Field Service Supervisor - Olathe, KS
Join a team recognized for leadership, innovation and diversity.
As a global company, Honeywell designs and manufactures technologies toaddress some of the worlds toughest challenges linked to global macrotrends, such as energy efficiency, clean energy generation, safety andsecurity, globalization and customer productivity. At Honeywell BuildingSolutions (HBS), we address these challenges specifically within thebuilding environment. Our focus is installing, integrating and maintainingthe systems that keep your facility safe, secure, comfortable, productiveand energy efficient.
Honeywell seeks a Senior Field Service Supervisor that can uniquely couple strategicthinking and execution. This leader will be efficient at building highlyproductive teams, have motivating leadership skills and will ultimately drivesales and profitable growth of the service business. This successful candidatewill report to the area Service Business Leader. The FSS is responsible forcustomer relationship management, developing additional sales opportunities,managing personnel (technical resource managers, service technicians andfitters). The key metrics this role is accountable for include Orders, Revenue,Profit, the day-to-day Service Operations Service Agreement Contracts andCustomer Satisfaction. The FSS must be able to work in a fast-paced environmentwhile still being held accountable for the overall financial P&L results.
Area of Responsibility Key Activities/Elements
Management and Leadership - Business development driving acquisition of newsales opportunities along with market penetration. Reach objectives in terms ofcontract retention, billable hours, productivity, process compliance andmargin. Ensure the teams delivery of agreed services on time, withinscope, and within budget. Lead team of direct reports in a commondirection. Organizing and leading frequent meetings with the direct reportsfocusing on performance metrics, customer satisfaction, profitability andprocess compliance.
Customer Satisfaction - Maintains customers satisfaction at high levels andresolves customer satisfaction issues. Reviews customer feedback and takesappropriate proactive actions. Enhance customer satisfaction and comfortby identifying system upgrade opportunities, spot service needs, maintenancecontract additions and other sales leads, individually and with his/herassigned team.
Finance - Ownership for service financial performance of the team. Monitorsfinancial performance on a regular basis and reviews available to spend versusactuals for different contracts. Continuously improve service operationalmetrics.
Cost Control & Productivity - Ensures the availability of tools, equipment,and materials required while maintaining and controlling inventory levels.Actively supports the implementation and compliance of productivity enhancingprocesses related to service delivery, taking ownership to implant these in hisor her own scope of responsibility. Lead and manage service team in theeffective adoption, implementation and compliance with policies, processes,procedures, service tools and business best practices. Set and implementstandards (quality processes, service manuals, hour reporting) and ensure thatthe service team delivers to performance expectations.
Contract Renewal - Responsible for ensuring contract escalation and renewalopportunities are maximized against plan and that cancellations are controlledat plan level.
Estimate and Risk Reviews - Participate in estimate review process prior tojobs or contracts being quoted to ensure labor estimates are correct and thatthe work is achievable from a technical perspective. Ensure that subcontracts,where applicable, are complete and documented. Participate in risk review (perHoneywell policy) as required.
Resource Planning - Ensures service contracts, additional works and smallservice projects are resourced properly. Develops relationships with localsubcontractors to ensure an adequate pool of subcontractor resources areavailable. Manages selection and oversight of subcontractors for differentjobs in conjunction, where appropriate, with supply team.
Performance Management - Manage the performance management process, conductingperformance appraisals, and providing coaching, training, career planning,development, salary administration and reward and recognition for service teampersonnel with support from the HR function.
Team Building - Build effect teams committed to organizational goals, fostercollaboration among team members and between teams. Develop excellentrelationships with other Field Service Supervisors in the District to benefitand grow the District.
Change Management - Be the change management leader for a team and aggressivelyimplement agreed to initiatives.
Health, Safety and Statutory Compliance - Ensure safe and healthy workenvironment through effective communication, training, equipment/vehiclemaintenance and facilities improvement. Where applicable, ensure fire andsecurity industry codes and standards are upheld. Ensure local statutoryrequirements are upheld. Follow the Honeywell SOPs and ensure the teamadheres to these emphasizing every service technician utilizes the servicehandheld tool and all work orders and service appointment dispatching isdelivered through the Service Management System.
Deliver the Annual Operating Plan with accurate monthly, quarterly and annualfinancial estimates and results. Monitor financial performance and reviewestimates versus actuals to continuously improve the Service operationalmetrics.
- Achieve all AOP Financial Goals
- Achieve Service Bank Growth
- Achieve Working Capital Targets
- Drive compliance with Honeywell policies and procedures and statutory requirements
- Connected Building Growth - existing base opportunity vs. actual migration
- Facilitate continuous improvement in Health & Safety of employees and sub-contractors
- Ensure employees are developed and that there is talent for succession to develop future managers
You Must Have- High school diploma or equivalent
- 5 or more years leadership experience managing a team in a service-oriented industry
- Ability to manage a substantial amount of customer accounts
- Independent and self-motivated
- Excellent customer service skills
- Excellent communication skills both oral and written
- Strong time management skills
We Value
- Associates, bachelors or masters degree
- 5 or more years in a technology-specific industry with disciplines such as Building Automation, Networking, HVAC, Fire
- Alarm, Security
- Ability to learn new technologies and product offerings
- Project management experience
- Proficiency with Microsoft Office Suite and SAP
- Previous experience with a service management system
- Collaboration with sales, estimating, engineering, project delivery team including PMs and technicians
