Senior Technical Support Leader - Strategy & Excellence

Honeywell INC.; Town of Pittsford (NY); On-site; USD 136,000 - 170,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) match

Flexible Spending Accounts

Health Savings Accounts

Employee Assistance Program

Educational Assistance

Parental Leave

Paid Time Off

Paid Holidays

Job summary

Honeywell seeks a Senior Technical Support Manager to lead a multidisciplinary team delivering high-quality customer support. You’ll safeguard SLA attainment and drive continual process improvements across the function.

You will partner with Regional Leadership, Product Management, Engineering, Customer Success, Sales, and Operations to boost customer satisfaction, enhance product quality, and enable business growth through world-class technical support.

Qualifications

• 8+ years in technical or customer support roles.
• 5+ years leading technical support teams and managers.
• 5+ years managing complex customer escalations.

Responsibilities

• Lead, coach, and develop a team of support managers and engineers.
• Own support operations with SLAs, response times, and CSAT targets.
• Act as senior escalation point and drive cross-functional resolutions.
• Guide technical troubleshooting and coordinate with engineering.
• Develop strategy to improve customer experience and metrics.

Skills

8+ years experience

5+ years leading teams

5+ years handling escalations

SLA & service excellence

Cross-functional collaboration

Strong communication & stakeholder mgm

Organizational change & CI

Education

Bachelor’s degree in Engineering or related field

Tools

Salesforce

Dynamics 365

ServiceNow

Zendesk

Job description

Honeywell seeks a Senior Technical Support Manager to lead a multidisciplinary team delivering high-quality customer support. You’ll safeguard SLA attainment and drive continual process improvements across the function.

You will partner with Regional Leadership, Product Management, Engineering, Customer Success, Sales, and Operations to boost customer satisfaction, enhance product quality, and enable business growth through world-class technical support.