Director Technical Support Americas

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 againstSpecifically 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 SupportIncorporate 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&DPartner 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