Systems Engr II

The Service Contract Support Specialist will have ownership of a designated service contract base and will be responsible for driving the renewal process for those contracts with business stakeholders. They will also have ownership for any changes occurring within the contract lifecycle, parts updates, change orders, cancellations, monitoring data quality.

The main objectives are

• Create pricing and documentation for assigned contract base, accurately and on time, to ensure proposals are sent to business stakeholders on time, following GSM Processes.
• Drive contract renewals correctly in CRM with SOLs, with all data and required documentation, to ensure no delays/errors are incurred during booking
• Ownership for any changes occurring within the contract lifecycle, parts updates, change orders, cancellations, monitoring data quality. This will include the first year of newly booked contracts, which have been handed over from Contract Proposal Team

• Develop a clear understanding of assigned contract base
• Develop and maintain good working relationships with key personnel within relevant Honeywell teams, including Service Operation Leaders, Field Service Managers and any other supporting functions (GCC, ISLC, CPT)
• Proactively drive assigned renewals with self and other stakeholders, to adhere to renewal tasks due dates and RNOC given to SOL SLA’s
• Maintain accurate and timely information in CRM for renewals, including attaching documentation for all stages of the renewal process
• Update opportunity Next Step comments weekly for all renewals in progress and against a CSS renewal milestone
• Provides accurate updates of each contract renewal and any issues, during weekly MOS call with Service Contract Support Pole Lead
• Escalate issues in a timely manner to Service Contract Support Pole Lead, which may delay renewal process – do not wait for next MOS call
• Maintains good knowledge of the renewal process SOP and Work Instructions
• Ensures that a renewal opportunity exists and is linked to any renewal case/PSC in progress and is also linked to the service contract in CRM
• Identifies scope for renewal of designated service contract base and works with Service Operations Leader to validate that scope during weekly MOS with SOL
• Ensure renewal case is created for each active renewal entitlement in CRM
• Prices scope accurately and obtains proposals from other depts (Cyber, HCP, Third Party), when needed for inclusion in pricing tool
• Ensure pricing matches between pricing tool and PSC
• Obtains financial approval for all renewals before issuing the proposal to Service Operations Leader
• Creates accurate proposal and/or other documentation for the Service Operations Leader
• When customer PO is received, check details on PO vs Pricing tools and proposal, including sold-to party, payment terms, invoicing frequency
• Create accurate and complete booking package to handover renewal for financial booking in CRM and ERP and follow on activities (critical spare parts setup, third vendor purchase orders, SOFs and any other special instructions.)
• Continuously learns renewal process, pricing tools and CRM to identify possible improvement areas within the renewal process/tools
• Create and issue Welcome Packet to SOL within 7 days of contract booking (excluding exceptions)
• Takes part in tools Dev and UAT when needed, to support enhancements and to continuously learn new functionality
• Cover absences for CSS colleagues as and when needed, to keep renewals moving forward
• Ensure in progress work is handed over to CSS backup when having planned leave
• Be involved with the training of new employees, including ‘buddy’ system for support with live renewals
• Agree deadlines for tasks/actions required by other stakeholders and keep track of those actions/deadlines/owners via CRM or RAIL
• Continually develop own knowledge and skills to support current role and career path
• Ensure any changes made to VRW asset list during booking, must be communicated back to the Asset Support Team, to ensure correct data alignment
• Contact Service Contract Pole Lead as first point of contact on any issues or questions
• Proactively drive own IDP, goals and KPIs to meet targets
• Hold quarterly meetings with Direct Manager to drive own Individual Development Plan
• Use dashboard available in SF and Power BI to drive renewal tasks to on time completion
• Drive CSS pricing with SOL, so that local pricing is not used, excluding agreed countries.
• Support standardization in Contract Renewal process by developing reusable standard documents like Standard Operating Procedures (SOP), Self Learning Packages (SLP), Checklists, guidelines, etc.
• Provide technical guidance to other team members for different Contract Renewal entitlements and steps.
• Collect overall contract renewal data, prepare status/ progress reports and present to GBE team.

3. Principal Networks & Contact Links

Internal

• Service Contract Pole Operations Manager
• Service Contract Support Pole Lead – Matrix Manager – first point of escalation
• Service Operation Leaders
• Regional Service Operations Managers
• Field Service Manager
• Global Customer Care
• A360 Performance Managers
• ISA Managers
• Asset Support Team
• Contract Proposal Team
• ISLC

External

• None

4. Supervisory Responsibilities

• None

5. Geographic Scope & Travel Requirements

• Located within a central location (Hadapsar, Pune, India)
• Adherence to local office working policy
• Typically assigned to a particular pole, handling # service contracts within the pole.
• Working hours afternoon to midnight shift (2PM to 6PM from office and 8PM to 12:00AM from home). This can be changed based on organization policy and pole in which candidate is working.
• Travel not required for primary task, on exception base for secondary tasks (e.g. training/workshops)

6. Key Performance Measures

• RNOC given to SOL as per current SLA
• Zero renewal cases without renewal opportunity
• 100% welcome packets issued where needed, excluding exceptions
• 100% renewal case for active renewal entitlements
• CPQ adoption as per plan
• PSC rejections due to CSS error <5 per month
• Corrective actions <2 per year
• Weekly update Next Step Comment