Sr Cust Exp Manager

Position Purpose / Summary

Key Roles and responsibilities :

• This is a Business Operations Leader position to lead preparation and creation of Proposal and Project documentation in response to customer’s requests for proposals, estimates and information as advised by the sales and operations teams of respective LOB
• End to End responsibility to drive Post Order activities from order booking in SAP to delivery to customers for Honeywell Marine which is a part of Terminals-PMC Business. This includes project management responsibilities
• Close coordination with internal Sales, R&D, GCC, ISC, Commercial & Finance as well working closely with Customer for manufacturing Clearances, deliverables, Inspections Co-ordination, Payment Collections.
• Sense of urgency : Timelines are crucial for Order execution & candidate must work closely with respective stake holders for timely deliverables.
• Sharing Timely Inputs to business Leader & delivering Revenue Plans as per AOP target set.
• Close Coordination with Internal Team & Externally with customer to meet deliverables is crucial.
• Drive productivity improvement at operations and support cost Optimization initiatives
• Lead by example on compliance matters and ensure process are set in place to get team adhere to the same
• Project management of large and highly technical projects working with multi-disciplinary teams
• Contribute to product roadmaps, support tech teams for offering roadmaps and business continuity
• Technically savvy with the ability to create alternative solutions using both Honeywell products and 3rd party to meet scope of supply
• Close Coordination with sub vendor for timely deliverables wherever applicable.
• Need to establish healthy & incremental customer engagement for on time deliverables.
• Jointly responsible along with general manager on monthly and quarterly performance interms of Rev, profitability and customer satisfaction working closely with factories at China and Europe operations, planning and ISC leaders to prioritize, optimize
• Drive customer satisfaction working closely with TAC and Services teams, ensure warranty costs are under control
• Responsible for all business operations of PMC-Marine, spread across multiple local and global functions such as finance, C2C, Legal, Contract Management
• Lead all tactical and functional aspects of proposal management and services across PMC-Marine Business
• Cross-functional collaboration throughout regional sales, proposal management and project operations processes to ensure alignment with overall business delivery and operations model
• Promote standardization across the estimation & proposal process
• Proposal Request, payment achievement and contract terms review / oversight ( LC / bank guarantee)
• PMC Marine technology team, Solution Architect and Offering management
• 3rd party scope and cost analysis, working with Channel partners and system integrators, Business development and Attending technical clarification meetings with customers , overseeing quality challenges
• Supporting offering management and Tech with obsolescence issues
• Candidate should be self starting & relevant experience in Post Order Operations Function.

Professional Skills / Knowledge

Key Success Factors (Key Metrics / KPIs / Deliverables)

Behavior Competencies

Analysis / Problem Assessment

Building Business Partnerships

Using appropriate interpersonal styles and communication methods to work with business partners (. peers, other departments or units, external vendors, customer’s, other organizations to meet mutual goals and objectives.

Communication

Expressing ideas effectively in individual and group situations (including non verbal communication); adjusting language or terminology to the characteristics and needs of the audience.

Commercial Acumen

Taking action to maximize the contribution of own area of the business to the company’s profitability and growth. This involves constantly looking for opportunities to improve business performance and growth; managing business operations to maintain ongoing competitive advantage; taking business decisions based on cost benefit analysis, business savvy and consideration of organizational constraints and resources.

Customer Service Orientation

Proactively developing customer relationships; making efforts to listen and to understand the customer (both internal and external); anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.

Financial Acumen

Taking financial action to maximize the contribution of own area of the business to the company’s profitability and growth. This involves analyzing financial information to develop alternative courses of action, establishing financial systems and procedures to improve business performance and reduce costs, establishing financial strategies to leverage organizational assets and promote growth and making decisions based on sound financial judgement.

Results Orientation

Indicating through actions and decisions a sense of importance to get the job done; focusing on the most important things; being impatient with obstacles and lack of movement; taking action to overcome obstacles and seek solutions.

Qualification :