What are the responsibilities and job description for the Sr. Manager, AERO Technical Support position at honeywell?
Honeywell is hiring a Sr. Manager, AERO Technical
Support to work hybrid schedule (subject to change in 2026) out of
our Phoenix, AZ location. The Sr. Manager, Aero Technical
Support, provides overall management of the technical support we provide to
operators globally for all Honeywell products across all three verticals, ATR,
BGA, D&S. This includes establishing and maintaining the strategy for
this support from skill capability, geographic location and standard process
perspectives.
The Sr. Manager also has direct
technical and business leadership to approximately 10 – 15 Field Service Engineers
(FSE) across the Americas region. This team provides: resolution to technical
inquiries from customers who contact the ATS Hub team via the InContact phone
system and webform cases in Salesforce. In addition, onsite support to select
airlines, deployments to aircraft when required and a technical connection with
operators for proactive support discussions.
This position will provide strategic and tactical leadership to the
organization as well as support SBU & Global Technical Operations (GTO)
leadership. This position will work closely with the overall ATS &
GTO organization and provide the interface between customers and the GTO
organization within C&PS.
Key Responsibilities:
- Provide strategic and tactical leadership of FSEs within the region and coordinate with Market Segment leadership, C&PS leadership, Engineering, and ISC in developing and deploying comprehensive support strategies for Levels I, II and III technical support by ATS.
- Develop & drive an MOS to execute ATS goals for the Americas region while achieving customer satisfaction and accomplishing SBU and product line goals. Coordinate with SBU, C&PS & GTO groups to ensure we have the right coverage, talent, and linkages to optimize functioning of ATS.
- Lead the coordination of Core Teams establishing, measuring and improving the technical support of those systems and products. This includes establishing a robust Knowledge Base to enable the sharing of the knowledge of the entire team amongst themselves and with operators and maintainers.
- Provide frequent (daily & weekly) updates on customer issues via ATS tier meetings, dashboards and RAILs to leadership to collaborate across the internal functions and generate solutions to customers.
- Develop and provide frequent updates on ATS performance to US customers via communication plan, ad hoc meetings in line with SBU and C&PS expectations.
- Develop and execute alignment of ATS with product line strategies developing training needs for the team.
- Execute development and usage of Knowledge Centred Solutions within the ATS team, and its proactive flow down to customers and other functions.
- People management, performance management, & resource management interactions with Sr. Directors and HR on regular and frequent basis.
- Execute existing and develop new IT tools to execute ATS strategies and plans in supporting customer and business needs.
- Drive capture, reporting, and management of field events/customer reliability issues from US ATS team to E&T as necessary.
- Develop monthly MOR review presentations for Sr. Director and the ATS leadership team to provide updates of the region.
- Create cohesive Management Operating System through deployment of common processes/standard work, goals & objectives, performance measurements, and rewards and recognition program.
U.S. PERSON REQUIREMENTS
Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorization
