- Act as the primary interface between customer project contacts and Honeywell service delivery teams.
- Collaborate with:
- Sales team to identify and establish customer programs.
- TIQ offering manager to align on service offerings.
- Thermal Solutions Engineering Program Management to ensure a standardized and scalable fulfillment process.
- Support the technical delivery of service programs powered by TIQ.
- Assist in developing capabilities and skills within the service fulfillment team.
- Drive customer centricity and contribute to the commercial success of digital service offerings.
Role & responsibilities
- Oversees the development and implementation of detailed technology solutions for clients using company products, outsourced solutions or proprietary tools/techniques.
- Responsible for defining the client needs, developing a proposal to meet those needs, as well as overseeing the implementation of the complete project solution.
- Performs in both a people management capacity and a technical leadership capacity.
- Performance is typically measured by the capture of the consulting engagement and/or utilization (i.e., billable hours for the department) or performance against budget.
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
- Manages operational and product performance per customer expectations and contract.
- Drives program execution to meet desired performance as measured by defined customer service metrics and/or customer survey results.
- Develops and executes corrective action plans where performance is deficient.
- Leads cross functional program teams to achieve customer service-related objectives for new product introduction and field product related issues.
- Lead and facilitate the cross-functional process to review TIQ-based pursuit reviews.
- Institute a strong bias towards speed of development, qualification, and release to meet aggressive growth targets for service offerings.
- Establish a global service provisioning team with a culture of open collaboration, communication, and inclusivity.
- Ensure on-time, on-budget, and on-quality delivery of approved service projects/programs.
- Identify, protect, and develop critical TIQ and software-based customer service knowledge, capabilities, and provisioning across the global Thermal Solutions organization.
- Manage the program team to stay ahead of technical and commercial risks on customer service projects, including coordination of risk reviews and formulating potential solutions.
- Work closely with sales, offering management, development operations, technical/application service team, and the R&D team to regularly track customer service program progress and drive corrective actions as necessary.
- Drive continuous improvement projects and design standards for TIQ-based services to improve service performance, quality, operations, and service assurance yields, reliability, and safety.
- Travel 20% of the time.
Preferred candidate profile
- Bachelors degree in engineering or IT-related field.
- 5+ years of IT or software project management experience, preferably with industrial software and/or IIoT-service solutions.
- Education in business accounting and/or sales experience (Sales or Service Engineer).
- First leadership experience in an international, highly matrix organization (team or project).
- PMI PMP certification is a plus.
