Sr Cust Supp Mgt Professional
Honeywell
Sr Cust Supp Mgt Professional
Job Description
Sr Customer Support Management Professional
Location: International (Hybrid Workplace)
Overview
Honeywell is a Fortune 100 company that invents and manufactures technologies to address some of the world’s toughest challenges in energy, safety, security, air and space travel. We are seeking a Sr Customer Support Management Professional to join our global team. In this critical role, you will lead customer support strategies for our aerospace, building technologies, and performance materials divisions, ensuring exceptional service delivery across international markets. Reporting to the Director of Customer Success, you will drive operational excellence, optimize support processes, and foster long-term customer relationships in a hybrid work environment that blends collaboration and flexibility.
Key Responsibilities
- Develop and implement comprehensive customer support strategies that align with Honeywell’s business objectives, managing a team of support specialists to achieve 95%+ customer satisfaction scores.
- Oversee global support operations, including tiered escalation processes, knowledge base management, and 24/7 coverage for international clients in EMEA, APAC, and Americas regions.
- Analyze customer feedback and performance metrics using tools like Salesforce and Tableau to identify trends, reduce resolution times by 20%, and proactively address potential issues.
- Collaborate with cross-functional teams—including product management, engineering, and sales—to resolve complex technical issues and enhance product supportability.
- Lead initiatives for support automation, such as AI-driven chatbots and self-service portals, resulting in cost savings and improved efficiency.
- Manage vendor relationships and SLAs for outsourced support services, ensuring compliance with ISO 9001 standards and regulatory requirements.
- Drive continuous improvement through root cause analysis, training programs, and KPI dashboards to elevate support maturity.
What Makes This Role Exciting
This position offers the chance to shape customer experiences at a global scale, leveraging cutting-edge technologies like IoT and predictive analytics in Honeywell’s innovative ecosystem. You’ll work with diverse international teams, influence strategic decisions, and contribute to sustainability goals by minimizing downtime in mission-critical applications. With hybrid flexibility, professional growth opportunities, and exposure to Fortune 100 leadership, this role is perfect for a seasoned professional passionate about customer-centric innovation. Join us to make the future smarter, safer, and more connected.
Locations
- 4th & 5th & 7th Floor, Sangam IT Tower, B4-4 Sangam-dong DMC, Mapo-gu, , Korea, ST, KR 03922
- Ulsan-Si, Korea, KR
- 464-5, Moogeo-dong, Nam-gu, Ulsan city, , Ulsan, ULS, KR 680-190
Salary
60,000 - 120,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Expertise in CRM platforms (Salesforce, Zendesk)intermediate
- Proficiency in data analytics tools (Tableau, Power BI)intermediate
- Strong leadership and team management skillsintermediate
- Excellent communication and stakeholder management abilitiesintermediate
- Knowledge of IT service management frameworks (ITIL, COBIT)intermediate
- Experience with support automation and AI technologiesintermediate
- Multilingual capabilities (English + one additional language preferred)intermediate
- Problem-solving in high-pressure, technical environmentsintermediate
- Project management skills (Agile/Scrum)intermediate
- Customer-centric mindset with empathy and resilienceintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Engineering, Information Technology, or a related field (experience)
- 7+ years of experience in customer support management, preferably in technology, aerospace, or manufacturing industries (experience)
- Proven track record of leading global support teams and achieving high CSAT/NPS scores (experience)
- Experience with CRM systems such as Salesforce or ServiceNow in a multinational environment (experience)
- Strong understanding of ITIL frameworks and customer support best practices (experience)
- Ability to travel internationally up to 25% as needed (experience)
Preferred Qualifications
- Master's degree in Business Administration or Operations Management (experience)
- Certifications such as ITIL Expert, CCSP, or Six Sigma Black Belt (experience)
- Experience in supporting IoT, SaaS, or industrial automation products (experience)
Responsibilities
- Design and execute customer support strategies to enhance satisfaction and retention across international markets
- Lead a team of 10-15 support professionals, providing coaching, performance management, and career development
- Monitor and report on key metrics including MTTR, FCR, and escalation rates using advanced analytics tools
- Collaborate with product and engineering teams to prioritize support-driven enhancements and bug fixes
- Implement scalable support solutions like AI chatbots and self-service knowledge bases to reduce ticket volume
- Conduct customer health checks and executive business reviews to identify upsell opportunities
- Ensure compliance with global data privacy regulations (GDPR, CCPA) in all support operations
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) retirement plan with generous company matching
- general: Professional development programs and tuition reimbursement
- general: Flexible hybrid work model with wellness allowances
- general: Paid time off, parental leave, and employee assistance programs
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Answer 10 quick questions to check your fit for Sr Cust Supp Mgt Professional @ Honeywell.
