AddressTHE FUTURE IS WHAT WE MAKE IT.
Experienced Customer Experience Professional
Kuala Lumpur, Malaysia
Start your career by making an impact and real connections with some of the most meaningful challenges around. When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.
Make the Best You.
Working at Honeywell is not just creating incredible things. You will have the opportunity to work with our talented and friendly team of professionals and be part of a global team of future shapers.
Join Us and Make an Impact.
As an Experienced Customer Experience Professional at Honeywell, you will serve as the primary contact for a portfolio of accounts, ensuring all customer needs and expectations are met. You will handle a variety of tasks including order processing, resolving customer issues, and acting as a liaison between customers and various internal departments. This role is crucial for maintaining the highest level of customer satisfaction and improving our customer care processes.
Key Responsibilities:
• Establish and maintain contact (by phone calls and face to face meetings) with existing customers to generate aftermarket leads and promote the sales of aftermarket products and services.
• Update and maintain the regional installed base list.
• Prepare Lifecycle Management (LCM) proposals concerning the following scope of supply: HMI upgrades, aftermarket modifications, engineering services, service contracts, consultancy services, call-out services, training (all forms) and spare parts. Enter parts and service orders in ERP systems of record.
• Update and maintain the CRM system and customer information (contact name and title, assets at sites, status of service contracts, past services and issues, past spare orders and repairs, next outage and scheduled visit, current open opportunities, etc.) to obtain a 360-degree view of our customers, understand their needs and quickly respond to these needs to create a unique Customer Experience.
• Provide premium support to our installed base by opening customer support tickets, assigning resources to the resolution of the issue with the help of Field Coordinators, Project Execution and other applicable resources (i.e. R&D, etc) and follows up with the customer after issue resolution and ticket closure.
• Notifies customers of any applicable LCM program, offerings and product notifications.
• Create leads and identifies threats within the installed for Key Account Managers by opening opportunities in the CRM.
• Update and maintain the CRM system with customer information (contact name and title), assets at sites (CCC and non-CCC), status of service contracts, past services and issues, past spare orders and repairs, next outage and scheduled visit, current open opportunities, and provide a 360-degree view of our customers facilities and needs
• Work closely with Regional and Global Customer Support Managers to ensure global consistency across regions.
• Ensure that policies, practices, and procedures are followed.
• Respond to change productively and handle other duties as required.
• Actively participates in company and regional initiatives
• Follow all company safety policies and procedures.
Key Experience & Capabilities:
- University degree in Engineering required.
- 3+ years prior technical sales and customer service experience or proposal support experience
- Experience in successful account sales in local geographical territory required.
- 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 CCC product and processes 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.
About Us
The world is changing. And it's a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We're building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.
Discover More
We've been innovating for more than 100 years and now we're creating what's next. There's a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/
If you believe what happens tomorrow is determined by what we do today, you'll love working at Honeywell.
The future is what we make it. So join us and let's do this together.
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.
Copyright © 2023 Honeywell International Inc
Additional Information
- JOB ID: HRD226795
- Category: Customer Experience
- Location: UOA Corporate Tower, Avenue 10, The Vertical,,Bangsar South City, No. 8, Jalan Kerinchi,Kuala Lumpur,WILAYAH PERSEKUTUAN,59200,Malaysia
- Nonexempt
