Director Technical Support Americas

Driving Infinite Possibilities Within A Diversified, Global Organization

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
• Become operationally embedded with the “Z21” new product introduction (NPI) process to ensure readiness of team
• 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.

Stake holder 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 performancedevelop 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.

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
• Good administration skills
• Demonstrated excellent leadership skills
• Strong business acumen, and strategic mindset

Additional Information

• JOB ID:
  req439937
• Category:
  Customer Experience
• Location:
  Av. Eje 5 Norte number 990,Mexico City,CIUDAD DE MEXICO,02230,Mexico
• Exempt

Customer Experience (GLOBAL)
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