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Join a team recognized for leadership, innovation and diversity
The future is what we make it.
When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers, and doers who make the things that make the future.
That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe, and even making it possible to breathe on Mars.
Working at Honeywell isn’t just about developing cool things. That’s why all of our employees enjoy access to dynamic career opportunities across different fields and industries.
Are you ready to help us make the future?
This is a Customer Experience management professional role within the C&PS (Customer & Product Support) Business & General Aviation division. The Customer Experience Manager will be responsible for driving improved customer experience for our Business and General Aftermarket support. This cross-functional role requires complex problem-solving skills and the ability to influence functions outside and within C&PS. This role requires being a member of the Customer Care Team (CCT) and will interface directly with a cross-functional team on regular basis. This role will report directly to the regional C&PS Leader.
Be an advocate of Honeywell with customers & be a representative of customers within Honeywell.
Key Responsibilities.
Duties include but are not limited to:
Customer experience:
- Resolve customer escalations in a timely manner.
- Create and follow through Service Request (SR)
- Develop customer relationships through customer contact plan
- Manage Sales Force Dot.com (SFDC) cases & be responsive to ensure no cases are aging to exceed expectations of the organizational goals.
- Champion customer concerns and product support issues by utilizing Salesforce.com Service Request (SR) process, or equivalent, to ensure on-time customer issue resolution.
- Monitor, analyze and execute corrective action for customer survey to show continuous improvement
- Receive, Analyze, Action the service failures to recover quickly to meet customer expectations.
- Work with customers & internal functional team to resolve any customer disputes and escalation in a time-bound manner.
- Facilitate customer conferences & customer meetings as deemed necessary.
Goals, Metrics & Management Operating System:
- Meet HPD goals that are Set YOY to meet the service quality requirements.
- Meet / Exceed Honeywell metrics & Customer-centric metrics.
- Perform standard work of CSPM as defined by the C&PS function.
- Learn the applicable tools, process systems. Policies to effectively perform your customer and program management role.
- Lead tiered meetings ensuring timely closure of reported issues.
- Works closely with CBT leaders to ensure business policies, objectives, and strategies are achieved including managing communications with assigned customer region.
- Provides support interface with all business functions.
- Be part of the Customer Core Team (CCT) and ensure consistency in customer monthly operating system review (MOR) with key channel partners, contact plans, communication, support for both commercial and technical services.
Other requirements as assigned by the supervisors.
Expected 30 % travel to meet with customers and attend & organize conferences.
YOU MUST HAVE:
- Bachelor’s Degree in Business, Finance, or Engineering.
- Minimum 3- years of working experience in the Aerospace Industry preferred.
- Must be flexible in working hours to support the customer meetings & internal meetings.
- French Language – B2 level as minimum.
- Must be able to travel on short notice to support the customer’s expectations.
- Salesforce and SAP proficiency.
WE VALUE:
- Flair for problem-solving.
- Be able to demonstrate Service-oriented skills.
- Ability to work in an independent fashion with limited guidance.
- Sound, written, and oral communication skills.
- Be able to organize and demonstrate project management skills.
- Strong management skills with emphasis on Customer and Product Support related issues.
- Demonstrated strong bias for action and strong internal network.
- Ability to develop, build, sustain customer relationships, both internal and external.
- Demonstrated knowledge of commercial business acumen, sales, negotiations skills.
- Be able to handle critical customers and be able to interact at all levels.
- Ability to coordinate the support/logistics elements on assigned programs with internal/external customers/suppliers.
- Ability to influence stakeholders and resolve issues.
- Ability to solve problems and lead changes in Product Support.
- Green Belt Certification is preferred.
About Us:
The world is changing. And it’s a familiar story at Honeywell. Our $36 billion business was founded on a legacy of firsts spanning 130 years. We’re building a safer, smarter, and more sustainable world through our technology and software across each of our 930 sites globally. Our impact is seen in every shape and size around the world. Our solutions are felt daily in aerospace, buildings and cities, retail, chemicals and materials, safety, industrial and manufacturing, safety, and supply chains.
Discover More:
At Honeywell, we make a lot of incredible things. But most importantly, we make the future, and are looking for people to join our team global team of future shapers. There’s a lot more available for you to discover. Our solutions, our case studies, our #futureshapers, and so much more. Learn more at careers.honeywell.com/us/en/
When you join Honeywell, you become a member of our performance culture comprised of diverse leaders, thinkers, innovators, dreamers and doers who are changing the future. Our people are committed to each other and to the realization of our vision through their unique job functions. Our businesses embrace the challenges of innovation so that we define the future. And our global opportunities are endless for you to grow and get recognized for your passion to perform.
Additional Information
- JOB ID: HRD204661
- Category: Customer Experience
- Location: V Parku 2325/16, budova 8, 2.&3.p.,Prague,PRAHA,14800,Czech Republic
- Exempt
