Director of Product Technical Services, Americas

Director of Product Technical Services, Americas (Finance)
Job Description

As the Director of Product Technical Services, Americas, you will lead the global strategy, transformation, and execution of Honeywell's Building Management Systems (BMS) technical support organization. In this role, you will drive the development of a world-class customer support function that delivers exceptional customer experiences, accelerates product issue resolution, and enables successful product launches. You will partner closely with Engineering, Product Management, Quality, Service, Sales, and Finance to establish scalable support processes, improve operational performance, and drive continuous improvement across the organization.

The ideal candidate will combine strategic leadership, operational excellence, customer advocacy, and talent development to build a high-performing global technical support organization that supports business growth and customer success.

• Develop and lead global teams that deliver world-class technical support for Building Management Systems (BMS) products and solutions.
• Partner with product development teams to ensure support readiness throughout the product lifecycle and enable flawless product launches.
• Collaborate with Engineering and Quality teams to drive rapid investigation, escalation, and resolution of product issues.
• Champion Design for Serviceability initiatives to improve product supportability and customer outcomes.
• Establish best practices and operating mechanisms to continuously improve technical support effectiveness.

• Define and implement a customer-centric, tiered escalation model that ensures continuity of customer engagement and rapid issue resolution.
• Create differentiated support experiences by effectively distinguishing training needs from technical support requirements.
• Drive achievement of strategic KPIs, operational metrics, and customer satisfaction targets.
• Partner with Finance to ensure accurate measurement and reporting of technical support revenues, expenses, and performance indicators.
• Ensure critical deliverables, milestones, and business objectives are achieved on schedule.

• Establish and execute a technical support maturity roadmap, including ongoing measurement of progress against strategic objectives.
• Develop and implement subscription-based technical support offerings that provide differentiated customer value and drive business growth.
• Lead development of short- and long-term technical support strategies aligned with business priorities.
• Utilize Honeywell operating mechanisms, including X-Matrix, A3 Thinking, and RAIL Management, to drive execution and accountability.
• Incorporate feedback from offering leaders and key stakeholders to continuously evolve support strategies and service models.

• Implement Honeywell Accelerator principles and Global Daily Management (GDM) elements within the technical support organization.
• Drive initiatives focused on Tiered Accountability, Continuous Improvement, Leadership Standard Work, and Process Standardization.
• Lead transformation and change management initiatives across global, cross-functional, and multicultural teams.
• Foster a culture of operational excellence and continuous learning.

• Establish and lead a comprehensive management operating system involving Engineering, Sales, Product Management, Quality, Service, and Field Technical Support stakeholders.
• Design and operationalize customer feedback mechanisms that capture actionable insights from customer interactions and support touchpoints.
• Ensure customer feedback is effectively communicated to product development teams to drive product enhancements.
• Partner with Marketing and Product teams to develop and execute customer communications related to technical support programs and initiatives.

• Create and sustain a customer-centric culture focused on delivering differentiated customer experiences.
• Develop and…