Atlanta, Georgia

Join a team recognized for leadership, innovation and diversity

Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.

 JOIN A TEAM RECOGNIZED FOR LEADERSHIP, INNOVATION AND DIVERSITY

Responsibilities:

  • Lead the global customer experience and excellence strategy for Honeywell Connected Enterprise - Buildings.
  • Lead and influence cross functional teams to improve customer communications, metrics and the overall customer experience from end to end.
  • Work with cross-functional teams and customers to capture VOC and influence software development and design. Ensure CX is baked in every aspect of business.
  • You will identify ways to improve the customer experience and act as a change agent to drive changes globally across the business.
  • Help Honeywell be the customer's top choice by continuously influencing an effective Customer Service Organization.
  • Build up your business acumen while learning to address customer needs in today's dynamic global economy.
  • Lead team efforts to solve complex problems for the customer.
  • Responsible to deliver Service Level of agreements to customers for response and resolution times; identify, develop, implement, and lead programs to improve the CX & SLA.
  • Responsible for enhancing the customer experience every-time they raise a support request and ultimately create a world class customer experience.
  • Responsible for customer facing support tools, portals including customer helpdesk, communities, customer councils, etc.
  • Maintain and manage content on customer portal, communities and responsible for to keep it fresh.

YOU MUST HAVE

  • Bachelor's degree
  • 12 years overall customer excellence experience
  • 5 years leadership experience working directly with customers
  • 5 years of experience in Program Management, Operations and/or Customer Service
  • 2 years Software customer experience
  • 2 years of experience working in a global environment, delivering results

 

WE VALUE

  • Excellent organization & project/program management skills
  • Ability to work in a highly matrix, global environment and deliver results
  • Ability to direct, lead, influence and motivate others
  • Experience in selection and deploying customer helpdesk portal
  • Strong understanding of business drivers and ability to manage complex situations
  • Experience with JIRA SD, Customer Held-desk Portals, Salesforce.com, ServiceNow, CSAT Survey tools, MS 365, Confluence, integrated reporting systems
  • Demonstrated ability to drive change, globally
  • Strong bias for action and results driven - ability to implement process rigor through organizations
  • Strong relationship building/interpersonal skills
  • Excellent communication skills (written & oral)
  • Ability to quickly adapt to differing leadership styles

Additional Information

  • JOB ID: HRD124787
  • Category: Customer Experience
  • Location: 715 Peachtree Street, N.E.,Atlanta,Georgia,30308,United States
Engineering (GLOBAL)

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

Atlanta, Georgia

Honeywell Technology Solutions Inc. (HTSI) offers world-class competencies in management, space systems and services, engineering, logistics, information technology and testing and calibration. We provide value, expertise, competitive pricing and the highest quality standards available. Our customers can expect proven leadership processes, technical excellence and cost management. We offer more than just connections…we offer solutions.

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