Honeywell Customer Support Management Professional Sales Representative 

Hong Kong 

45886727

Make the Best You.

Customer Support Managers are the primary connectivity point with existing customers when it comes to ensuring customer satisfaction, quoting, processing, and winning non-project orders, executing and winning LCM campaigns, and generating leads for key Account Managers. The CSM is also the primary point of contact for existing customers who are not covered by key Account Managers. CSMs maintain connectivity with customers for the entire lifecycle of the product or service we deliver. They provide both reactive and proactive support on all Brownfield accounts.

Key Responsibilities:

• Contribute to the design, engineering, configuration, implementation, commissioning, support/maintenance and upgrades of Honeywell’s OT, Connected Services and Enterprise Software Applications (EBI, DVM, EM, OBS, Forge, Pulse, Vector etc.) in the service LOB.
• Possess a strong understanding of ICT and Cybersecurity principles and design and how these systems and services work in tandem with Honeywell’s OT, Connected Services and Enterprise Software Applications.
• Posses a strong understanding and knowledge of all industry standards and protocols (BACnet, Modbus, OPC, SNMP, APIs etc) and how these protocols are used to ingest and share data from Honeywell and 3 ^rd
• Be the Region’s focal point and subject matter expert (SME) for Honeywell OT, Enterprise Application and Connected Services.
• Ensure the global alignment, adherence and standardisation of the design, install, service and upgrades of Honeywell OT and Enterprise Applications with respect to the ICT and Cybersecurity services and technology selection of hardware / software.
• Take ownership of site issues and work in collaboration with TAC to ensure any issues with OT, Enterprise Applications or Connected Services are identified and rectified promptly
• Work in collaboration with ICT peers to facilitate implementation and upgrades of OT and Enterprise Software Applications.
• Review all ICT server/storage/network designs across the region with ICT Engineers to validate designs and quotes from Dell/etc.
• Have a detailed knowledge of all Honeywell OT, Enterprise Applications and Connected Services. Stay abreast of all relevant developments and innovations in this field (both internally and externally) and ensure emerging technologies are correctly aligned with customer requirements and solution offering.
• Possess a strong understanding of ICT and Cybersecurity principles and design and how these systems and services work in tandem with OT and Enterprise Software Applications.
• Build and maintain strong relationships with Account Managers/Sales Team to ensure alignment on all customer sites and identify and proactively drive OT and Enterprise Application opportunities across the Region.
• Identify areas of innovation, technical excellence and best practices through knowledge sharing internally and externally to facilitate HBS becoming the go-to business for clients, star performers and employees.
• Build productive customer relationships, developing sponsors for Honeywell, and continually seek and capitalise upon opportunities to increase customer satisfaction and deepen client relationships. Ensure Honeywell become the “trusted advisor” for delivery of OT/Enterprise Applications
• Work with the Account and Operation Managers in the Region to develop strong strategic partnerships with our existing customer base and identify and secure new customer portfolios.
• Work in collaboration with all relevant stakeholders to drive and articulate importance of ICT and Cybersecurity in connected and critical infrastructure to our existing customer base and new customer portfolio.
• Provide feedback and liaise with product management to ensure HBS product portfolio is appropriate to the changing needs of current and new customers and suits our regional market.
• Work with customers to understand their requirements to ensure proposed solution meets their needs and requirements, providing alternatives if needed/required.
• Posses an understanding of Honeywell field systems (Security, CCTV, Fire and HVAC) and how these technologies align and operate with Honeywell OT, Enterprise Applications and Connected Services.
• Sales Assistance/Design, involving innovative use of latest technology in establishing system design, and providing project estimates
• Prepare submittals per engineering standards, ensuring commitment dates are met. Review submittals with sales and delivery teams and lead team to obtain submittal approval
• Develop integrations and bespoke customizations for 3rd party products as required to meet solution design specifications.
• Develop software, perform ‘bench testing’ if required and deliver commissioning package to field. Assist delivery in start up as required.
• Develop detailed system designs/architectures, implementation procedures and documentation required for the successful delivery of the implementation/upgrades of all OT, Enterprise Applications and Connected Services.
• Provide technical direction, training and support to local field service specialists for operation, maintenance and troubleshooting of all OT, Enterprise Applications and Connected Services.
• Use strong Quality Assurance (QA) procedures for implementation/upgrades and ensure defect-free hardware and software to field delivery team
• Contribute to Technical Risk Reviews (TRR) for all service project works in your respective Region that involve OT/Enterprise Applications/Connected Services.
• Work with the relevant ICT/Cyber teams to protect the integrity of the Honeywell implemented software, server and network infrastructure.
• Enforce best practice procedures for change management, software upgrades and for the implementation of any new Honeywell product features or versions.
• Contribute to the development of project plans, schedules, and design/configuration documentation.
• Develop effective working relationships with Honeywell’s Technical Support Groups, systems users and software vendors, to ensure systems can be well maintained, used effectively, and that requests for action to correct system problems can be attended to effectively and promptly.
• Ensure that skills are maintained and enhanced in "specialist" area(s) relating to product knowledge, services knowledge, or industry knowledge. Ensure training plan is included in Personal Development Plan (PDP). Self-direction in identifying and suggesting training opportunities

Key Experience & Capabilities:

• University degree in Engineering required.

• 5+ years prior technical sales and customer service experience or proposal support experience
• Experience in successful account management sales in local geographical territory required, especially with major Oil&Gas customers in region (i.e Petronas, Exxon, Shell, PTT, Pertamina, Chervon, Woodside, Santos).
• Experience with quote preparation and the utilization of ERP/CRM.
• Business and Commercial acumen.
• Proficient writing ability with emphasis on consultative selling approach.
• Strong organizational skills, attention to detail, solid critical thinking skills, experience working with contracts and sales proposal support.
• Prior experience with Compressor Controls Corporation (CCC) product and processes/ Turbomachinery (controls or OEM background)/ Controls and Automation is highly desirable.
• Proven ability to be proactive in customer engagement with a high sense of urgency.
• Ability to read, speak, and write in English required.
• Ability to utilize customer process applications, central technology, Hardware/ Product knowledge, and application engineering.
• Ability to conduct high level sales demonstrations and presentations.
• Ability to assess and utilize AE processes and quality and sales methodologies.

We Value:

• Profound technical experience and knowledge in the field.
• Familiarity with networking concepts, protocols, and diagnostic tools.
• A proven track record of motivating and influencing diverse project teams towards success.
• Experience in delivering effective customer-focused training.
• Competence in programming, database management, and cross-platform environments.
• Ability to perform statistical analysis to interpret trends and inform strategies.

Discover More

Honeywell is an equal opportunity employer, and we support a diverse workforce. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

• JOB ID: req454109
• Category: Sales
• Location: 17 Changi Business Park Central 1,U01-01/09, #02-01/09, #03-01/09, #04-01/09 & #05-01/05,Singapore,SINGAPORE,486073,Singapore
• Exempt