Senior Customer Support Management Professional
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.
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
Key Responsibilities Summary
- Customer Support
- Manage Large Scale Projects such as setting up international repair depot programs
- Lead Cross-Functional Teams
Key Requirements
- 3+ years of experience in C&PS/ISC/customer facing role
- 5+ years of project/program management experience
- Be able to read, write and speak English
- SAP Intermediate skills
We Value
- Proven ability to lead and collaborate with large, diverse teams from various external and internal organisations
- Demonstrated strong bias for action
- Strong verbal and written communications skills
- Ability to present technical and support issues at peer and executive levels (internal/external customers)
- Problem solving skills in ambiguous situations
- Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
- Ability to think strategically, set goals, scope tasks, drive and monitor progress and achieve results, all with balancing customer needs and business goals.
- Strong organizational, and team leadership skills.
- Strong communications/presentation skills, both written and verbal. Proven ability to interact with all levels of management within the corporation and customer base.
- Demonstrated ability to manage multiple high priority tasks and meet aggressive program milestone targets and company goals
We Offer
- Enjoy 25 vacation days per year
- Meal allowance
- Benefit Plus Cafeteria Card available to all employees
- To promote health and wellbeing we provide life insurance coverage, employer contribution to Pension saving scheme or long-term investment product (DIP)
- Multisport Card, Makro Card, discount at T-Mobile tariffs and multiple discount programs in our partner network
- 3+ hybrid work arrangement to support your work-life balance
- Flexible working hours
- Work in international environment
- Recognition & Referral bonus programs
- Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
- Honeywell Learning & Development Center – learning platform with over 10,000 courses from Udemy
- Frequent Employee Engagement activities fostering an inclusive and diverse work environment
- Global employee networks to help you connect and grow
- Comprehensive induction, ongoing training, and development to set you up for success, in-house and external learning platforms supporting development opportunities
About Honeywell Aerospace
Join a company that's reintroducing itself to the aviation community we've helped advance for more than a century. At Honeywell Aerospace (NASDAQ: HONA), we're launching as an independent, publicly traded aerospace and defense company built on a legacy of operational excellence and mission-focused execution.
Our new brand identity pairs that heritage with real momentum, as we build technology that helps pilots navigate with confidence, aircraft operate more efficiently, and operators stay ahead of change. With our systems on board 90% of the world's aircraft, your work here has reach that's rare to find anywhere else.
Focusing on our customers, investing in innovation, and building a culture of accountability and performance is how we're shaping what comes next.
Every horizon. Every mission. Every day.
Honeywell Aerospace products and services are found on aircraft across commercial aviation, defense and space. We operate through three business areas:
• Electronic Solutions develops the avionics, navigation systems, sensors and electromagnetic defense technology on board 90% of the world's aircraft
• Engines & Power Systems provides the propulsion, auxiliary power and electrical systems that keep those aircraft flying
• Control Systems supplies the thermal and motion control systems that support takeoff, landing and the safety of everyone on board
With approximately 58,000 employees worldwide and net sales of $17.4B in 2025, we are also advancing systems for autonomous and supersonic platforms — bringing the same focus on safety and efficiency to the next era of flight. Explore our businesses: https://www.honeywellaerospace.com
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation
Join a team recognized for leadership, innovation, and diversity!
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