1. Purpose of the Job
• Support the LSS business to drive the Services business growth and profitability with superb customer satisfaction and safety record.
• Responsible of the delivery of the support services to customers respecting global standards and processes.
• Understand customer needs and resolve issues through technical knowledge,
• Knows customer’s site and contacts and uses Honeywell support network to provide excellent service and quality to customer.
• Focuses on Customer growth and development
• Identifies service business opportunities in the customers’ installed base
2. Principal Responsibilities
• Safety: meet the Corporate, customer and legal obligations of Health, Safety and Environment (trainings, use of PPEs and safety observations)
• Customer growth and development: Identifies and develop opportunities for business growth cooperating actively with sales to progress them having an active and influential role with the customer to develop the solution. Actively engages with sales to pursue the opportunities (actively generates sales leads)
• Honeywell DCS and Industrial Safety Systems augmentation / Upgrade projects engineering and onsite execution.
• System upgrades and modifications (Installation/configuration/implementation & commissioning) of Honeywell’s product range (Experion PKS, TPS, C300/C200) including Industrial control & safety systems (FSC, Safety Manager), 3rd party DCS Systems or SCADA products to meet customer specifications. performs systems modification and upgrades (of different level of complexity according to job qualification)
• Maintain the customer equipment to the required standard: regularly performs preventive maintenance and promptly intervene on maintenance needs
• System diagnosis: Diagnosis, troubleshooting, Maintenance and escalation for rectification of issues for timely closure of service requests.
• Quality of delivery: Deliver promptly against service request, respecting agreed timing
• Internal processes and reporting: Adopt and adhere to global standard in terms of tracking of actions (tools and timing) and promptly submit timesheets and billable work to ensure on time invoicing.
3. Principal Networks & Contact Links
Internal
• LSS management (General Manager, Service Business Manager, Field Service Manager, Field Operations Leader, Contract Managers)
• Other LSS support functions (Project Managers, TAC engineers)
• Sales account managers
• Proposal and estimating
• HSE leader
• TAC engineers
• Customer service/care representatives
External
- Customers
4. Geographic Scope & Travel Requirements
Typically geographic scope is for an Area/Provence/State within OMAN. Out of country travels may be required to meet ad hoc needs
Frequent travel out of office is part of job requirement (customers’ visits) and could amount to >75% time away from office as per job demand.
5. Key Performance Measures
• Meet customer needs and requirements
• Fulfil expectations as per job responsibilities
• Certification and training (Completion of defined annual training plan)
• Billability and utilization
• Timing to submit time sheets (weekly time card)
• Timing to submit billable paperwork for invoice generation
• Timing to close service requests (100% of assigned contract deliverables completed per schedule = Request Fulfillment SR's completed by promised date; NO SR's open with no activity >30 days & Open Billable)
• Number of sales leads generated
• Quality: No GSM Audit Corrective Actions assigned
• HSE: respect safety measure (Honeywell and customer site), contributes to SOS,
Job Details
| Date Posted: | 2016-07-19 |
| Job Location: | Muscat, Oman |
| Job Role: | Engineering |
| Company Industry: | Engineering |
Preferred Candidate
| Career Level: | Mid Career |
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