The Sr. Field Service Supervisor / Field Service Manager (FSM) is essentially the P&L leader for the assigned region of responsibility. This role is required to manage and oversee in the following aspects:
- Ultimate P&L responsibility
- Ultimate decision making in conflicts, customer interaction, prioritization, etc
- Resource management duties assisted through Field Operations Manager (FOM) while maintaining ultimate control
- Assisted with direct project and contract management activities for projects and contracts > $100K through Project Managers (PM) and Service Contract Manager (SCM) while still maintaining ultimate control.
- Ownership of LSS customers and direction setting to the team.
Lead the LSS business (Sheet Manufacturing) across a defined geographical area (Japan) ensuring that the priorities and focus areas are matched to the short-, medium- and long-term needs of the business, and that the organization can achieve its strategic growth objectives. The FSM will directly manage the Service operations and actively work with the Sales organization to drive the Services business growth and profitability with superb customer satisfaction and safety record. Reporting to a Lifecycle Services and Solutions (LSS) Service Business Manager (SBM), the FSM is responsible for directly leading a team of Service Engineers & Technicians (FSS) and Service Operations Coordinator (SOC), if applicable. The FSM is responsible for the overall delivery of the support services to customers. The FSM will rely on a support structure at various levels within the LSS organization and adhere to global standards and processes. Travel across the defined geography forms part of the role.
Financial & Business management
- Meet monthly, quarterly and annual financial targets by owning the AOP of the assigned geography for sheet manufacturing business.
- Develop and implement the business short-, medium- and long-term priorities in accordance with the business AOP and STRAP, in order that the business is appropriately focused to achieve top level performance in all areas
- Accurately plan and forecast the business performance
- Meet or exceed monthly, quarterly and annual financial targets
- Strategize & aggressively deploy growth initiatives
- Work with the sales team to drive LSS orders, and develop/capitalize on business opportunities (support in Tier 1,2 accounts, drive Tier 3 accounts, actively manage Tier 4 accounts)
- Partner with Project Automation and Solutions (PAS) on smooth transition from project to service phase and ensure the MOS is strengthened with PAS ensuring quality project handover with standardized supported topologies that GTAC can support, up to date systems and agreed punch list/close out items.
- Partner with Honeywell Connected Industrial (HCI), Process Measurement and Control (PMC) to support and grow their installed base on sites where LSS owns the customer relationship.
- Be responsible for Sales Inventory and Operations Planning (SIOP) in LSS within the assigned geography for sheet manufacturing business in conjunction with the Field Operations Manager (FOM) of the area
- Improve productivity through active use of six sigma processes/ tools
- Effectively manage service business overheads and allocations in the region of responsibility
Customer Engagement
- Manage customer relationships through understanding of customer related Critical to Quality (CTQ) and driving improvements through these criteria
- Be the spokesperson & figurehead to promote Honeywell’s service name
- Account management of defined key accounts
- Own or support (as appropriate by PA processes) the management and resolution of customer complaints.
Safety
- Be a spokesman for Honeywell’s safety culture and always promote safety.
- Meet PA safety metrics for the assigned geography for sheet manufacturing business
Field Operations
- Ensures that work assignments and sub-contracted work are executed to appropriate technical requirements/ standards, quality systems and HSE standards (Implementation, Test & Documentation)
- Proactively engage functional business teams (contract management, proposals & estimation) & sales organization to ensure service delivery and in defining /estimating the technical scope of work and project implementation requirements.
- Proactively engage project management/ execution team to ensure project management excellence & execution
People Management & Communications
- Manage performance, career and succession plans of all service employees
- Develop a high performing team and facilitate teams’ achievement of goals & objectives
- Liaise with Engineering organization (LSS/PAS Project Engineering team) to support appropriate career development planning
- Effectively manage communications for all team members (direct / matrix reports)
- Proactively manage performance concerns utilising the Honeywell Performance and Development (HPD) process. Address any performance issues in a timely manner.
- Direct management of a team of engineers and technicians.
- Direct reports based on assigned geography for sheet manufacturing business
Travel Requirements
Travel as required to perform the job.
Must Have
- At least 5 years' experience running a medium-sized technical service operation including P&L responsibilities
- Excellent communication skills (oral and written) in English and Japanese
- People management experience with demonstrated team leadership and employee engagement
- Strong Project and/or P&L management experience
- Well-developed business analysis skills, including opportunity and risk assessment
- Customer relationship management and business development skills
- Ability to make business decisions and drive operational improvements
- Strong technical background or demonstrated experience managing technical projects and service delivery
- Good presentation and stakeholder management skills
Good to Have
- Bachelor's degree in a technical discipline (Automation, Instrumentation, Electronics, Electrical Engineering, Mechatronics Engineering)
- Master's degree
- 8+ years of experience in Sheet Manufacturing, Pulp & Paper, Film, Continuous Web Solutions, or related process industries
- Knowledge of Sheet Manufacturing industrial processes
- Project management experience, including technical estimation, budgeting, and schedule management
- Formal professional qualifications and certifications
- Experience with industrial automation, process control, instrumentation, PLC, DCS, or QCS systems
Skills Required
- Ability to execute strategies promptly and effectively, driving measurable business improvements
- Decisive decision-making capability and confidence in addressing complex business issues
- Ability to represent Honeywell professionally across all organizational levels
- Ability to work effectively in a highly matrixed environment with multiple stakeholders
- Ability to motivate and develop teams to achieve business objectives
- Strong leadership and employee development capabilities
- Ability to develop high performers and manage performance issues effectively
- Strong change management mindset with the ability to drive continuous improvement
- Intermediate to advanced computer skills
Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.
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