**Driving Infinite Possibilities Within A Diversified, Integral Organization**:**Regional Excellence**:- Define customer centric tiered escalation model that ensures continuity of customer contact and swift resolution.
- Personalize technical support journey for customers to differentiate between training issue and true tech support need- Become operationally embedded with the "Z21" new product introduction (NPI) process to ensure readiness of team- Achieve strategic KPI and other metric targets.
- Partner with Finance to ensure complete and accurate measurement for tech support revenues and expenses- Ensure deliverables and key milestones are achieved resulting in the expected outcome.
**Strategy Deployment**:- ** **Work with Honeywell Corporate CX to define and implement tech support maturity model, track progress against- Specifically focus on creating a subscription based technical support program that provides great value for money.
- Proactively develops solutions to attain short term and long-term Technical Support strategic objectives.
- Leverage X-Matrix, A3, and RAIL Management for Technical Support- Incorporate feedback from offering leaders and other key product / solutions stakeholder into the tech support strategy**Honeywell Accelerator**:- Identify and deploy the GDM Elements most applicable to technical support.
- Primarily focused on Tiered Accountability, Continuous Improvement, Leadership Standardized Work, and Process Standardization.
- Lead change initiatives and drive process excellence in cross cultural environments.
**Stake holder Management**:- Deploy Management operating system inclusive of regional & global stakeholders - Engineering, Regional sales, product offering, Quality, Service teams and Field Technical Support.




- Design and operationalize customer feedback capture mechanism from tech support touch points as input for R&D-; Partner with internal stakeholders- customer marketing teams & offering on all customer communications related to technical support**Build a World Class Technical Support Team**- Culture: Create customer centric culture across team by helping to bring differentiated customer experiences to life.
- Recruit: Develop a recruitment strategy for tech support team, being thoughtful on where to locate each role.
- Train: Collaborate with Learning and Enablement to ensure technical proficiency meets standards- Lead: Set direction and provide oversight, coaching, management, and leadership for the team- Develop: Formalize career paths and progressions at key hubs, link to performance develop development plans- Engage: Mentor, motivate, and develop staff and serve as a resource to them to facilitate professional development- Collaborate: Build peer relationships across HBT to facilitate effective knowledge sharing & avoid duplication of effort**YOU MUST HAVE**- ** **Master's degree, or equivalent.Extensive experience in the field.
**WE VALUE**- Extensive customer facing experience.
- Experience in the industry is preferred.
- Excellent interpersonal and verbal & written communication skills- Strong continuous improvement mindset, strong leadership impact- Demonstrated experience with Knowledge Management & Call Center Management- Good administration skills- Demonstrated excellent leadership skills- Strong business acumen, and strategic mindset**Additional Information**:- ** JOB ID**:req******- ** Category**:Customer Experience- ** Location**:Av.Salvador Nava Martinez ****,San Luis Potosi,SAN LUIS POTOSI,*****,Mexico- Exempt

📌 Director Technical Support Americas (México)
🏢 Honeywell
📍 México