Driving Infinite Possibilities Within A Diversified, Global Organization
Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.
The Team Lead of Customer Support will manage and mentor staff and help our customers by delivering remarkable customer support experiences across many channels - voice, email and the web. Our global web-based enterprise software platform allows our clients to successfully manage various quality aspects of their daily business operations. This opportunity is both exciting and challenging!
The right candidate will have the opportunity to use their current technical skills while giving them the chance to increase their skill set into areas you may not have expected. Our product suite provides the customer the ability to use mobile applications, cloud-based products and on-premises installations. Reporting to the Director of Global Support, the Team Lead of Customer Support will bring/maintain customer satisfaction as well as manage and direct the activities of the Support Center team. Create, implement, and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency and effectiveness of the Contact Center team.
Drive the tri-weekly Sustaining Engineering call from the support side with the R&D team on customer escalations.
Manage customer escalations both internally and externally to resolve outstanding issues while working cross functionally within our organization.
Manages and directs the activities of the Support Center team. Ensures subordinates receive adequate training to perform duties and responsibilities effectively. Works with Support Center Management to ensure staff is adequate to handle call volume.
Identifies support priorities and clients that require special handling to maintain customer satisfaction.
Identifies obstacles to meeting set performance targets and recommend actions to be taken to improve performance.
Create, implement, and measure the impact of operational processes and procedures designed to continually improve the quality, efficiency, and effectiveness of the Contact Center team.
Forecast reporting and performance reporting.
Management of project plans to ensure timely delivery of outcomes.
May perform responsibilities of subordinates in their absence.
Creates monthly schedules/rotation on the Support Center team and monitors adherence.
YOU MUST HAVE
Working knowledge of relational databases, including Oracle and MS SQL.
Experience with other tracking software systems, document management systems or other quality management software applications is preferred.
Strong investigation skills including problem solving techniques such as java code debugging.
Excellent communication skills (written and verbal) allowing for the ability to interact with a diverse group of customers, developers, testers, administrators, and project teams.
Able and willing to travel as required, internationally on short-term basis.
Exposure to various supporting software tools to aid in performance monitoring and error detection.
Experience working and configuring application servers, such as Apache Tomcat and JBOSS.
Cloud Support Experience in a fast paced, high demand environment.
Salesforce Certification and/or SFDC Platform knowledge.
JOB ID: req306037
Category: Business Management
Location: 2000 Waterview Drive, Suite 300,Hamilton,New Jersey,08691,United States
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.