Senior Customer Support Professional Honeywell at Honeywell

Roles and Responsibilities:

• Establish a management operating system (MOS) utilizing salesforce.com (SFDC) with assigned Airline customers that includes regular performance reviews (Delivery, Technical Support, Product Performance, CMM Updates, promote portal/improvement initiatives), all cumulating in an improved Airline Customer Experience.
• Establish and drive execution of Airline survey improvement plans and reliability initiatives.
• Ensure the Airline improvement plans translates into increased satisfaction on Boeing/Airbus OEM Industry Survey Results in the top quartile of all participating suppliers.
• Responsible for communication and development of action plans as a result of Customer Effort Survey results.
• Drive Customers to provide efficient order information through increased M2M, electronic ordering, etc to reduce potential encumbrance throughout the delivery process
• Develop a plan and execute sustained closure of Airline Service Requests to their committed deadlines, ensuring an execution rate of > 95%.
• Lead Airline change management communication as it relates to business policies and systemic process changes.

Background

• Related under graduate qualification
• Minimum 5 years of Customer Management at a leadership level
• Demonstrated strong bias for action and strong internal network.
• Ability to learn / utilize numerous applications (examples, Sales Force, SAP, Tableau, and other complex tool sets) primarily through self-training.
• Strong verbal and written communications in English
• Demonstrated partnering skills with key internal and external customers
• PMP certification is a plus
• Ability to quickly adapt to differing leadership styles across multiple customer business teams
• Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value added activities.
• Excellent understanding of contracts