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Honeywell Security & Fire Technical Support Leader - Americas in Northford, Connecticut

The future is what you make it.

When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why all of our employees enjoy access to dynamic career opportunities across different fields and industries.

Are you ready to help us make the future?

Provide reliable technical assistance to internal and external customers. You will ensure professional coverage of Technical Support Helpdesk. You will drive focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will use your influence to expedite complicated cases. You will develop broad understanding of customer needs. You will drive the knowledge-sharing mindset, methodology, and tools. You will develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues across teams.

Key Responsibilities

  • Provide direct leadership of the US based Fire & Security Technical Support organization

  • Achieve strategic KPI and other metric targets

  • Create compelling technical support offerings to be marketed and sold to customers to drive loyalty and revenue

  • Identify and create new service offerings based on demand, market trends, and existing capabilities

  • Increase technical support billability in a steadfast and thoughtful manner

  • Design and operationalize VoC as a mechanism from tech support touch points as input for R&D

  • Identify a mechanism and approach that will inspire and lead customers to become a promoter of the Digital Support platforms, increasing the adoption and capturing VoC.

  • Pareto (analyze) Service Offering SKUs that are performing, and an action plan for under performers

  • Operational Efficiency: Census, Requisition, Job Standardization management. Ensuring reporting for Technical Support is at an EID level while performing on-going audits

  • Honeywell Operating System (HOS): Identify and deploy the HOS Elements most applicable to Customer Experience.

  • Primarily focused on Tiered Accountability, Continuous Improvement, Leadership Standardized Work, and Process Standardization. Lead change initiatives and drive process excellence in cross cultural environments

  • Ensure the standardization and sustained functionality of Tools and Systems

  • Align with Technical Support Leaders to identify best practices, lessons learned, and technological (CRM, IVR, Self-Service) opportunities

  • Become operationally embedded with the “Z21” new product introduction (NPI) process to ensure readiness

  • Partner directly with the CX Product Quality Organization to identify potential risks mitigation plans around NPI and ensure Technical Support has product and training well in advance of product launch.

Build a World Class Technical Support Team

  • Culture: Create customer centric culture across team by helping to bring differentiated customer experiences to life.

  • Recruit: Develop a recruitment strategy for tech support team, being thoughtful on where to locate each role.

  • Train: Collaborate with Learning and Enablement to ensure technical proficiency meets standards

  • Lead: Set direction and provide oversight, coaching, management, and leadership for the team

  • Develop: Formalize career paths and progressions at key hubs, link to performance develop development plans

  • Engage: Mentor, motivate, and develop staff and serve as a resource to them to facilitate professional development

  • Collaborate: Build peer relationships across HBT to facilitate effective knowledge sharing & avoid duplication of effort

Compensation & Benefits:

Non-Incentive Eligible

Salary Range: $76,200 - $114,000

For benefits information please visit https://careers.honeywell.com/us/en/honeywell-benefits. Current employees may visit HR Direct.

YOU MUST HAVE

  • 5+ years of Regional or Global Leadership experience

  • 5+ years of Technical Support and or Contact Center experience

  • 3+ years working with and leading teams in multiple businesses

  • 3+ years delivering service offerings to market and digital self-service transformation

WE VALUE

  • Extensive customer facing experience

  • Experience in the industry is preferred

  • Excellent interpersonal and verbal & written communication skills

  • Strong continuous improvement mindset, strong leadership impact

  • Experience with Salesforce.com and SharePoint

  • Demonstrated experience with Knowledge Management & Call Center Management

  • Good administration skills

  • Demonstrated management skills

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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