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Product Technical Support Director - Americas

Honeywell International

Honeywell International

IT, Product, Customer Service
Mexico City, Mexico
Posted on Friday, June 7, 2024

Driving Infinite Possibilities Within A Diversified, Global Organization

Product Support

  • Develop and lead team to provide world class product support for technical issues.
  • Become operationally embedded with new product development process to ensure readiness of team for supporting customers and driving flawless product launch.
  • Collaborate with engineering and quality to drive product investigations to drive accelerated product resolutions.

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
  • 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.

Stakeholder 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

YOU MUST HAVE

  • Master's degree, or equivalent. Extensive experience in the field.
  • Strong Experience in new product introduction for products with Hardware, Firmware and Software.
  • Experience in product design and testing.

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 (optional)
  • Good administration skills
  • Demonstrated excellent leadership skills
  • Strong business acumen, and strategic mindset

Additional Information

  • JOB ID: req448880
  • Category: Customer Experience
  • Location: Av. Eje 5 Norte number 990,Mexico City,CIUDAD DE MEXICO,02230,Mexico
  • Exempt