Key Responsibilities

• Manage the day-to-day operations of a team of technical resources with various skill sets, focused on support case performance for defined Software Applications:
• Ensure that each customer’s experience meets the high standard of Technical Support, best in class results:
• Each customer has a technical engagement within our published target response and resolution times and that we correctly resolve the reported issue and symptoms.
• Cases are correctly prioritized daily and handled by the most appropriate resource / function within the global organization.
• Customers receive timely communication and status updates on the progress of their case until resolution.
• The customer is satisfied and that the issue has been resolved before the Case is closed (in SFDC).
• Actively driving Knowledge Centered Support (KCS) within the team:
• Ensure compliant usage within the team of Knowledge Base to resolve and document cases
• Manage the creation of new articles (+updating existing articles)
• Actively share knowledge articles with customers, service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
• Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
• Set up and driving Communities of Practice to gather and document knowledge
• Manage product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
• Prepare and review product notifications, in cooperation with the Product Management, Technology & Quality Organizations
• Own and drive the interface with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames
• Drive daily collaboration of the team to manage the entire case backlog effectively and at correct priority:
• Ensure that the Technical Support engineers have the right level of knowledge, expertise, and training (competency management)
• Conduct daily operation reviews and handoffs of essential case data between the poles, applying follow-the-sun principles to speed the resolution of critical cases and to improve response on all case backlogs.
• Conduct global coordination of load and priorities using collaborative HOS techniques. Ensuring continuity of case priorities from multiple locations, passing critical information at end of shift to team members within the 3 poles.
• Prioritize global support activities during the working day “shift” in a “follow-the sun” environment
• The Team Leader is also expected to assist on cases (especially complex cases) to help to balance the load.
• Meet or exceed compliance metrics and associated KPI’s established for case response, case resolution, customer status updates, and customer satisfaction.
• Collaborate across larger Technical Support Organization to manage and drive timely and satisfactory customer case resolution.
• The Team Leader is responsible for a team of direct reports, who together will be responsible for the global case performance. Focus is either “follow-the-sun” delivery of global support or 24x7 for certain business critical product support teams
• Work with the appropriate HPS Technical Support Pole leaders on critical customer escalations, taking a primary role in driving the technical case resolution.

6. Primary owner for CAPEX planning, resource training and development, alpha testing, etc.

Principal Networks & Contact Links

• Internal:
• HCI Technical Support Organization
• Interact with HCI/HPS account teams and project teams.
• Interact with Technology & Product Management.
• Engage in cross-functional Business Teams to drive sound strategies for NPI projects, testing, quality investigations, customer training and other focused activities.
• External:
• Interact directly with end-user customer technical resources and business leaders on complex or escalated support cases.
• Promote Honeywell capabilities and gain VOC during customer events like the Honeywell User Group (HUG) and Customer Webinars

Supervisory Responsibilities

• Direct management of technical support team (12-15) resources
• Typically, responsible for supporting more than one product line

Geographic Scope & Travel Requirements

• Global role in supporting customers using direct-reporting and extended teams.
• Customer escalations may require extended hours for direction and management support of the Technical Support resources working the cases.
• Opportunity to travel globally to engage with customers on site and at events like HUG, to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies.
• Expected travel 10%

Key Performance Measures

• Achieve Service Level Objectives for Response, Frequent Customer Communication and Resolution of reported issues
• Achieve targets for Customer Satisfaction metrics
• Achieve targets for Case Deflection by adherence to principles of Knowledge Centred Support (KCS)
• Post-release defects/issues: reduced escapes over time via increased NPI participation and advocacy, product testing, proactive management of reported issues requiring code changes.
• Team competency – skills matrix and cross-functional depth
• Succession planning for each role/position in place

Education Required

• Bachelor’s Degree - Engineering is preferred

You Must Have

• 5 years experience leading a Technical Support team or equivalent customer service function.
• 15 years experience in a customer service field or a customer relationship management function
• 5 years program or project management experience.
• 5 years of HPD management experience

Technical Skills & Specific Knowledge Required

• Excellent communication and collaborative skills, verbal and written
• Extensive product knowledge of related software products
• Good technical understanding of the usage of the specific software products within the installed base

Behavioural Competencies Required

• Driven by a desire to contribute, be challenged and grow
• Able to influence collaboration and alignment across functions/business groups to implement and drive change
• People management experience
• Ability to think strategically in terms of culture, behavior, business processes and tools
• Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate
• Analytical thinking and decisive judgment:
• Analyse issues and problems systematically
• Gather broad and balanced input
• Draw sound conclusions, translate into timely decisions and actions.
• Must have a drive for results and to make things happen, be proactive.
• Must balance analysis with doing, set high standards for themselves as well as team members, and commit to organizational goals.
• Good networking and collaboration skills, collaborates with others in own unit and across boundaries; acknowledges others' contributions
• Creative, self-motivated, problem-solving skills (thinks outside of the box)
• Strong facilitator, agent of change, and communicator.