What are the responsibilities and job description for the Support Operations Director position at Honeywell?
Senior Technical Support Manager
We are seeking an experienced technical support manager to join our team. In this role, you will be responsible for leading a team of technical support specialists and ensuring that customers receive exceptional service.
Key Responsibilities
- Manage customer escalations and ensure timely resolution
- Provide leadership and direction to the support team
- Establish team goals and objectives in alignment with regional and global support regular 1:1 meetings, manage performance reviews, and support career development opportunities for team members
- Oversee case management in Salesforce, ensuring thorough tracking and professional communication with customers
- Ensure adherence to established support procedures and best practices for efficient case resolution and positive customer experiences
- Recruit, onboard, and develop support team members, fostering a collaborative and motivated work environment
- Build strong relationships with other support teams, internal departments, and leadership to drive continuous improvements
- Identify and address inter-departmental workflow challenges to enhance efficiency and remote employee schedules, budgets, training plans, and performance
Requirements
- 5 years related job experience in a customer, technical, or field support role with at least 2 years spent in a technical support team lead capacity for complex software applications and server hardware
- Demonstrated success in managing customer support teams within a technology or service-oriented leadership, coaching, and interpersonal skills with the ability to motivate and develop high-performing teams
- Expertise in customer service management and best practices for delivering exceptional customer experiences
- Excellent verbal and written communication skills, with the ability to interact effectively at all organizational levels
- Proven ability to manage multiple priorities in a fast-paced, high-pressure environment
- Experience with remote team leadership and support center with support tools such as Salesforce, knowledge base management systems, and customer service metrics
- Proficiency in Microsoft Office products including Outlook, Word, Excel, and PowerPoint
About Honeywell
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization.
We are seeking an experienced technical support manager to join our team. In this role, you will be responsible for leading a team of technical support specialists and ensuring that customers receive exceptional service.
Key Responsibilities
- Manage customer escalations and ensure timely resolution
- Provide leadership and direction to the support team
- Establish team goals and objectives in alignment with regional and global support regular 1:1 meetings, manage performance reviews, and support career development opportunities for team members
- Oversee case management in Salesforce, ensuring thorough tracking and professional communication with customers
- Ensure adherence to established support procedures and best practices for efficient case resolution and positive customer experiences
- Recruit, onboard, and develop support team members, fostering a collaborative and motivated work environment
- Build strong relationships with other support teams, internal departments, and leadership to drive continuous improvements
- Identify and address inter-departmental workflow challenges to enhance efficiency and remote employee schedules, budgets, training plans, and performance
Requirements
- 5 years related job experience in a customer, technical, or field support role with at least 2 years spent in a technical support team lead capacity for complex software applications and server hardware
- Demonstrated success in managing customer support teams within a technology or service-oriented leadership, coaching, and interpersonal skills with the ability to motivate and develop high-performing teams
- Expertise in customer service management and best practices for delivering exceptional customer experiences
- Excellent verbal and written communication skills, with the ability to interact effectively at all organizational levels
- Proven ability to manage multiple priorities in a fast-paced, high-pressure environment
- Experience with remote team leadership and support center with support tools such as Salesforce, knowledge base management systems, and customer service metrics
- Proficiency in Microsoft Office products including Outlook, Word, Excel, and PowerPoint
About Honeywell
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization.
