*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 performance develop 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
- 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*:req*
- * category*:customer experience
- * location*:av.
salvador nava martinez *,san luis potosi,san luis potosi,*,mexico
- exempt