Innovate to solve the world's most important challenges
As a Technical Support Manager here at Honeywell, you will have the opportunity to manage and lead our Technical Support team, ensuring timely and effective resolution of technical issues and exceeding customer expectations. Your expertise and leadership will drive the success of our technical support operations, optimizing processes and implementing best practices to enhance customer satisfaction. You will report directly to our [title] and you will work out of our Atlanta, GA location on a hybrid work schedule. In this role, you will impact the success and sustainability of Honeywell by strategically managing and resolving technical issues, ensuring customer satisfaction, and driving continuous improvement in our technical support operations.
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally.
Key Responsibilities:
- GDM deployment: Program Manage & Govern Global Technical support NPI/NPE swim lane process across Building Automation covering all GBEs across all regions to drive flawless product launches through 100% quality of functional and non-functional deliverables impacting customer.
- Product Increments roll-out: Define/Refine technical support activities on O&M (Operate & Maintain) product development activities to ensure In-service issues are scoped, resolved, and deployed to the field with 100% quality.
- Support Readiness: Measure & monitor support readiness for the product launches covering NPI and O&M (Operate & Maintain) covering global technical support teams, internal sales, external channel and end users through relevant product trainings working with learning & enablement teams.
- Management Operating System (MOS): Design a methodology that supports working with various regional & global stakeholders - Technical support teams, Engineering, product offering, Program office and Quality teams followed by IF/Then risk analysis arriving at timely mitigation actions.
- Customer Communications: Define and deliver continuous and effective communications and for all internal and external customers or stakeholders to ensure they are regularly informed on technical support deliverables and product changes.
- Functional Highlights: Manage all internal Technical Support communications to be shared with Technical Support, BA CX Leadership, Engineering Leadership and PMO Leadership.
- Scorecard Ownership: Define/Refine the accuracy, completeness, and delivery of the Technical Support Entry-Into-Service Scorecard to cover but not limited to resources, cost, schedule and quality.
- Honeywell Accelerator: Identify and deploy the Accelerator 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.
YOU MUST HAVE
- Bachelor/Master's degree in Electronics or Electrical or Mechanical engineering.
- 5 years' experience in progressively more responsible roles including customer facing and operational roles such as product Design, manufacturing, technical support or related fields.
- 3+ years managerial / supervisory experience including Program Management leading Operations.
- Ability to manage complex issues to meet customer experience expectations.
- Strong, results driven - ability to implement process rigor through organizations.
- Able to effectively analyze complex requirements and hands-on technical experience.
- Responsive, reacts with appropriate urgency & professionalism.
- Demonstrated ability to effectively balance/prioritize issues.
WE VALUE
- Technical Knowledge on BA Products.
- NPI Process, Process on Launching new products into ISC.
- Excellent organization & project management skills.
- An ability to direct, lead, influence and motivate others.
- A strong understanding of business drivers.
- An ability to manage complex situations.
- Comprehensive knowledge of SAP, SFDC, Call Center Telephony and digital transformations.
- Ability to quickly adapt to differing leadership styles across multiple customer business teams.
- Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value-added activities.
- Strong verbal and written communications skills.
- Ability to present complex technical and support issues at peer and executive levels (internal/external customers).
- Collaborate: Build peer relationships across BA to facilitate effective knowledge sharing & avoid duplication of effort.
Additional Information
- JOB ID: HRD228674
- Category: Customer Experience
- Location: 715 Peachtree Street, N.E.,Atlanta,Georgia,30308,United States
- Exempt
Business Services
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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