.Product Technical Support Director - Americas MXN 400,000 - 600,000 Driving Infinite Possibilities Within A Diversified, Global OrganizationProduct SupportDevelop and lead team to provide world class product support for technical issues.Become operationally embedded with new product development process to ensure readiness of team for supporting customers and driving flawless product launch.Collaborate with engineering and quality to drive product investigations to drive accelerated product resolutions.Regional ExcellenceDefine customer centric tiered escalation model that ensures continuity of customer contact and swift resolution.Personalize technical support journey for customers to differentiate between training issue and true tech support needAchieve strategic KPI and other metric targets.Partner with Finance to ensure complete and accurate measurement for tech support revenues and expensesEnsure deliverables and key milestones are achieved resulting in the expected outcome.Work with Honeywell Corporate CX to define and implement tech support maturity model, track progress againstSpecifically focus on creating a subscription based technical support program that provides great value for money.Proactively develops solutions to attain short term and long-term Technical Support strategic objectives.Leverage X-Matrix, A3, and RAIL Management for Technical SupportIncorporate feedback from offering leaders and other key product / solutions stakeholder into the tech support strategyHoneywell AcceleratorIdentify and deploy the GDM Elements most applicable to technical support.Primarily focused on Tiered Accountability, Continuous Improvement, Leadership Standardized Work, and Process Standardization.Lead change initiatives and drive process excellence in cross cultural environments.Stakeholder ManagementDeploy management operating system inclusive of regional & global stakeholders – Engineering, Regional sales, product offering, Quality, Service teams and Field Technical Support.Design and operationalize customer feedback capture mechanism from tech support touch points as input for R&DPartner with internal stakeholders, customer marketing teams & offering on all customer communications related to technical supportBuild a World Class Technical Support TeamCulture: Create customer centric culture across team by helping to bring differentiated customer experiences to life.Recruit: Develop a recruitment strategy for tech support team, being thoughtful on where to locate each role
