Lead Chemical Engineer at Honeywell

JOB DESCRIPTION

• The Service Manager is accountable for end-to-end service management across assigned customer accounts: delivering agreed service commitments, coordinating timely technical support, demonstrating customer value, and advancing service growth. The role owns customer-facing coordination and follow-through, working with Customer Success Organizations, Technology Services, Field Services, and other organizations within the PT.

Responsibilities

KEY RESPONSIBILITIES

• The Service Manager is accountable for end-to-end service management across assigned customer accounts: delivering agreed service commitments, coordinating timely technical support, demonstrating customer value, and advancing service growth. The role owns customer-facing coordination and follow-through, working with Customer Success Organizations, Technology Services, Field Services, and other organizations within the PT.

Customer relationship and service outcomes

• Serve as the primary service contact for assigned customers, building relationships across operating, technical, and management teams and maintaining a clear understanding of their business priorities.
• Establish and maintain account-level service plans that define customer needs, agreed deliverables, upcoming operating events, action owners, and timelines. Review progress with customers and internal stakeholders and drive actions to completion.
• Demonstrate the value of delivered services through documented results and customer reviews, with a focus on reliability, operating performance, profitability, and risk reduction.

Contract delivery and commercial discipline

• Own the coordination and tracking of service commitments under active agreements, catalyst-related service commitments, and new-unit or project support scopes. Ensure deliverables are planned, assigned, completed, and documented.
• Validate customer status, service entitlement, and commercial details with Sales and the appropriate support teams.
• Identify scope changes, delivery gaps, and agreement-expiration risks early. Coordinate corrective actions, amendments, or renewal activity with the designated commercial owner, and escalate unresolved issues.

Technical issue resolution

• Own the customer-facing response to technical service requests, from initial problem definition through coordination of the response and documented closure.
• Translate customer concerns into clear problem statements supported by relevant operating data and context. Engage the appropriate technical specialists, align priorities and response timelines, and maintain consistent customer communication.
• Track recommendations and follow-up actions, escalate unresolved or high-impact issues promptly, and confirm the outcome with the customer. Maintain broad knowledge of the technologies serving assigned accounts while relying on technical specialists for detailed analysis and recommendations.

Service execution and resource planning

• Coordinate support for new-unit start-ups, catalyst reloads, turnarounds, inspections, and other service offerings. Align the customer, technical specialists, and field-service teams on scope, readiness, schedule, resource requirements, and responsibilities.
• Maintain accurate service-demand forecasts and staffing projections. Communicate changes early and resolve scheduling or resource conflicts with delivery leaders.
• Ensure service activities have the required work orders and supporting records, linked to the correct agreement or opportunity in coordination with the responsible teams. Drive clear handoffs, completion documentation, and follow-up on outstanding commitments.

Service growth and account development

• Manage assigned service opportunities from needs identification and qualification through proposal coordination, customer follow-up, and closure, in accordance with the agreed opportunity-ownership framework and commercial approval requirements.
• Develop value-based opportunities for inspections, health checks, training, workshops, operational improvements, and digital or Connected services. Partner with the Customer Success Organization and Business Development teams to advance opportunities and achieve assigned service financial targets.
• Share customer intelligence and qualified leads for new units, revamps, catalysts, adsorbents, and broader Honeywell solutions with the relevant account or business owner. Coordinate with Performance Managers where digital-service delivery or customer-value responsibilities intersect.

Forecasting and continuous improvement

• Keep opportunity status, value estimates, expected close dates, service-start assumptions, next steps, and delivery forecasts current in the designated systems. Resolve duplicate, stale, or incorrectly associated records with the appropriate owners.
• Monitor service commitments, open technical issues, customer feedback, upcoming events, and commercial actions through a regular account-review cadence. Escalate risks with clear actions, owners, and timelines.
• Improve service-delivery efficiency by applying standard work processes, using available tools, and addressing recurring coordination or execution gaps.

Coverage and travel

• Provide occasional support to customers without service agreements through the Customer Portal and Miscellaneous Service Agreements, consistent with assigned priorities; this is expected to represent less than 20% of the role’s time. Identify opportunities to support Service growth.
• Requires approximately 40% annual travel to domestic and international customer locations, with most travel planned in advance. Travel frequency may increase periodically to support evolving customer and business needs.

Qualifications

YOU MUST HAVE

• 6+ years of experience in the Refining, Petrochemicals and Gas industries.
• Proven expertise in chemical engineering principles and practices
• Strong problem-solving and analytical skills
• Ability to manage and influence others with a demonstrated capability to collaborate with people and organizations while driving results.
• Able to collaborate with cross business units to prioritize actions and resources.
• Provide timely and concise information to others and using clear and thoughtful oral and written communications to influence, negotiate and collaborate effectively
• Able to manage internal work processes through established systems and tools to support the team needs