dashboards
  • Use of projects plans, program management plans, and RAILs and use those tools as a normal course of work
  • Solid understanding of key C&PS Processes (SRD, CSB, VOC, SRs, EIS)
  • Technical product background in Avionics preferred. Knowledge in other mechanical systems such as, Propulsion, APU, bleed, ECS, or other mechanical products also valued.
  • Demonstrated knowledge of commercial business acumen including economic considerations, sales, negotiations skills
  • Ability to develop, build, sustain customer relationships, both internal and external
  • Ability to work in an independent fashion with limited guidance.
  • Ability to coordinate the support/logistics elements on assigned programs with internal/external customers/suppliers. Strong and proven team player.
  • Previous experience with field/customer support engineering, repair and overhaul, order management, ISC or project engineering is desired.
  • Previous experience in channel partner, authorized service center and dealer network customers is desired
  • Ability to solve problems and lead changes in Product Support processes to improve productivity.
  • Sound written and oral communication skills.
  • PC skills including Word, PowerPoint and Excel and data analytics
  • Demonstrated ability to provide team leadership to a multi-discipline team.

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