Senior Tech Support Leader - Customer Experience & Ops

Honeywell Technologies; Town of Pittsford (NY); Sur place; USD 136 000 - 170 000; Plein temps

Résumé du poste

Honeywell Technologies is seeking a Senior Technical Support Manager to lead a team of support professionals and drive excellence in customer service. You will partner with Regional Leadership, Product Management, Engineering, and Customer Success to deliver world-class technical support, improve product quality, and enable business growth through effective escalations and continuous process improvements.

The role requires strong leadership, strategic thinking, and hands-on coaching to raise

Qualifications

• 8+ years of experience in technical support, customer support, or service delivery roles.
• 5+ years of experience leading technical support teams and managers.
• 5+ years of experience managing complex customer escalations.
• 5+ years of experience in SLA management and service-excellence frameworks.
• 5+ years cross-functional collaboration with Engineering, Product Management, and Customer Success.
• 5+ years of excellent communication and stakeholder management.
• 5+ years leading organizational change and continuous improvement initiatives.

Responsabilités

• Lead, coach, mentor, and develop a team of technical support managers, team leads, and support engineers.
• Own support operations, ensuring SLAs, response times, and customer satisfaction targets.
• Act as the senior escalation point for critical customer issues.
• Coordinate cross-functional efforts to resolve high-impact incidents.
• Partner with Engineering and Product to address systemic issues and improve product quality.
• Drive continuous improvement and strategic direction for the support organization.

Connaissances

Leadership

People management

Communication

Cross-functional collaboration

SLA management

Formation

Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field

Outils

Salesforce

Dynamics 365

ServiceNow

Zendesk

Description du poste

Honeywell Technologies is seeking a Senior Technical Support Manager to lead a team of support professionals and drive excellence in customer service. You will partner with Regional Leadership, Product Management, Engineering, and Customer Success to deliver world-class technical support, improve product quality, and enable business growth through effective escalations and continuous process improvements.

The role requires strong leadership, strategic thinking, and hands-on coaching to raise