Neuss,

Join a team recognized for leadership, innovation and diversity

Honeywell l is a global leader in the areas of technology and advanced manufacturing processes. In almost 100 countries around the world, about 132,000 employees develop and manufacture reliable and state-of-the-art-products in the fields of Aerospace, Transportation and Power Systems, Specialty Materials and Automation and Control Solutions.

We are currently looking for a

Technical Support Product Owner m/f/d

in Neuss or in Albstadt. 

The Technical Support Product Owner drives product portfolio initiatives related to technical support and the customer experience, included but not limited to product quality management and improvement (Engineering | Quality | PM | L&E MOS), NPI Readiness, and Technical Support VoC (Product and Agent Knowledge).

Core Responsibilities: (Included but not limited to)

Product Quality (35%)

        Management Operating Systems: Own the MOS that supports the various ways of working with Technical Support, Engineering, Quality and Product Offering

        Agile Release Engagement: Owner of all Agile Release Trains specific to product portfolio

        Aligns with engineering, quality, and offering management to address quality issues and key customer escalations. Manage Top Customer RAIL

        Manage all JIRA’s specific to the product portfolio and establish prioritization and resolution timelines. Ensure feedback loop occurs to internal and external customers

 

NPI Readiness (35%)

        NPI Management: Serve as the voice of technical support for all New Product Introductions (NPI). Identify potential risk mitigation plans. Ensure Technical Support has product and training well in advance of product launch.

        Leads NPI Readiness on product portfolio, ensuring CX is ready and enabled to support new products

        Ensure global teams are equipped with the right equipment and tools necessary to support new and existing products

        Engage with Learning & Enablement to ensure alignment on NPI specific to customer training material and product

 

Technical Support (20%)

        Serves as the Senior Point of Escalation for Technical Support

        Product Quality VoC: Pareto product quality issues associated with Customer Interactions (Internal & External). Partner with Engineering and Quality to ensure feedback is captured and actioned. Communicate status on pending actions to internal stakeholders. Provide direction and guidance to Technical Support on how to manage potential quality issues.

        Engagement with all teams and regions to capture quality and customer related escalation to ensure correct prioritization in JIRA

        Manage Technical Support self-help portal: Add and update self-help content and downloads

        Alignment with Technical Support Agents, Specialists, SME’s, and Technical Support Leadership team to ensure customer escalations are managed effectively, and ultimately resolved

        Manages NEX Case Escalation workflows, functionality, and continuous improvement

        Partner with Knowledge Management team to create new and update existing content. Ensure the right Knowledge Articles and How-To videos are created

        Achieve strategic KPIs specific to metrics targets for CSAT, ASAT, FCR, and escalation rate.

 

Knowledge Management and Technical Training Support (10%)

        Alignment with Technical Support Training to delivery training on NPI

        Partner with Technical Support Training to address training needs and agent level knowledge gaps

        Support Product Matrix to track technical support’s ability to support each product by region, by agent, and by competency

        Support KCS Article and HTV Content Creation strategy and maturity

 


Qualifications: 

        Associates degree (Bachelor’s degree preferred)

        5+ years prior product support experience

        Strong Project Management Skills

        Proficient in using office productivity applications (Microsoft Office)

        Demonstrated effective written and verbal communication skills

Severely disabled applicants (m/f/d) will be given special consideration in the event of equal suitability, ability and professional performance in accordance with SGB IX. In order to protect your interests, please state in your application whether you have a disability or equal status. Applications from women are expressly welcome. 

Additional Information

  • JOB ID: HRD136343
  • Category: Engineering
  • Location: Forumstrasse 30,Neuss,NORDRHEIN WESTFALEN,41468,Germany
  • Exempt
Global (ALL)

Neuss,

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.