Technical Support Manager

Honeywell; Województwo pomorskie; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

A leading automation company is seeking a Technical Support Manager to lead a team in Gdansk, Poland. This hybrid role requires strong leadership to ensure top-notch customer service, manage technical support operations, and develop effective support processes. The ideal candidate has experience in customer service management, problem-solving skills, and familiarity with support ticketing systems. Competitive salary, benefits, and a culture promoting work-life balance are offered.

Benefits

26 vacation days plus extra days off

Medical Insurance Plan

Meal card

Recognition & referral bonus programs

Employee Assistance Program

Qualifications

• Proven experience in technical support or customer service management.
• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Familiarity with support ticketing systems and CRM software.
• Proficiency in support best practices and customer support methodologies.

Responsibilities

• Lead and manage the technical support team of 20-25 people.
• Develop and implement support processes to enhance service quality.
• Handle escalated customer issues and work on resolutions.
• Foster a positive work environment that encourages team performance.

Skills

Technical support or customer service management

Leadership and team management

Problem-solving abilities

Communication skills

Familiarity with support ticketing systems

Customer relationship management software

Honeywell Building Automation products

Bachelor’s degree in relevant fields

Customer focus exposure

Education

Bachelor’s degree in engineering or related field

Tools

Sales Force

JIRA

Job description

We have an opportunity for a Technical Support Manager to join us at Honeywell Building Automation in Gdansk. This is a hybrid role, 3 days at the office + 2 days work from home model.

As the Technical Support Manager, you will be responsible for leading our technical support team for EMEA, ensuring top-notch customer service 24/7, and maintaining high levels of client satisfaction with timely and effective resolution of technical issues. You will oversee the day-to-day operations of L1 through L3 technical support departments, develop support processes, and implement innovative solutions to improve service delivery.

This is a key leadership position where you will have a direct impact on the success of our technical support organization, customer satisfaction, and the financial growth of the business.

About Honeywell

Honeywell Building Automation is transforming the way every building operates to help improve the quality of life for the people who use them. With a portfolio featuring software, hardware and services, Honeywell takes an outcome-focused approach to help building owners and operators improve safety and security, energy and operational efficiencies to create a better building experience.

Key Responsibilities

• Lead and manage the technical support team of 20-25 people (EMEA region), providing guidance to line people and supervisors.
• Develop and implement support processes and standards to enhance service quality.
• Create a talent pool for other Services teams like Professional Engineering Services and Managed Services by maintaining balanced growth path and ensuring expertise growth in line with business models.
• Collaborate with product development teams to ensure customer feedback is integrated into future product enhancements.
• Analyze performance metrics and prepare reports for senior management.
• Handle escalated customer issues and work on resolutions.
• Foster a positive work environment that encourages team members to achieve their best.

Key Skills And Qualifications

• Proven experience in technical support or customer service management.
• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Familiarity with support ticketing systems and customer relationship management software (Sales Force, JIRA).
• Proficiency in support best practices and customer support methodologies.
• Experience with Honeywell Building Automation products is a plus.
• Bachelor’s degree in engineering, automation, computer science, or a related field would be a plus.
• High customer facing and customer focus exposure.

Our Offer

• 3 + 2 hybrid work arrangement to support your work-life balance
• Competitive Salary regularly increased based on your performance
• Enjoy 26 vacation days per year, plus extra days off for life's special events
• We provide meal card and medical Insurance Plan paid by the company
• Recognition & referral bonus programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms (Udemy) to continue to expand your skills
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
• In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
• Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
• Frequent Employee Engagement activities fostering an inclusive and diverse work environment

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.