Cust Exp Professional

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
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
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.

Skills
HTML/CSS, Power BI, Excel, CRM, ERP, SAP, Documentation

Work arrangement
Hybrid