The supervisor will own an Industrial Safety team of Technical Support. You will aid in developing the group and will ensure a smooth operation of the daily activities by optimizing the workflow and priorities within the team. Essential responsibilities will include managing the team’s performance and supporting the team in striving for the team targets established by Technical Support Management.
Your Responsibilities will be:
Delivering detail product investigations for field/customer issues
Flawless entry in to service of new products developed/improved with NPI/NPE process compliance
Aid the team of direct reports in reaching the targets established for Technical Support: produce metrics to evaluate performance against those goals. Regular internal reporting of actual vs. target.
You will be the key interface between Front Office and Back Office for any recommended delegation of activities
You will monitor and guide workload distribution among team members and set priorities based on business needs. Monitor team- and individual queues for ongoing progress and resolution speed.
Drive Knowledge Management activities within the team (supported by the global Knowledge Management mentorship/trainer). Be role model for the sharing of knowledge mentality and the adopted Knowledge Management Methodology (KCS).
Coordinate training sessions for the team, and ensure the team has the training needed.
You’ll Identify & Drive systemic improvement actions for driving positive customer experience
Maintain and extend product knowledge by self-study and by attending relevant training sessions. Maintain awareness of all products offered by Honeywell Industrial Safety.
You will maintain knowledge of current regulations that affect Industrial Safety, particularly in region.
Demo equipment: Ensure local test- and demo equipment is kept up-to-date. Ensure Test Environment ownership and maintenance.
Recruit and interview personnel for support positions.
Build/Modify/Review Support procedures/documentation.
Building & nurturing strong team
Bachelors or Master’s degree in Engineering from any field. Or an equivalent and relevant combination of education, experience and industry recognized certifications.
Minimum 5 years related work in a Technical Support, Sales, Customer Service, product management or related environment required.
Experience with Knowledge Management and Call Center standard methodologies
Experience in a multinational environment
Experience in product development or product support
Microsoft Office - Specifically manipulate spreadsheets (build update reports), Power Points
Management certifications, example: ITIL, PMP, SFS
Project management/coordinating experience
Continuous improvement attitude
Growth and customer focus
Proactive and inventive mentality
Able to drive the activities necessary to bring tasks to conclusion,
Ability to multi-task, and prioritize work.
Personal Protective Equipment/Industrial Safety industry working experience
3+ years of Supervisory experience
Fluent in English both written and Verbal,
Fluency in one or more additional languages (German, French, Dutch, Spanish, Italian),
Ability to present information clearly and concisely, in verbal and written forms.
Fosters teamwork and diversity