Field Service Supervisor

Job description / Role

Company Overview:

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

Honeywell Building Solutions:

Honeywell Building Solutions installs, maintains and upgrades systems that keep workplaces and schools safe, comfortable and productive. Look to Honeywell to provide world-class solutions for all facilities operational needs, including Building Automation and Control, Emergency Communications, Fire and Life Safety Systems, HVAC Install, Maintenance and Retrofit, Integrated Energy Services and Integrated Security Solutions.

Position Summary

The purpose of this position is to perform and provide counsel on expert emergency, maintenance, testing, engineering, programming, designing, and start-up technical support across any type of electrical or mechanical equipment, systems and subsystems (including software where applicable) from simple to moderately complex in nature. Performs or provides counsel on diagnosing and repairing equipment and systems (both hardware and software) beyond the capability of other Service Engineers. Field Service Supervisor will provide technical training, coaching, and work direction to other Service engineers and technicians and subcontractors. Field Service Supervisor’s programming and engineering capabilities should also be superior and specific in nature to warrant the leadership level.

Responsibilities:

Reach objectives in terms of contract retention, billable hours, productivity, process compliance and margin

Ensure the team’s 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 customer’s satisfaction at acceptable levels, and resolves customer satisfaction issues
Reviews Voice Of 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

Ownership for service financial performance of the team. Monitors financial performance on a monthly basis and reviews available to spend versus actual 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 labor 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

Ensure Health and Safety Compliance at all times

Requirements

Degree or technical trade school diploma; four year degree in engineering or programming preferred.
More than 5 years experience servicing HVAC, Fire, Security or access entry and alarm systems.

Honeywell and Industry based advanced programming skills
Strong fault finding skills
Excellent Honeywell product knowledge
Team management experience
Financial management experience

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.