Director Technical Support Americas
Honeywell
Driving Infinite Possibilities Within A Diversified, Global Organization
Regional Excellence:
Strategy Deployment:
Honeywell Accelerator:
Stake holder Management:
Build a World Class Technical Support Team
WE VALUE
Additional Information
Customer Experience (GLOBAL)
Regional Excellence:
- Define customer centric tiered escalation model that ensures continuity of customer contact and swift resolution.
- Personalize technical support journey for customers to differentiate between training issue and true tech support need
- Become operationally embedded with the "Z21" new product introduction (NPI) process to ensure readiness of team
- Achieve strategic KPI and other metric targets.
- Partner with Finance to ensure complete and accurate measurement for tech support revenues and expenses
- Ensure deliverables and key milestones are achieved resulting in the expected outcome.
Strategy Deployment:
- Work with Honeywell Corporate CX to define and implement tech support maturity model, track progress against
- Specifically focus on creating a subscription based technical support program that provides great value for money.
- Proactively develops solutions to attain short term and long-term Technical Support strategic objectives.
- Leverage X-Matrix, A3, and RAIL Management for Technical Support
- Incorporate feedback from offering leaders and other key product / solutions stakeholder into the tech support strategy
Honeywell Accelerator:
- Identify and deploy the GDM Elements most applicable to technical support.
- Primarily focused on Tiered Accountability, Continuous Improvement, Leadership Standardized Work, and Process Standardization.
- Lead change initiatives and drive process excellence in cross cultural environments.
Stake holder Management:
- Deploy Management operating system inclusive of regional & global stakeholders - Engineering, Regional sales, product offering, Quality, Service teams and Field Technical Support.
- Design and operationalize customer feedback capture mechanism from tech support touch points as input for R&D
- Partner with internal stakeholders- customer marketing teams & offering on all customer communications related to technical support
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
- Master's degree, or equivalent. Extensive experience in the field.
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 excellent leadership skills
- Strong business acumen, and strategic mindset
Additional Information
- JOB ID: req439937
- Category: Customer Experience
- Location: Av. Eje 5 Norte number 990,Mexico City,CIUDAD DE MEXICO,02230,Mexico
- Exempt
Customer Experience (GLOBAL)
JOB SUMMARY
Director Technical Support AmericasHoneywell
Cuauhtémoc
11 days ago
N/A
Full-time