Field Service Supervisor

Job description / Role

- Reach objectives in terms of contract retention, billable hours, productivity, process compliance and margin
- Ensure the teams delivery of agreed services on time, within scope, and within budget
- Lead team of direct reports in a common direction. Organizing and leading frequent meetings with the direct reports focusing on performance metrics, customer satisfaction, profitability and process compliance
- Maintains customers satisfaction at acceptable levels, and resolves customer satisfaction issues
- Reviews VOC 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
- Ownership for service financial performance of the team. Monitors financial performance on a monthly basis and reviews available to spend versus actuals for different contracts. Continuously improve service operational metrics
- Ensures the availability of tools, equipment, and materials required while maintaining and controlling inventory levels
- 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 HBS Global and EMEAI 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
- Responsible for ensuring contract escalation and renewal opportunities are maximized against plan and that cancellations are controlled at plan level
- Participate in estimate review process prior to jobs or contracts being quoted to ensure labour estimates are correct and that the work is achievable from a technical perspective. Ensure that subcontracts, where applicable, are complete and documented
- Participate in risk review (per Honeywell policy)
- Ensures service contracts, additional works and small service projects are resourced properly
- Develops relationships with local subcontractors to ensure an adequate pool of subcontractor resources are available
- Manages selection and oversight of subcontractors for different jobs in conjunction, where appropriate, with supply team
- Manage the performance management process, conducting performance appraisals, and providing coaching, training, career planning, development, salary administration and reward and recognition for service team personnel with support from the HR function
- 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 so as to benefit and grow the District as a whole
- Actively discourage silo mentalities and attitudes
- Be the change management leader for team and aggressively implement agreed to initiatives
- Ensure 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 hand held tool and all work orders and dispatching is delivered through the Service Management System and GCCC

Requirements

- Bachelor Degree or Diploma
- 5 plus years of related support services experience in Honeywell or a related industry
- Thorough knowledge of service field operations and financial processes

Skills:
- Expertise in communicating, negotiation and implementing process
- Financial Skills - The ability to understand financial data at contract level and identify appropriate actions indicated by variances to ensure key metrics are achieved
- Operational Analysis - The ability to obtain relevant information on operational issues from multiple sources, think broadly about those issues and recognize trends/possible cause-effect relationships
- Decision Making - The ability to make considered and effective decisions and take clear action to address issues
- Execution - The ability to mobilize resources and develop and implement action plans / control mechanisms to achieve desired results and deliver on commitments
- Risk Management - The ability to understand the implications and assess the appropriate degree of acceptable risk and take actions to minimize risk
- Customer Relationship Management - The ability to build and maintain effective relationships with customers based on trust and mutual understanding
- Change Leader - The ability to embrace change and guide the team through periods of change in a positive and proactive way
- Delegation - The ability to achieve results through the transfer of decision making authority and task accountability to appropriate direct reports setting clear time scales and deliverables and providing ongoing appropriate support and feedback
- Coaching and Developing Others - The ability to enhance the performance of individuals and teams through setting challenging performance standards, providing constructive feedback on performance and collaboratively discussing improvement strategies
- Influencing/Persuasion - The ability to gain other peoples buy in to a course of action by communicating ideas with conviction, selling the benefits of the proposal and using compelling logic
- Communication - The ability to engage employees by providing relevant information in a timely manner using clear and compelling messages and by listening to and valuing input from employees
- Drive for Results - The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking

About the Company

Honeywell (NYSE: HON) is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global megatrends such as safety, security, and energy. With approximately 122,000 employees worldwide, including 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.