As a Lead Office Support Coordinator (Service Operations Coordinator) here at Honeywell, you will provide comprehensive administrative support to the LSS Service Business Manager in Japan. This is a vital role that improves customer satisfaction, better operational support and improves the financial cash flow of the service operations.
You will report directly to our Service Business Manager and you’ll work out of our Japan location.
In this role, you will impact customer satisfaction and operational efficiency by ensuring timely processing of purchase orders, managing invoicing, and facilitating communication between various stakeholders.
KEY RESPONSIBILITIES
Daily:
- Following up with customers/FSS for PO’s
- Follow up on status of quotes submitted to customer
- Billable job tracking – receiving updates from FSS on Billable job progress i.e., percent complete.
- Contract Invoice Management focus on Invoicing milestones
- Business focal who monitors SPARTS order management process, and prepare, maintaining the billing plan
- Coordinate and Monitor PO’s are booked when received – liaison with back office if any delays to ensure PO’s are processed Access customer purchasing system and download PO’s
- Forward the PO’s received via FAX
- Coordinate with back office/GCC on invoice, parts order management and WO maintenance to ensure on time delivery of services
- Coordinate and Monitor invoices are uploaded in the customer portal, support query resolution from customer – liaison with back office if any delays to ensure invoices are processed
- Courier slip entry and pick-up request in Japanese for Hardware shipment
Weekly:
- Own CPQ Spot quoting process - from creation of the quote to completion of the quote
- Coordinating Service lead process tracking in Salesforce (SFDC) managed by the FSS
- Assist with extracting Doreming and SFDC timesheets to FOM
- Compiling cost allocation on Projects, Spot and contract and invoicing customer on predefined frequency (T&L, costs coverage – where applicable)
- Bind/ship the service contract documents, Scan/store the signed service contracts
Monthly:
- Run month reports on Open Billable WO’s for the team to be reviewed by FOM and FSM.
- Analysis support to FSM/FOM on Service Process Compliance & Improvement Dashboard
- No Charge Support WO Hrs
- Billable WO Missing PO Hrs
- # of Open Incident WO
- # of WO Errors
- # of Overdue Service Appointments (SA)
- Billability
- FSS SOS Submitted
- Process office expense invoices
- Assist PM in CORA related data entry – Explore opportunity utilizing GES
- Process the invoices including CORA registration after invoice completion
Spare parts Management:
- Creation of quote, process the order by placing orders domestically, and to the factory
- Work with FSS for the combination of parts requested by customers
- Raise warranty application to the factory and process the replacement parts
- Purchase and manage consumables for Yokohama including repair centre
- Ship the orders to the customers (with Japanese Kanji entry)
- Handle warranty for the spares with the customer
- Work with factory on defective product responses
- Handle customer inquiries including warranty
- Review unused return items and forward them to DHL
- Assist CM in consolidating parts usage mentioned in the service contracts
Ad hoc duties:
- Maintain equipment register of tested equipment i.e. calibration due dates etc.
- Coordinate for the recalibration of test equipment as required in the testing schedule
- Maintain and renew company service car contracts
- Customer interface for invoice resolution and Vendor invoice coding for payments
- Other tasks as assigned by the SBM
- Ordering Envelopes
- Customer interface for inquiries about courier services and payment details
- PR/PO creation and Office Expenses for all service centres
- Format HSE documents as requested
YOU MUST HAVE
- 5-10 years of experience in a service environment.
- Knowledge of Honeywell internal processes and tools/technical knowledge (Salesforce, SAP).
- Organized / systematic thinking / Strong planning and coordination ability
- Strong teamwork/communication skills to coordinate with FOM/FSS
WE VALUE
- Experience in a global organization.
- Strong teamwork and communication skills.
- Experience dealing with cross-country cultures.
ABOUT HONEYWELL
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe.
