Customer Engagement & Service Solutions

The Customer Engagement & Service Solutions Manager is responsible for defining structuring and enabling the services business within Honeywell Life Science ensuring that services are translated into clear scalable and commercially viable offerings.

The role operates as the bridge between customers sales and service strategy leading a team of Customer Engagement Managers to drive high-quality customer interactions while converting demand into productised service solutions.

The role is the critical bridge between the operations organisation and our sales organisation and ensures that:

• Services are clearly defined packaged and positioned
• Sales teams are equipped to effectively sell service offerings with the support of the CEM
• Customer insights are continuously translated into new and improved service offerings
• Service propositions are clearly created for opportunities in a timely way and supported to the close.

• Lead and develop a team of Customer Engagement Managers responsible for frontend customer engagement and opportunity development
• Ensure consistent high-quality customer interactions that generate service opportunities particularly around QMS and digital quality solutions
• Support strategic accounts by participating in senior-level customer discussions on service concepts value and scope
• Act as a key partner to the sales organisation by:
  • Supporting complex opportunities and strategic pursuits
  • Delivering presentations and workshops (remote and face-to-face)
• Enable sales teams with:
  • Clear articulation of service value propositions
  • Supporting materials and messaging aligned to service offerings

• Define and evolve the service offering portfolio ensuring alignment with customer demand and business priorities
• Translate customer needs and market signals into:
  • Structured service offerings
  • Clearly defined scopes deliverables and outcomes
• Lead the productization of services moving from bespoke delivery to repeatable scalable offerings
• Develop pricing frameworks and commercial models for service offerings in collaboration with commercial stakeholders
• Establish a coherent service catalogue that can be consistently positioned and sold across the organisation

• Conduct customer interviews research and feedback loops to understand evolving service needs
• Act as the voice of the customer within the organisation ensuring offerings reflect real buying behaviours
• Identify gaps in current service capability and propose new offerings or enhancements
• Monitor market trends and competitor activity to inform the service strategy and positioning

• Participate in management team discussions to define priorities performance and investment in the service portfolio
• Establish visibility of:
  • Service pipeline
  • Offering performance
  • Adoption across sales teams
• Ensure alignment between:
  • Service offerings
  • Sales strategy
  • Product and platform capabilities (e.g. TWQ)
• Collaborate with delivery teams to ensure offerings remain practical and implementable without owning execution

• Chief Operating Officer (Direct Report) strategic direction priorities and commercial alignment
• Sales organisation opportunity development service positioning and deal support
• Customers service discussions demand validation and feedback
• HLS Leadership team portfolio prioritisation governance and strategy input
• Delivery teams feedback on feasibility and execution insights
• Offering Manager / CTO (where relevant) alignment with broader offering and technology direction

• Strong experience in services consulting pre-sales or offering/product management roles
• Proven ability to define structure and commercialise service offerings
• Experience working in QMS SaaS enterprise software or life science environments preferred
• Experience working within Pharma or Life Science
• Strong commercial acumen including experience shaping value propositions and pricing approaches
• Demonstrated ability to work across sales and customer-facing environments supporting complex deals
• Excellent communication and presentation skills with credibility at senior customer levels
• Experience operating in matrix organisations influencing without direct authority
• Track record of translating customer needs into scalable offerings or solutions

Our Offer

• A culture that fosters inclusion diversity and innovation in an international work environment
• An opportunity to operate both tactically and strategically working closely with senior functional and business leadership
• Experienced leaders and mentoring to support your professional development

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion colour national origin gender sexual orientation age marital status veteran status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform crucial job functions and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers innovators dreamers and doers who make the things that make the future!

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