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Honeywell Regional Technical Support Leader in Warsaw, Poland

Regional Technical Support Leader

Innovate to solve the world's most important challenges

We are seeking to align the BCS Partner Channel technical support function with the existing commercial sales regions, as such we are recruiting for the role of Technical Support Leader to lead the technical support function in each of the regions.

Reporting into the BCS Technical Support Leader the role will have responsibility covering the 3 (4) partner brands (Trend, SBC, Centraline - later Ex-Or), and an expectation of maintain the quality and availability for all technical support delivery within region.

Working closely with the regional commercial team the Technical Support Manager will be expected to support growth and additional revenue generating opportunities within the region.

The Technical Support Manager will have direct reports out of the technical support functions in the respective region.

Key Responsibilities

·Manage a technical support team within the defined region, having direct reports. Defining goals and conducting mid-year and general reviews.

·Cyclic check on metrix/ performance of the team. Workout best metrix together with the leadership team.

·Make sure that the standard tools provided for the technical support structure is in use

·Formulate an annual technical support plan within region linked to BCS partner channel NPI process covering each of the partner brands, ensuring adequate technical support provision to ensuring partners within region can be supported effectively.

·Align technical support strategy within region to align with commercial objectives, working closely with Key Account and commercial teams, understand requirements and implement effective strategy to support growth in region.

·Identity requirements for additional training delivery.

·Maintain and improve the quality of technical support by monitoring the team’s handling of cases, follow up on participant feedback and provide performance reporting through the Customer Service management chain

·Identify and work with external service providers to source appropriate training solutions and delivery of training courses

·Manage and implement process improvement projects linked to technical support in regional offices within region.

·Provide monthly reporting on technical support performance against agreed Key Performance Indicators, identifying improvement opportunities and development plans.

·Responsibility for cost control of the regional technical support within agreed budgets.

Personal Specification

·Experience of working within a technical support environment

·Strong commercial awareness, ability to prioritise requirements and identify key stakeholders

·Strong people skills with the ability to develop and maintain good working relationships both internally and externally

·Strong communication skills, both written and verbal with internal and external stakeholders

·Ability to generate and disseminate information into root cause and articulate opportunities for improvement or issue resolution

Key Responsibilities

Supervise team activities and performance

Identify opportunities for process improvement

Dealing with customers' requests

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Additional Information
  • JOB ID: HRD54584
  • Category: Customer/Product Support
  • Location: Domaniewska 39, Warsaw, MAZOWIECKIE 02672 POL
  • Exempt

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