Honeywell sedang mencari pekerja sebagai Senior Customer Support Management Professional (Aftermarket Service Manager) di Wilayah Persekutuan Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia | LinkedIn (2024)

Join the industry leader to design the next generation of breakthroughs

The Future Is What We Make It.Senior Customer Support Management Professional (Aftermarket Service Manager)Kuala Lumpur, MalaysiaStart your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.

Make the Best You.Working at Honeywell is not just creating incredible things. You will have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers.

Join Us and Make an Impact. The Aftermarket Service Manager at Honeywell plays a pivotal role in aligning customer goals with business objectives to create a synergistic, data-driven, and customer-centric approach. This role is critical in enhancing customer satisfaction, increasing net recurring revenue, and overseeing engineering activities related to contracts, repairs, migrations, and upgrades. By fostering strong relationships with assigned accounts, the manager transforms these into strategic partnerships that drive mutual value for the customer and Honeywell.

Key Responsibilities

• Customer Relationship Management: Develop strong, enduring relationships with customers through continuous communication and by providing tailored solutions to their unique needs.
• Brand and Product Advocacy: Act as an ambassador for the company, its products, and the industry, educating customers on the capabilities and benefits of Honeywell's solutions.
• Customer Journey Optimization: Create and implement a customized, data-led customer journey model, ensuring alignment across all internal stakeholders.
• Strategic Collaboration: Work closely with the sales and marketing teams to develop and refine upselling and cross-selling strategies.
• Performance Reviews: Conduct regular customer business reviews (weekly, quarterly, annual) to ensure product optimization, proactive issue resolution, and achievement of customer goals.
• Risk Management: Proactively manage and mitigate risks to customer satisfaction, preventing potential dissatisfaction or loss of business and enhancing customer retention.
• Internal Collaboration: Provide valuable customer insights to internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering, to inform and improve Honeywell’s offerings and strategies.

Key Success Factors

• Customer Health Metrics: Track overall product usage, engagement length, support needs, survey results, product feedback, and community involvement to gauge customer health across assigned accounts.
• Revenue Growth: Achieve growth in net recurring revenue by effectively delivering engineering services and identifying opportunities for upsells and cross-sells within assigned accounts.
• Service Excellence: Ensure timely and exceptional delivery of engineering services, exceeding customer expectations.

Key Experience & Capabilities

• Education: Degree in IT, engineering, or a related field is essential. An MBA or postgraduate qualifications in a related discipline are preferred.
• Experience: Essential to have relevant aftermarket service experience, particularly in industries like Oil Refining, O&G, LNG, Chemicals, and Mining/Mineral Processing. A profound understanding of regional customer dynamics and culture is crucial.
• Professional Skills: Must possess excellent communication skills, capable of engaging C-level executives and advancing business relationships. Should be self-motivated, able to handle pressure, committed to safety, and proficient in developing strategic customer relationships.

Must-Have Skills

• Strong leadership and influence skills
• Advanced customer interaction and relationship management skills
• In-depth knowledge of industry-specific business drivers

Good-to-Have Skills

• Experience in strategic sales planning and execution
• Technical expertise related to Honeywell’s product lines
• Multilingual abilities to bridge cultural and linguistic gaps in diverse regions

WE VALUE

• Experience in the Honeywell product line or similar industry.
• Technical certifications or advanced training in relevant fields.
• Experience with CRM and service management software.

About UsThe world is changing. And it’s a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We’re building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.

Discover More We’ve been innovating for more than 100 years and now we’re creating what’s next. There’s a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/

If you believe what happens tomorrow is determined by what we do today, you’ll love working at Honeywell.

The future is what we make it. So join us and let’s do this together.

Honeywell is an equal opportunity employer, and we support a diverse workforce. 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.

Copyright © 2023 Honeywell International Inc

Additional Information

• JOB ID: HRD227513
• Category: Customer Experience
• Location: UOA Corporate Tower, Avenue 10, The Vertical,,Bangsar South City, No. 8, Jalan Kerinchi,Kuala Lumpur,WILAYAH PERSEKUTUAN,59200,Malaysia
• Exempt