Job description
driving infinite possibilities within a diversified, global organization
product support
1. develop and lead team to provide world class product support for technical issues.
2. become operationally embedded with new product development process to ensure readiness of team for supporting customers and driving flawless product launch.
3. collaborate with engineering and quality to drive product investigations to drive accelerated product resolutions.
regional excellence
4. define customer centric tiered escalation model that ensures continuity of customer contact and swift resolution.
5. personalize technical support journey for customers to differentiate between training issue and true tech support need
6. achieve strategic kpi and other metric targets.
7. partner with finance to ensure complete and accurate measurement for tech support revenues and expenses
8. ensure deliverables and key milestones are achieved resulting in the expected outcome.
strategy deployment
9. work with honeywell corporate cx to define and implement tech support maturity model, track progress against
10. specifically focus on creating a subscription based technical support program that provides great value for money.
11. proactively develops solutions to attain short term and long-term technical support strategic objectives.
12. leverage x-matrix, a3, and rail management for technical support
13. incorporate feedback from offering leaders and other key product / solutions stakeholder into the tech support strategy
honeywell accelerator
14. identify and deploy the gdm elements most applicable to technical support.
15. primarily focused on tiered accountability, continuous improvement, leadership standardized work, and process standardization.
16. lead change initiatives and drive process excellence in cross cultural environments.
stakeholder management
17. deploy management operating system inclusive of regional & global stakeholders – engineering, regional sales, product offering, quality, service teams and field technical support.
18. design and operationalize customer feedback capture mechanism from tech support touch points as input for r&d
19. partner with internal stakeholders, customer marketing teams & offering on all customer communications related to technical support
build a world class technical support team
20. culture: create customer centric culture across team by helping to bring differentiated customer experiences to life.
21. recruit: develop a recruitment strategy for tech support team, being thoughtful on where to locate each role.
22. train: collaborate with learning and enablement to ensure technical proficiency meets standards
23. lead: set direction and provide oversight, coaching, management, and leadership for the team
24. develop: formalize career paths and progressions at key hubs, link to performance develop development plans
25. engage: mentor, motivate, and develop staff and serve as a resource to them to facilitate professional development
26. collaborate: build peer relationships across hbt tofacilitate effective knowledge sharing & avoid duplication of effort
you must have
27. master's degree, or equivalent. Extensive experience in the field.
28. strong experience in new product introduction for products with hardware, firmware and software.
29. experience in product design and testing.
we value
30. extensive customer facing experience.
31. experience in the industry is preferred.
32. excellent interpersonal and verbal & written communication skills
33. strong continuous improvement mindset, strong leadership impact
34. experience with and sharepoint
35. demonstrated experience with knowledge management & call center management (optional)
36. good administration skills
37. demonstrated excellent leadership skills
38. strong business acumen, and strategic mindset