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Key details
Function
Other
Seniority
Early career
Workplace
Hybrid
Location
MX
Specialty
Contract Renewal
Tech stack
Crm
Job Description
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 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 obtain 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.
MUST HAVE
- 2 years of experience working as a customer service
- Experience coordinating contract documentation and renewals
- English proficiency
- Willingness to work in Hybrid role in CDMX
- Experience with Excel and SAP
WE VALUE
- Able to forge strong internal business relationships and deliver on commitments.
- Demonstrates a strong commercial awareness.
- Excellent interpersonal skills as well as good verbal, written and presentation skills.
- Ability to multi-task and prioritise work.
#LI-Hybrid
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.
