Customer Support Management Professional – Service Operations

Lachine, QC, Canada and 1 more (Hybrid)

Job Description

As a Customer Support Management Qualified here at Honeywell, you will ensure that our customers receive exceptional service and support throughout their journey with us.

You will report directly to our Sr Customer Support Management Supervisor, and you’ll work out of our Lachine, QC or Burnaby, BC locations on a hybrid work schedule.

In this role, you will have a significant impact on our business. By effectively managing customer support operations at a senior level, you will contribute to customer satisfaction, loyalty, and business growth. Your leadership and expertise will play a crucial role in enhancing our reputation as a customer-centric organization.

You will be responsible for driving SPOT (Service Performed One Time) growth within the business through direct involvement in the quoting, delivery, billing, and reporting processes for Reactive Quoted Work (RQ). You will have day to day interaction with key members of the service team (FSPs, FSS, SBL, RGM), customers, and suppliers. You will lead continuous improvement initiatives including enhanced use of estimating and mobile tools fordigitization.
Our customers value our ability to deliver quotes quickly and efficiently as part of our service delivery.

Responsibilities

KEY RESPONSIBILITIES:

Spot Quoting

- Support Field Service Professionals (FSP), Field Service Supervisor’s (FSS) and Sales with proposal generation for medium-high complex opportunities.
- Obtain parts/subcontractor/special pricing as required
- Creates SPOT quotes in quoting system (Salesforceand CPQ),



and prepares estimate for approval (with input from field)
- Generate proposal for review and approval (with input from field)
- Sends proposal to requestors and/or customers; follows up for feedback and their approval / order to proceed
- Pipeline Management: Work with service operations and sales team to ensure timely customer follow up and close out of RQ opportunities.

SPOT Delivery

- Customer setup (if new) including verification of customer information inSAP and/or Salesforce
- Books RQ as needed (Ensures proper assigned to, customer name, scope, and PO are entered)
- Ensures proper documentation is received, COI/SOV’s/Signed Documents are returned.
- Generates work order through BSC and dispatch.
- Informs field of work order information, verify schedule for delivery, communicates schedules to customer.
- Orders, receives, and coordinates all material for the job
- Issues PO’s, mobilizes, schedules subcontractors (w/ input from field)
- Tracks progress of open RQs in Salesforce (tracking orders, scheduling delays,invoicingactivity, etc.).
- For larger or quoted SPOT jobs, liaise with the billing team to completeprogress billing.
- Ensures 100% completion of work in the field with field staff.
- Verifies the work order is closed and exported in Salesforce.





SPOT Close Out and Billing

- Ensures all material/sub/other costs are processed and transacted to the job (including follow up with suppliers to ensure costs are correctly captured)
- Monitors billing reports and unbilled to ensure the job has been correctly processed and billed.
- Send invoices to customers as needed.
- Follows up with customer (when needed) to ensure paperwork/invoice received.
- Checks on satisfaction of job as needed.
- Support cash collectionteam on disputes as needed.
- Work with FSS/SBL to review weekly reports for RQ orders and pipeline
- Assist with jobforecasting(if required) and overall job monitored for cost against the estimate
- Escalate items as needed to FSS / SBL if not tracking to target or estimate.
- Promote and enhance CPQ adoption and use of CPQ mobile across the teams
- Support implementation of additional workdigitizationactivities and act as local champion for these initiatives

BENEFITS OF WORKING FOR HONEYWELL

- Paid Vacation
- Retirement Benefits (as per regional policy)
- Professional Development

Qualifications

MUST HAVE:

- Completed post secondary education
- 3 years of relevant experience in a customer support centric role within a sales, account management, estimation, project management or other relevant fields

WE VALUE:

- Bachelor's degree highly valued.
- Excellent computer skills, including proficiency in MS Office (Word, Excel, and PowerPoint).
- Experience with SAP, Salesforce or similar software.
- Good written and oral communication with strong attention to detail.
- Basicproje

📌 Customer Support Management Professional – Service Operations (Montreal)
🏢 Honeywell
📍 Montreal