*join a team recognized for leadership, innovation and diversity*:
*join a team recognized for leadership, innovation and diversity*
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This is an exciting opportunity inside honeywell. As a customer support manager (csm) you will lead customer and product support activities as a member of the team supporting of our americas airlines business. You will be responsible for promoting c&ps strategies and processes that support the vision to grow the business and provide solutions to improve customer satisfaction. The csm is a critical member of the customer core team (cct) and acts as the advocate for the airline to drive results to the contract requirement requirements and continuously drive for process improvements across all functions along the order to cash value stream. Communication is key both internally amongst the various functions supporting the order to cash value stream and externally with our customers keeping them informed and building a solid relationship.
*key responsibilities*:
- * *build a world-class customer experience for the airlines customers through robust contract execution, issues resolution (including but not limited to technical, invoicing, disputes)
- establish and maintain a management operating system (mos) with assigned airline customers that includes regular performance reviews (delivery, product performance, promote portal/improvement initiatives).
- driving superior customer experience to enhance oem survey results. Be the champion to transform airline oem survey rating by the airlines customers
- responsible for communication and development of action plans as a result of customer effort survey results for airline customers.
- develop a plan and execute sustained closure of airline service requests to their committed deadlines.
Lead airline change management communication as it relates to business policies and systemic process changes.
- establish and drive execution of airline survey improvement plans and reliability initiatives.
- coordinate and lead airline support recovery plans (delivery, quality, product performance) and lead holds management, expedite orders to meet airline operational needs.
- educate, train and promote utilization of customer self-service tools.
- coordinate and lead machine to machine (m2m) deployment & sustainment.
- partner with the customer business team (cbt) to develop robust business strategies to create a strong linkage between financials, technology and customer needs.
- develop and sustain a honeywell user experience (hue) approach to airline cswi (customer specific work instructions)
*must have*
- * *minimum 2 years of experience in business management, customer support or supporting technical initiatives with customer interaction
- minimum 1 year of customer facing responsibilities
- due to us export control laws must be us citizen, permanent resident or have protected status.
- ability to travel internationally as required
*we value*
- * *bachelor's degree in business, engineering, supply chain or operations field.
- bilingual in english and spanish.
- certification in six sigma blackbelt certification & pmp.
- strong program management skills and financial acumen.
- demonstrated partnering skills with key internal and external customers.
- ability to quickly adapt to differing leadership styles across multiple customer business teams
- ability to present technical and support issues at peer and executive levels (internal/external customers)
- experience handling aerospace customers in aviation industry or equivalent.
- demonstrated strong bias for action and strong internal network.
- ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value-added activities.
- strong verbal and written communications skills.
- strong leadership skills and ability to effectively influence throughout all levels of the organization across multiple functions.
*additional information*:
- * job id*:hrd195781
- * category*:customer experience
- * location*:circuito aerospacial no. 2,mexicali,baja california,21395,mexico
- exempt