Sr Customer Support Management Professional
Honeywell
Sr Customer Support Management Professional
Job Description
Sr Customer Support Management Professional
Location: United States (Remote)
Overview
Join Honeywell, a Fortune 100 leader in aerospace, building technologies, performance materials, and safety solutions, in delivering world-class customer support. As a Sr Customer Support Management Professional, you will lead and develop a high-performing team of Field Service Engineers (FSEs), ensuring exceptional service delivery to our customers. Reporting directly to the SPOT and Parts Leader, you will remotely collaborate with FSE teams supporting key sites in Torrance, CA; Broomfield, CO; and Houston, TX. This role is pivotal in driving customer satisfaction, operational efficiency, and strategic growth in our field service operations.
Key Responsibilities
- Manage and mentor a team of Field Service Engineers, conducting performance reviews, skill development programs, and succession planning to build a resilient support workforce.
- Develop and execute customer support strategies that enhance satisfaction metrics, reduce response times, and increase service contract renewals.
- Optimize resource allocation across regions, utilizing data analytics to forecast demand, schedule deployments, and minimize downtime for critical customer assets.
- Drive operational excellence by implementing process improvements, standardizing service protocols, and leveraging Honeywell's digital tools for predictive maintenance.
- Collaborate with cross-functional teams, including sales, product management, and supply chain, to align field support with business objectives and customer needs.
- Monitor key performance indicators (KPIs) such as first-time fix rates, customer NPS scores, and service profitability, reporting insights to senior leadership.
- Foster a culture of safety, continuous improvement, and innovation within the team, ensuring compliance with industry regulations and Honeywell standards.
What Makes This Role Exciting
This position offers the chance to shape the future of customer support at Honeywell, impacting global operations in high-tech industries like aerospace and energy. Enjoy full remote flexibility while influencing strategic decisions, leading talented professionals, and contributing to innovative solutions that keep customers mission-ready. With Honeywell's unparalleled resources, career growth opportunities, and commitment to innovation, you'll thrive in a dynamic environment that values leadership and results. If you're passionate about customer excellence and team development, this is your opportunity to make a lasting impact.
Summary
Great Opportunity at Honeywell! As a Sr Customer Support Management Professional here at Honeywell, you will be responsible for managing and developing a Field Service Engineer (FSE) team, ensuring that our customers receive exceptional service and support throughout their journey with us. Your role will involve developing and implementing strategies to improve customer satisfaction, driving operational excellence, and optimizing resource allocation. You will report directly to the SPOT and Parts Leader and remotely work with FSEs near our Torrance CA, Broomfield, CO, or Houston, TX locations.
Locations
- 2525 W 190th St., , Torrance, CA, US 90504 (Remote)
- Houston, TX, US
- Broomfield, CO, US
- 2101 CityWest Blvd, , Houston, TX, US 77042
- 303 S. Technology Ct., , Broomfield, CO, US 80021
- 7535 8th Street, Bldg. 820 Bay B Hill Air Force Base, , Clearfield, UT, US 84056
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 field service management software (e.g., Salesforce Service Cloud, SAP Field Service)intermediate
- Proficiency in data analytics tools (e.g., Tableau, Power BI) for performance metricsintermediate
- Strong leadership and team development skillsintermediate
- Excellent communication and stakeholder management abilitiesintermediate
- Knowledge of aerospace or industrial equipment maintenance and troubleshootingintermediate
- Project management skills with Agile or Six Sigma methodologiesintermediate
- Customer-centric mindset with experience improving NPS and satisfaction scoresintermediate
- Remote team management and virtual collaboration tools (e.g., Microsoft Teams, Zoom)intermediate
- Problem-solving and decision-making under pressureintermediate
Required Qualifications
- Bachelor's degree in Engineering, Business Administration, or a related technical field (experience)
- 7+ years of experience in field service management, customer support, or technical services within aerospace, industrial, or manufacturing industries (experience)
- Proven track record of managing remote or distributed teams of service engineers (experience)
- Experience with service operations metrics, CRM systems, and resource optimization tools (experience)
- Strong understanding of field service processes, including preventive maintenance and troubleshooting (experience)
- Ability to travel occasionally (up to 25%) to key sites in CA, CO, or TX (experience)
Preferred Qualifications
- Master's degree in Business Administration or Engineering Management (experience)
- Certifications such as Certified Service Manager (CSM) or Six Sigma Green Belt (experience)
- Experience in aerospace or energy sectors with knowledge of SPOT (Service Parts Optimization Tools) systems (experience)
Responsibilities
- Recruit, train, and develop a team of Field Service Engineers to deliver top-tier customer support
- Design and implement strategies to boost customer satisfaction and loyalty through proactive service initiatives
- Analyze service data to optimize resource allocation, scheduling, and inventory management for FSE teams
- Lead continuous improvement projects using Lean methodologies to enhance operational efficiency
- Partner with regional leaders in Torrance, CA; Broomfield, CO; and Houston, TX to ensure seamless field operations
- Monitor and report on KPIs, identifying trends and recommending actions to SPOT and Parts leadership
- Ensure team adherence to safety protocols, regulatory compliance, and Honeywell's quality standards
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance with low premiums
- general: 401(k) retirement plan with generous company matching
- general: Professional development programs, tuition reimbursement, and leadership training
- general: Flexible remote work with work-life balance initiatives
- general: Paid time off, parental leave, and employee assistance programs
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Answer 10 quick questions to check your fit for Sr Customer Support Management Professional @ Honeywell.
