March 29, 2024
Global Renewable News

Senior Service Supervisor

Organization:
Honeywell (Canada)
Region:
British Columbia
Application deadline:
July 2, 2017
  This job posting has expired
Type:
Full time
Category:
Customer service
Description
Field Service Supervisor (Burnaby, BC)

Honeywell Building Solutions has an excellent opportunity for a Field Service Supervisor to oversee the service business in the British Columbia. Reporting to the District General Manager the incumbent will ensure great customer service for the operations from our Burnaby locations.

Primary Role:

  • Reach optimal customer satisfaction by achieving work in accordance with customer requirements, within timing and budget. 
  • Achieve financial and operational objectives by targeting a zero contract cancellation level, high margins and growth of the contract base.
  • People management of a team of 20-30 direct reports to keep them motivated, trained and recognized.
  • Use Service Management System tools and processes to ensure resources are effectively managed in terms of forecasting, planning, controlling and evaluating the work of the department.
  • Foster spirit of process improvement and change management within department.
  • Keep current quality and operating procedures alive and updated.
  • Adherence to Health and Safety procedures.

Responsibilities:

1. Financial Responsibilities

  • Reach objectives in terms of contract retention, escalations, margin and working capital.
  • Control profitability of the contracts.
  • Maximize utilization of field employees.
  • Identify possibilities for equipment replacement, contract extensions and maximize margin on Spot.
  • Identifying and take corrective actions to improve Poor Performing Contracts.
  • Develop the Escalation Plan for contracts.
  • Provide accurate input to forecasts for Monthly Finance Reviews.

2. Commercial responsibilities

  • Manage assigned contracts to the level required by the customer to reach full customers satisfaction while protecting Honeywell interests.
  • Foster the contract business growth.
  • Develop a long-term trust relationship with customers.
  • Working with the CCA schedule meetings with customers to understand their needs, assess their current level of satisfaction and foresee any risk of contract cancellation and to identify any possibility of contract extensions or escalations.
  • Provide Work Order Summaries to customers during visits.
  • Assist in the study of projects for contractual customers.
  • Coordinate planning correction for maintenance.
  • Optimize the use of resources on Team.
  • Process all overdue receivables and invoice disputes in a timely manner.

3. People Management responsibilities

  • Daily management of up to 20 direct reports.
  • Positively influence motivation of direct reports.
  • Set the direction.
  • Foster Teamwork.
  • Develop competencies of direct reports.
  • Ensure effective communication processes in place.
  • Coach and control activities of Service Technicians/Fitters.
  • Training and Development:
  • Prepare and conduct annual performance appraisals.
  • Identify development needs, establish training plans and follow-up training organization.
  • Foster on-the-job training and self-learning.
  • Keep Competency Skills Matrix up-to-date
  • Propose appropriate merit increase and recognition initiatives.
  • Recognize and stimulate the mindset for work well done and customer-care attitude among direct reports.
  • Organize regular Team Meetings.
  • Select, hire and ensure talent pipeline of Service Technicians/Fitters.
  • Coach and mentor new hires.
  • Set goals and objectives in line with AOP and Service LOB.
  • Ensure relevant information is cascaded down the organization.
  • Develop and manage technician performance plans.
  • Ensure technicians are managed by skill competency and skill training is managed to deliver contractual and legal requirements.
  • Ensure all Service Technicians/Fitter are HSE compliant.

4. Workload Management and Planning responsibilities

  • Organize workload of your team.
  • Utilize Service Management System effectively.
  • Develop individual Spot Plans for techs/Fitters.
  • Develop Spending Plans for contracts.
  • Manage and approve all overtime requests - Ensure all planned overtime is targeted.
  • Utilize Service Management System to:
  • Forecast resource requirements in compliance with contract requirements.
  • Plan Monthly maintenance schedules taking account of specific circumstances such as holidays, training etc.
  • Review implementation of Monthly Plan.
  • Implement corrective action to ensure maintenance schedules are met.
  • Forecast resource requirement for non-PM work activities based on SPOT/MBT/Extra Work/Project Support targets.
  • Update all contract PM's and Work Groups.
  • Achieve monthly service metric targets.

5. Change Management Responsibilities

  • Foster change and progress mindset.
  • Challenge the status quo.
  • Utilize HOS to drive change.
  • Launch and support initiatives to increase productivity and develop positive attitude of Service Technicians. 
  • Influence positively employees to change current practices and processes.
  • Foster best practice sharing within team.
  • Participate actively to local deployment of Honeywell initiatives (SMS, HOS, etc).
  • Keep current quality and operating procedures respected and updated.
  • Work with HOS to identify key focus areas for improvement.
  • Take on additional tasks to effectively manage the service business.

6. Technical Responsibilities

  • Ensure installations are working as per customer requirements.
  • Ensure high-quality of work of direct reports.
  • Control the quality of the work done by direct reports by going on site.
  • Stay informed on the latest products evolution.
  • Ensure site plans are maintained and site audits are conducted to plan.
  • Ensure Remote Access Diagnostics are implemented whenever/wherever possible.

7. Administrative responsibilities

  • Ensure commercial correspondence and reporting.
  • Check and approve Labor & Expense reports.
  • Approve tool requests and ensure follow-up with Operations Manager.
  • Answer letters of customers.
  • Provide timely and accurate reporting to Operations Manager.
  • Utilize the Telematics GPS system to ensure safety, time management, vehicle maintenance, etc.
Requirements

Basic Qualifications:

  • Trade or College Diploma or University Degree
  • 3+ years of experience in people management with supervision in a trade oriented labor force 
  • 3+ years of experience preferably in one of the following areas: HVAC, electrical, building automation & controls, facilities management, plumbing or construction management 
  • Experience with Microsoft Office Suite (Word, Excel), and CRM systems 
  • Valid driver's license 

Preferred Qualifications:

  • Ability to lead technical field resources in a unionized environment. Excellent leadership and motivation capabilities 
  • Ability to work as a member of the Branch Leadership Team 
  • Proven ability to develop and maintain strong customer relations
  • Ability to manage priorities, budgets and multi-task 
  • Good organizational skills and flexibility regarding resource management 
  • Ability to overcome conflicting priorities and still keep progressing towards set objectives

Wonder what it's like to work at Honeywell? Check out our One Honeywell Culture video on the Honeywell YouTube Channel

Is this job not an exact match to what you are looking for? Join Honeywell Talent Network to get updates, new opportunities, news and more. For more information visit our Career Site 

To apply for this position, please go to www.careersathoneywell.com , change the country to Canada, and then enter requisition #00346327

Contact

Honeywell (Canada)

3333 Unity Drive

Mississauga

Ontario Canada

www.honeywell.com