Job Detail

Customer Support Manager

This is a Customer Support Manager within the C&PS Commercial Aviation. The Customer Support Manager is responsible for driving improved customer experience for our Airline customers and Maintenance Repair and Overhaul (MRO) Customers. These cross functional roles require complex problem solving skills and the ability to influence functions outside and within C&PS. This role will report directly to the Sr. Director of C&PS Commercial Aviation for the EMEAI region.Help Honeywell be the customer's top choice by creating new Customer & Product Support solutions

Responsibilities

• Establish a management operating system (MOS) utilizing salesforce.com (SFDC) with assigned Airline customers that includes regular performance reviews (Delivery, Tech Support, Product Performance, CMM Updates, promote portal/improvement initiatives)


• Leads new product/platform EIS at assigned Airline customers (after initial 12 months)


• 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


• Responsible for communication and development of action plans as a result of Customer Effort Survey results for respective Airline customers


• Coordinate and lead Airline support recovery plans (delivery, quality, product performance)


• Educate, train and promote utilization of customer self-service tools


• Promote technical solutions in cooperation with the Aerospace Technical Service Organization to drive reliability improvements


• Coordinate and lead Machine to Machine (M2M) deployment & sustainment


• Develop and sustain a Honeywell User Experience approach to system flow down repository (SAP Contracts, CSWI (Customer Specific Work Instructions) etc…) ensuring proper downstream contractual execution



• Partner with your customer, business and sales team to develop and validate executable offerings

  20 Customer Suppor

  20 Lead Team Alignment

  20 Analyze Status Reports

  20 Manage Large Scale Projects

  20 Strategic Project Planning

YOU MUST HAVE

• Bachelor's degree in Business, Engineering or related field relevant experience, or in lieu of degree,extensive experience in Business, Customer Support, Engineering, Operations, Supply Chain and/or Program Management


• Indirect leadership experience

WE VALUE

• MBA or other advanced degree preferred


• Customer facing experience preferred


• Six Sigma Blackbelt certification


• PMP certification


• HOS and sales experience


• Demonstrated partnering skills with key internal and external customers


• Ability to quickly adapt to differing leadership styles across multiple customer business teams


• 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.


• Ability to present complex technical and support issues at peer and executive levels (internal/external customers).


• Demonstrated ability to develop people and recruit top talent - Strong Leadership skills and ability to effectively influence throughout all levels of the organization across multiple functions - Strong Program Management skills and financial acumen.


• Proven track record of effectively managing diverse, global teams - Business acumen on contractual requirements.

Exempt Aerospace Overview | Products

INCLUDES

• Some Travel Required


• Continued Professional Development

ADDITIONAL INFORMATION

• Job ID: HRD38845


• Category: Customer/Product Support


• Location: Z.A. La Pièce 16, Rolle, VD 1180 CHE

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

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