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.
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:
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
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.