Field Service Manager
Honeywell
Total years of experience :13 years, 8 Months
Field Services Manager for US West region. Lead and manage a team of 20+ Field Service Engineers to support Honeywell DCS and QCS customers, On-Process and Off-Process Migrations (OPM).
Honeywell Process Solution (HPS)
Duties & Responsibilities:
- Understand customer base and needs and identifies growth opportunities to be
passed to sales or pursued directly.
- Drive Global Consistency of Contract Management on assigned service contract
agreements.
- Improve LSS Contract performance in terms of customer satisfaction, operational
efficiency, service bank growth, and on-time renewal of service contracts.
- Developing a clear understanding of assigned customers, in particular with
respect to their business drivers, historical and present issues.
- Manage a team of 22 Field Service Engineers for Skills Development (Technical Skills, and Soft Skills), Scheduling assigned tasks, and Performance Development.
- A total commitment to delivering excellent customer service.
- Developing and maintaining good working relationships with key customer
personnel, as well as with local representatives and key personnel within relevant
Honeywell engineering teams including admin, engineering, sales supply chain
and leadership.
- Managing the day to day concerns including corrective actions, ensuring
satisfactory completion for all parties.
- Ensuring adherence to existing quality processes as well as continuously
developing improvements.
- Playing a leading role in the regular on-site review meetings for primary
contracts.
- Engage sales resources to focus on LSS priorities.
- Responsibility for managing the contract renewals for secondary contracts.
- Managing the preparation and ongoing maintenance of Customer Site Portals.
- Understand, comply with and promote Honeywell’s HSE culture.
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Key Accomplishments:
- Participated in the first Assurance 360 (A360) in Saudi; $16M over 3 years.
- Increase Service Bank by 14% Y-o-Y by bringing in New Contracts and
converting some of existing contracts to multi-year Assurance 360 (A360)
Agreements.
- Improve Customer Satisfaction measured by Net Promoter Score (NPS) of 100%
from most of contractual customers.
- Utilize LSS Tools like IAA, SIT, and PMTool to deliver more value to customers.
Honeywell Process Solution (HPS)
Duties & Responsibilities:
* I was the only Field Service Engineer based in Western Province of Saudi Arabia, have
responsibility to deliver Honeywell’s Life Cycle Service & Support (LSS) commitments
to our customers in western region of Saudi Arabia.
* Handling Contracts deliverables, small projects, Spots, and Hardware and Software
Orders in western region. Aware of our internal Hardware and Software Order Processes.
* Participate in new projects during Engineering, Factory Acceptance Test (FAT), Site
Acceptance Test (SAT) and commissioning phases as required.
* Preventive and Corrective Maintenance of Honeywell Experion and TPS/TDC3000
systems.
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* Hardware and Software Upgrades, and System Modifications and Additions (both on-
line and off-line).
* Actively participate in Honeywell’s LSS growth plans and identify opportunities to
provide additional services in the installed base.
* Assisting sales team in western region; since I’m the only LSS resource, by attending
technical meetings and reviewing technical proposals.
* Ensure customer satisfaction, process uptime and system performance while representing
Honeywell at customer’s location in various roles.
Projects:
1. GUS/APP to ES-T/E-APP Experion Upgrade Project at YNGL Plant - Saudi
Aramco (2014).
2. GUS/APP to ES-T/E-APP Experion Upgrade Project at Yanbu Refinery - Saudi
Aramco (2013/2014).
3. Scope of Ibn-Rushd II Project in Yanbu Refinery, YNGL Plant, and YANPET
(2012/2013).
4. GUS, APP nodes and Domain Controllers Upgrade Project at YANPET - SABIC
(2009/2010).
5. Yanbu Bulk Plat / Additional Capacity Phase II at Yanbu Refinery - Saudi Aramco
(2010).
6. Royal Commission Sales Gas Supply at
Routine, Corrective and Preventive maintenance for Honeywell DCS at KOC (Kuwait Oil
Company) sites:
Base Station (BS) 140, BS 150,
Gathering Center (GC) 09, GC 10, GC 20, GC 22, and
Crude Oil Control Center (COCC