Related Books and Jobs
Sr Customer Support Management Professional
Honeywell
Sr Customer Support Management Professional
Job Description
Sr Customer Support Management Professional
Location: United States (Remote)
Overview
Join Honeywell, a Fortune 100 leader in aerospace, building technologies, performance materials, and safety solutions, in delivering world-class customer support. As a Sr Customer Support Management Professional, you will lead and develop a high-performing team of Field Service Engineers (FSEs), ensuring exceptional service delivery to our customers. Reporting directly to the SPOT and Parts Leader, you will remotely collaborate with FSE teams supporting key sites in Torrance, CA; Broomfield, CO; and Houston, TX. This role is pivotal in driving customer satisfaction, operational efficiency, and strategic growth in our field service operations.
Key Responsibilities
- Manage and mentor a team of Field Service Engineers, conducting performance reviews, skill development programs, and succession planning to build a resilient support workforce.
- Develop and execute customer support strategies that enhance satisfaction metrics, reduce response times, and increase service contract renewals.
- Optimize resource allocation across regions, utilizing data analytics to forecast demand, schedule deployments, and minimize downtime for critical customer assets.
- Drive operational excellence by implementing process improvements, standardizing service protocols, and leveraging Honeywell's digital tools for predictive maintenance.
- Collaborate with cross-functional teams, including sales, product management, and supply chain, to align field support with business objectives and customer needs.
- Monitor key performance indicators (KPIs) such as first-time fix rates, customer NPS scores, and service profitability, reporting insights to senior leadership.
- Foster a culture of safety, continuous improvement, and innovation within the team, ensuring compliance with industry regulations and Honeywell standards.
What Makes This Role Exciting
This position offers the chance to shape the future of customer support at Honeywell, impacting global operations in high-tech industries like aerospace and energy. Enjoy full remote flexibility while influencing strategic decisions, leading talented professionals, and contributing to innovative solutions that keep customers mission-ready. With Honeywell's unparalleled resources, career growth opportunities, and commitment to innovation, you'll thrive in a dynamic environment that values leadership and results. If you're passionate about customer excellence and team development, this is your opportunity to make a lasting impact.
Summary
Great Opportunity at Honeywell! As a Sr Customer Support Management Professional here at Honeywell, you will be responsible for managing and developing a Field Service Engineer (FSE) team, ensuring that our customers receive exceptional service and support throughout their journey with us. Your role will involve developing and implementing strategies to improve customer satisfaction, driving operational excellence, and optimizing resource allocation. You will report directly to the SPOT and Parts Leader and remotely work with FSEs near our Torrance CA, Broomfield, CO, or Houston, TX locations.
Locations
- 2525 W 190th St., , Torrance, CA, US 90504 (Remote)
- Houston, TX, US
- Broomfield, CO, US
- 2101 CityWest Blvd, , Houston, TX, US 77042
- 303 S. Technology Ct., , Broomfield, CO, US 80021
- 7535 8th Street, Bldg. 820 Bay B Hill Air Force Base, , Clearfield, UT, US 84056
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 field service management software (e.g., Salesforce Service Cloud, SAP Field Service)intermediate
- Proficiency in data analytics tools (e.g., Tableau, Power BI) for performance metricsintermediate
- Strong leadership and team development skillsintermediate
- Excellent communication and stakeholder management abilitiesintermediate
- Knowledge of aerospace or industrial equipment maintenance and troubleshootingintermediate
- Project management skills with Agile or Six Sigma methodologiesintermediate
- Customer-centric mindset with experience improving NPS and satisfaction scoresintermediate
- Remote team management and virtual collaboration tools (e.g., Microsoft Teams, Zoom)intermediate
- Problem-solving and decision-making under pressureintermediate
Required Qualifications
- Bachelor's degree in Engineering, Business Administration, or a related technical field (experience)
- 7+ years of experience in field service management, customer support, or technical services within aerospace, industrial, or manufacturing industries (experience)
- Proven track record of managing remote or distributed teams of service engineers (experience)
- Experience with service operations metrics, CRM systems, and resource optimization tools (experience)
- Strong understanding of field service processes, including preventive maintenance and troubleshooting (experience)
- Ability to travel occasionally (up to 25%) to key sites in CA, CO, or TX (experience)
Preferred Qualifications
- Master's degree in Business Administration or Engineering Management (experience)
- Certifications such as Certified Service Manager (CSM) or Six Sigma Green Belt (experience)
- Experience in aerospace or energy sectors with knowledge of SPOT (Service Parts Optimization Tools) systems (experience)
Responsibilities
- Recruit, train, and develop a team of Field Service Engineers to deliver top-tier customer support
- Design and implement strategies to boost customer satisfaction and loyalty through proactive service initiatives
- Analyze service data to optimize resource allocation, scheduling, and inventory management for FSE teams
- Lead continuous improvement projects using Lean methodologies to enhance operational efficiency
- Partner with regional leaders in Torrance, CA; Broomfield, CO; and Houston, TX to ensure seamless field operations
- Monitor and report on KPIs, identifying trends and recommending actions to SPOT and Parts leadership
- Ensure team adherence to safety protocols, regulatory compliance, and Honeywell's quality standards
Benefits
- general: Competitive base salary and performance-based incentives
- general: Comprehensive health, dental, and vision insurance with low premiums
- general: 401(k) retirement plan with generous company matching
- general: Professional development programs, tuition reimbursement, and leadership training
- general: Flexible remote work with work-life balance initiatives
- general: Paid time off, parental leave, and employee assistance programs
Tags & Categories
Answer 10 quick questions to check your fit for Sr Customer Support Management Professional @ Honeywell.
Related Books and Jobs