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