What are the responsibilities and job description for the Senior Customer Support Management Professional position at honeywell2-pilot?
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The Customer Support Program Manager will be responsible for driving a high-quality customer experience for our defense customers. This role requires complex problem-solving skills and the ability to influence across multiple functions outside and within C&PS. This role will report directly to the Sr. Customer & Product Support Director for the Defense Systems team and support assigned defense customers.
The CSPM is responsible for leading cross-functional program teams to drive customer experience (CX). Responsibilities include aftermarket fleet management activities and overall customer support for defense customers. Additional activities may include Entry Into Service (EIS), reliability monitoring, and identifying and championing in-service product issue projects for fielded products. CSPM's are the customer’s advocate and actively coordinate with the SBU, multiple functions and customers to ensure that our platform-wide products are supported in a timely, efficient, and effective manner. The CSPM will be responsible for promoting C&PS strategies and processes that support the C&PS vision, grow our business, and provide solutions to widespread issues that improve customer experience. The individual will partner with other CSPMs, all C&PS functions, business leaders, ISC, Quality, Engineering and GBE.
Key Responsibilities include, but are not limited to:
- Ability to lead and influence across functional organizations to achieve customer and Honeywell objectives.
- Ability to solve complex issues and drive to resolution under minimum supervision.
- Demonstrate the ability to develop a strong cross-functional network and MOS.
- Establish and maintain the channels of communication necessary to assure timely customer and business awareness of progress for customer issue resolution and/or projects.
- Lead detailed program reviews with internal and external Senior Leadership related to C&PS content and issues.
- Successfully leads and execute Entry Into Service for IPDS and IRB programs
- Accurately scope length and difficulty of tasks and projects; set objective and goals; organize work into process steps; develop schedules and task/people assignments.
- Anticipate and adjust for problems and roadblocks.
- Successfully mitigate program risk; measure performance against goals and evaluate results.
- Maintain relationships with assigned customers through written communications, meetings, program reviews and periodic visits, as applicable.
- Must maintain the ability for quick response and aggressive implementation of corrective action plans to address specific customer needs and issues.
- Coordinate with internal teams/functions (CBT, GCE, GTO, etc.) to provide an integrated Honeywell response to customer issues.
- Lead change management communication as it relates to business policies and systemic process changes
- Lead and influence across functional organizations to achieve customer and Honeywell objectives
- Educate, train, and promote utilization of customer self-service tools
Key Responsibilities Summary
- Customer Support
- Manage Large Scale Projects
- Strategic Project Planning
- Lead Cross-Functional Teams