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Sr Cust Supp Mgt Professional
Honeywell
Sr Cust Supp Mgt Professional
Job Description
Sr Customer Support Management Professional
Location: International (Hybrid Workplace)
Overview
Honeywell is a Fortune 100 company that invents and manufactures technologies to address some of the world’s toughest challenges in energy, safety, security, air and space travel. We are seeking a Sr Customer Support Management Professional to join our global team. In this critical role, you will lead customer support strategies for our aerospace, building technologies, and performance materials divisions, ensuring exceptional service delivery across international markets. Reporting to the Director of Customer Success, you will drive operational excellence, optimize support processes, and foster long-term customer relationships in a hybrid work environment that blends collaboration and flexibility.
Key Responsibilities
- Develop and implement comprehensive customer support strategies that align with Honeywell’s business objectives, managing a team of support specialists to achieve 95%+ customer satisfaction scores.
- Oversee global support operations, including tiered escalation processes, knowledge base management, and 24/7 coverage for international clients in EMEA, APAC, and Americas regions.
- Analyze customer feedback and performance metrics using tools like Salesforce and Tableau to identify trends, reduce resolution times by 20%, and proactively address potential issues.
- Collaborate with cross-functional teams—including product management, engineering, and sales—to resolve complex technical issues and enhance product supportability.
- Lead initiatives for support automation, such as AI-driven chatbots and self-service portals, resulting in cost savings and improved efficiency.
- Manage vendor relationships and SLAs for outsourced support services, ensuring compliance with ISO 9001 standards and regulatory requirements.
- Drive continuous improvement through root cause analysis, training programs, and KPI dashboards to elevate support maturity.
What Makes This Role Exciting
This position offers the chance to shape customer experiences at a global scale, leveraging cutting-edge technologies like IoT and predictive analytics in Honeywell’s innovative ecosystem. You’ll work with diverse international teams, influence strategic decisions, and contribute to sustainability goals by minimizing downtime in mission-critical applications. With hybrid flexibility, professional growth opportunities, and exposure to Fortune 100 leadership, this role is perfect for a seasoned professional passionate about customer-centric innovation. Join us to make the future smarter, safer, and more connected.
Locations
- 4th & 5th & 7th Floor, Sangam IT Tower, B4-4 Sangam-dong DMC, Mapo-gu, , Korea, ST, KR 03922
- Ulsan-Si, Korea, KR
- 464-5, Moogeo-dong, Nam-gu, Ulsan city, , Ulsan, ULS, KR 680-190
Salary
60,000 - 120,000 USD / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Expertise in CRM platforms (Salesforce, Zendesk)intermediate
- Proficiency in data analytics tools (Tableau, Power BI)intermediate
- Strong leadership and team management skillsintermediate
- Excellent communication and stakeholder management abilitiesintermediate
- Knowledge of IT service management frameworks (ITIL, COBIT)intermediate
- Experience with support automation and AI technologiesintermediate
- Multilingual capabilities (English + one additional language preferred)intermediate
- Problem-solving in high-pressure, technical environmentsintermediate
- Project management skills (Agile/Scrum)intermediate
- Customer-centric mindset with empathy and resilienceintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Engineering, Information Technology, or a related field (experience)
- 7+ years of experience in customer support management, preferably in technology, aerospace, or manufacturing industries (experience)
- Proven track record of leading global support teams and achieving high CSAT/NPS scores (experience)
- Experience with CRM systems such as Salesforce or ServiceNow in a multinational environment (experience)
- Strong understanding of ITIL frameworks and customer support best practices (experience)
- Ability to travel internationally up to 25% as needed (experience)
Preferred Qualifications
- Master's degree in Business Administration or Operations Management (experience)
- Certifications such as ITIL Expert, CCSP, or Six Sigma Black Belt (experience)
- Experience in supporting IoT, SaaS, or industrial automation products (experience)
Responsibilities
- Design and execute customer support strategies to enhance satisfaction and retention across international markets
- Lead a team of 10-15 support professionals, providing coaching, performance management, and career development
- Monitor and report on key metrics including MTTR, FCR, and escalation rates using advanced analytics tools
- Collaborate with product and engineering teams to prioritize support-driven enhancements and bug fixes
- Implement scalable support solutions like AI chatbots and self-service knowledge bases to reduce ticket volume
- Conduct customer health checks and executive business reviews to identify upsell opportunities
- Ensure compliance with global data privacy regulations (GDPR, CCPA) in all support operations
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) retirement plan with generous company matching
- general: Professional development programs and tuition reimbursement
- general: Flexible hybrid work model with wellness allowances
- general: Paid time off, parental leave, and employee assistance programs
Tags & Categories
Answer 10 quick questions to check your fit for Sr Cust Supp Mgt Professional @ Honeywell.
Related Books and Jobs