North America Remote Services Leader (Finance)
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We help building owners and occupants ensure their facilities are safe, comfortable, and sustainable. Our products and technologies are installed in more than 150 million homes and 10 million buildings worldwide.
Are you ready to help us make the future?
Honeywell is hiring a North America Remote Services Leader to join our Honeywell Building Automation (BA) team in Independence, OH. This role will work on a hybrid work schedule (3 days in office, 2 remote) with the expectation that some weeks will require more time in the office.
This role is to lead one of our 4 main global remote hubs, delivering services to HBS customers worldwide, whilst expanding our services into customers of the Building Automation product businesses, and our Multisite customers. You will lead a team of skilled remote service technicians based in North America. It will be your responsibility to ensure that key business goals are met as we accelerate the migration to a new hybrid model of delivering services for our customers.
Drive productivity initiatives that will strengthen the engineering community, forming working relationships with field engineering, product offering, tech support & engineering teams. You will develop broad understanding of customer needs. You will support the knowledge-sharing mindset, methodology, and tools. You will help develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication.YOU MUST HAVE:
- 5+ years of managing high performing team in a similar discipline
- 5+ years of experience working directly with customers
- Experience working in a field environment
- Hands on experience with building management systems
- Experienced in a technical discipline, preferably one of the following:
- Certification for Mechanical, Electronic, BMS or Electrical (or at least working towards these certifications/qualifications)
- Demonstrate a level of understanding of typical HVAC and mechanical plant operations (i.e. an understanding of Boilers, Chillers, VT & CT circuits, AHU's, Packaged Roof Top Units, etc.)
- Good interpersonal and verbal/written communication skills
- Effective communicator with a flexible approach to teamwork
- Knowledge of the principles, associated with building management systems (ideally in plant and energy capacities/environments)
WE VALUE:
- Knowledge and/or experience of Honeywell Building Management Control Systems
- Experience and technical knowledge of the Tridium Niagara software (AX/N4)
- Knowledge of Integration method and system protocols (BACnet, Modbus, Lon, etc.)
- Bachelor's Degree in HVAC, Electronics, Mechanical, Management, Computer Science or a Technology related discipline
- Significant Customer Service Experience
- Demonstrated experience with Knowledge Management & Call Center Management
- Strong continuous improvement mindset, strong leadership impact
- Full responsibility for the Business Performance of North America HBOC
- Partner with HBS business leadership in Australia, Europe and North America to build demand and remote service workload increase across main countries
- Ensure consistent remote services operating procedures delivered
- Partner with product business leadership in Europe and North America to enable new remote services for product business customers
- Deliver productivity benefit and margin expansion targets as monthly P&L report for North America HBOC
- Engage with Demand Generation Team to provide workload for the team through new offerings to the HBT product businesses
- Engage with Field Service Leaders to achieve mutual service targets on workload migration
- Day to Day Management of 24/7 Remote Engineering Team
- Coordinate with Global Team Leaders on global service delivery for Connected Contracts
- Own contract compliance of regional contracts and performance reporting
- Monitoring and Measure Key Performance Indicators of the Regional Team (e.g., Break Fix, PM etc.)
- Drive and develop continuous process improvement culture within the Team
- Maintain 95% Billability of Direct Resources
- Report on Performance & Billability and validate regional data on Global Metrics Dashboard
- Manage data effectively from the Service Management Systems (SMS) to ensure financial goals and targets are met
- Be a change agent - influence, consult, and lead efforts for sharing and standardizing of best practices and processes
- Provide escalation for remote technical assistance for Honeywell contracted customers & Connected Sites
- Manage customer requests who have varying levels of expertise
- Represent technical issues form both Field Service and Customers sites at the appropriate technical forums.
- Driving energy savings through applying BMS expertise.
- Liaise with Service Account Handlers to resolve customer queries
- Ensure the achievement of all team / individual targets and KPI's
- Work closely with Technical Support Team & Engineering Teams on Product Issues
- Contribute to the design and development of new onsite and remote technical services, which address the customer's intelligent building needs
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.
