Technical Support Manager

THE POSITION

Purpose of the Job

The primary purpose of this position is to manage a global team of technical support specialists for Honeywell’s Uniformance (PHD), Asset Management (Asset Sentinel, APM) and Production Accounting & Reconciliation suites of products. Achieving high levels of customer satisfaction by meeting and exceeding our Service Level Objectives, encouraging the creation and the sharing of knowledge articles, delivering training plans for the team whilst driving continuous improvement and excellent customer engagement. This position focusses mainly on delivering technical support for on-prem software solutions but the tools are switching to Cloud/SaaS based products such as Cloud Native APM.

Principal Responsibilities

• Manage the day-to-day operations of a team of technical resources with various skill sets, focused on support case performance for defined Software Applications.
• Ensure that each customer’s experience meets the high standard of Technical Support, best in class results.
• Actively driving Knowledge Centered Support (KCS) within the team: Ensure compliant usage within the team of the Knowledge Base to resolve and document cases.
• Manage the creation of new articles (+updating existing articles).
• Actively share knowledge articles with customers, service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.).
• Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools.
• Set up and driving Communities of Practice to gather and document knowledge.
• Manage product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP).
• Prepare and review product notifications, in cooperation with the Product Management, Technology & Quality Organizations.
• Own and drive the interface with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames.
• Drive daily collaboration of the team to manage the entire case backlog effectively and at correct priority.
• Conduct daily operation reviews and handoffs of essential case data between the poles, applying follow-the-sun principles to speed the resolution of critical cases and to improve response on all case backlogs.
• Conduct global coordination of load and priorities using collaborative HOS techniques.
• Ensuring continuity of case priorities from multiple locations, passing critical information at end of shift to team members within the 3 poles.
• Prioritize global support activities during the working day “shift” in a “follow-the sun” environment.

Supervisory Responsibilities

• Direct management of technical support team (15-20) resources.
• Responsible for supporting more than one product line.

Geographic Scope & Travel Requirements

• Global role in supporting customers using direct-reporting and extended teams.
• Customer escalations may require extended hours for direction and management support of the Technical Support resources working the cases.
• Opportunity to travel globally to engage with customers on site and at events like HUG, to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies.
• Expected travel 10%.

Key Performance Measures

• Achieve Service Level Objectives for Response, Frequent Customer Communication and Resolution of reported issues.
• Achieve targets for Customer Satisfaction metrics.
• Achieve targets for Case Deflection by adherence to principles of Knowledge Centred Support (KCS).

Education Required

• Bachelor’s Degree - Engineering is preferred.

Work Experience Required

• 5 years experience leading a Technical Support team or equivalent customer service function.
• 15 years experience in a customer service field or a customer relationship management function.
• 5 years program or project management experience.
• 5 years of HPD management experience.

Technical Skills & Specific Knowledge Required

• Excellent communication and collaborative skills, verbal and written.
• Extensive product knowledge of related software products.
• Good technical understanding of the usage of the specific software products within the installed base.

Behavioural Competencies Required

• Driven by a desire to contribute, be challenged and grow.
• Able to influence collaboration and alignment across functions/business groups to implement and drive change.
• People management experience.
• Ability to think strategically in terms of culture, behavior, business processes and tools.
• Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate.
• Analytical thinking and decisive judgment: Analyse issues and problems systematically, gather broad and balanced input, draw sound conclusions, translate into timely decisions and actions.
• Must have a drive for results and to make things happen, be proactive.
• Must balance analysis with doing, set high standards for themselves as well as team members, and commit to organizational goals.
• Good networking and collaboration skills, collaborates with others in own unit and across boundaries; acknowledges others' contributions.
• Creative, self-motivated, problem-solving skills (thinks outside of the box).
• Strong facilitator, agent of change, and communicator.

Language Requirements

• Fluent in English.