13 feb
Honeywell
Xico
**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
- 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
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.