Senior Customer Support Management Professional

Job Description
Senior Customer Support Management Professional will be responsible for driving a high-quality customer experience for our defense customers. This role requires complex problem-solving skills and the ability to influence across multiple functions outside and within customer and product support. This role will report directly to the Customer & Product Support (C&PS) Senior Director for the international customer business team to support assigned defense customers and lead depot stand up and sustainment programs.

Job Description
Senior Customer Support Management Professional will be responsible for driving a high-quality customer experience for our defense customers. This role requires complex problem-solving skills and the ability to influence across multiple functions outside and within customer and product support. This role will report directly to the Customer & Product Support (C&PS) Senior Director for the international customer business team to support assigned defense customers and lead depot stand up and sustainment programs.
Senior Customer Support Management Professional is responsible for leading cross-functional program teams to drive customer experience. Responsibilities include aftermarket fleet management activities and overall customer support for defense customers. Additional activities may include Entry Into Service, reliability monitoring, and identifying and championing in-service product issue projects for fielded products. Senior Customer Support Management Professional's are the customer’s advocate and actively coordinate with the SBU, multiple functions and customers to ensure that our platform-wide products are supported in a timely, efficient, and effective manner.

Senior Customer Support Management Professional will be responsible for promoting C&PS strategies and processes that support the C&PS vision, grow our business, and provide solutions to widespread issues that improve customer experience. The individual will partner with other CSPMs, all C&PS functions, business leaders, ISC, Quality, Engineering and GBE.
This is a hybrid role with 3 days in the office and 2 days working from home.
Responsibilities


Key Responsibilities

• Ability to lead and influence across functional organizations to achieve customer and Honeywell objectives.
• Collaborate with team of Customer Support Representatives for effective and responsive order management issues
• Ability to solve complex issues and drive to resolution under minimum supervision.
• Demonstrate the ability to develop a strong cross-functional network and MOS.
• Establish and maintain the channels of communication necessary to assure timely customer and business awareness of progress for customer issue resolution and/or projects.
• Lead detailed program reviews with internal and external Senior Leadership related to C&PS content and issues.
• Successfully lead and execute Entry Into Service for IPDS and In-Service Reliability programs
• Accurately scope length and difficulty of tasks and projects; set objective and goals; organize work into process steps; develop schedules and task/people assignments. Anticipate and adjust for problems and roadblocks. Successfully mitigate program risk; measure performance against goals and evaluate results.
• Maintain relationships with assigned customers through written communications, meetings, program reviews and periodic visits, as applicable. Must maintain the ability for quick response and aggressive implementation of corrective action plans to address specific customer needs and issues.
• Coordinate with internal teams/functions to provide an integrated Honeywell response to customer issues balancing customer needs with business imperatives.
• Lead change management communication as it relates to business policies and systemic process changes.
• Lead and influence across functional organizations to achieve customer and Honeywell objectives.
• Educate, train, and promote utilization of customer self-service tools.
• Customer Support
• Manage Large Scale Projects such as setting up international repair depot programs
• Lead Cross-Functional Teams

• Customer Support
• Manage Large Scale…