• Lead customer support strategy to ensure every customer receives best-in-industry product support
• Establish trusted relationships with customers through a commitment to problem-solving and demonstrating product understanding
• Coach and supporting a team of customer support professionals
• Identify key performance indicators and metrics to measure team performance and customer support operations, share reports with all levels of the org for visibility
• Hire, manage, and retain top customer support professionals and develop an effective team structure that produces results and surpasses expectations
• Optimize support processes and meet or exceed SLA commitments to customers
• Manage escalation processes for customer support issues
• Define a process to understand and document the current state of customer's end-to-end solutions
• Work with Product and Engineering to refine and optimize internal customer support processes and product release responsibilities
• Work with the Implementation team on communicating support responsibilities post-go-live between different stakeholders (e.g. system integration partners, Clariti, etc.)
• Work with the Implementation team on evaluating customers' readiness for migrations
• Produce customer-facing collateral on end-to-end support and administrator release processes

Skills: Customer Support Strategy, Relationship Building, Team Coaching, KPI and Metric Development, Talent Acquisition and Retention, Process Optimization, Escalation Management, Cross-Functional Collaboration

• Supervises, schedules, and trains staff in the technical program to ensure effective and efficient delivery of service to customers/facilities.
• Manages the maintenance and repair of dialysis and water treatment equipment.
• Plans to ensure the proper and effective use of company resources, i.e. specific budget accounts and cost control, technical support labor hours, asset control, etc.
• Organizes field data, conducts meaningful analysis and makes appropriate recommendations for change and improvements to senior management.
• Coordinates Technical Services activities to obtain state licenses and federal certifications.
• Review/approve payroll for subordinate employees, and implement and support HR policies and procedures.
• Oversee the daily operations of the Technical Support team including resource management, training, mentoring and performance management.
• Mentor and coach frontline Managers to help their teams thrive and deliver best-in-class service
• Develop and execute strategies to improve the support experience and team performance
• Collaborate with Sr. Director of Learning and Enablement to ensure technical proficiency meets standards

Skills: Staff Supervision, Equipment Maintenance, Resource Planning, Data Analysis, Licensing Coordination, Payroll Management, Team Leadership, Training and Mentorship

• Lead, mentor and grow the Technical Support team
• Manage day-to-day operations and provide support and direction to the Technical Support team managers
• Provide leadership through coaching, feedback, development goals, and performance management
• Mentor team leaders/managers and team members regarding the customer journey and drive customer happiness
• Define and implement methods, procedures, tools, and policies to ensure that high-quality service is delivered to customers
• Establish and manage effective cross-functional communication channels within and act as the liaison to deliver customer feedback to internal peers and Sr. management
• Prioritize and multi-task in a fast-paced environment
• Act as the main point of contact for customer escalations and drive to resolution
• Ensure an effective workflow and communication channel is established and maintained with global peers to drive performance and deliver an effective and consistent support experience.
• Monitor and respond to Technical Support escalations as opportunities to turn partners into fans and to help solve system issues permanently.

Skills: Team Leadership, Operations Management, Coaching and Feedback, Customer Journey Management, Service Quality Assurance, Cross-functional Communication, Multitasking, Escalation Management

• Explore future technology needs for the company, by balancing technology innovation, industry trends, and customer and associate-facing solution needs
• Be responsible for partnership and collaboration with various cross-functional teams to modernize the company’s platforms
• Play a key role in enhancing software quality across Technology organizations, and driving end-to-end accountability at all levels of Technology organization
• Be accountable for talent development and building technology bench strength in the organization
• Mentor and coach leaders and individual contributors reporting to this position and play an active role in raising the talent bar across the technology team
• Assume responsibility for the department’s budget, projects, and resources planning
• Create customer-centric culture across teams by helping to bring differentiated customer experiences to life.
• Set direction and provide oversight, coaching, management, and leadership for the team
• Take responsibility for maintaining a high level of client satisfaction
• Meet all Deadlines, and Revenue Goals

Skills: Tech Strategy, Cross-functional Collaboration, Quality Enhancement, Talent Development, Leadership, Budget Planning, Customer Focus, Client Satisfaction

• Refine strategy, entitlements, and monetization model for TS across all HBT offerings and solutions
• Create compelling technical support offerings to be marketed and sold to customers to drive loyalty and revenue.
• Focus on creating a subscription-based technical support program that provides great value for money.
• Incorporate feedback from offering leaders and other key product/solutions stakeholders into the tech support strategy.
• Partner with Finance to ensure complete and accurate measurement of tech support revenues and expenses
• Drive a culture of high performance, operational excellence, and efficient operations
• Collaborate with Sr. Director of CX Strategy and Functional Excellence to create differentiated technical support journeys
• Work with Honeywell Corporate CX to define and implement tech support maturity model, track progress against
• Define customer centric tiered escalation model that ensures continuity of customer contact and swift resolution
• Personalize technical support journey for customers to differentiate between training issues and true tech support need
• Partner with Sr. Director of CX Strategy and Functional Excellence to differentiate freemium and premium tech support
• Become operationally embedded with the “Z21” new product introduction (NPI) process to ensure the readiness of the team
• Design and operationalize customer feedback capture mechanism from tech support touch points as input for R&D
• Define a holistic set of customer-centric KPIs, informed by and aligned to the VoC program, and relentlessly drive performance
• Create a holistic tech support management operating system (MOS) that provides great business unit (GBE) alignment

Skills: Strategy Refinement, Support Offerings, Subscription Development, Stakeholder Collaboration, Financial Management, Operational Excellence, Customer Journey, Escalation Model

• Experience building and managing global support teams.
• Ability to attract, hire and retain high-performing support professionals.
• Ability to move quickly, driving business value and results.
• Experience in effectively managing cross-functional teams and influencing key stakeholders.
• Significant direct experience in developing, overseeing, measuring, and improving business processes.
• Deep knowledge of metrics, reporting and analysis of KPI and service level targets and/or agreements (SLA) to achieve and sustain operational excellence.
• Demonstrated experience with the support of public and private cloud-based solutions as well as managed and data center-hosted technologies.
• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
• Familiar with operating systems, such as Windows, etc.
• Strong budget and financial management acumen.
• Ability to understand and escalate issues efficiently and appropriately.
• Great mediation skills, ability to manage escalations and resolve conflicts.
• Must have the ability to write articles, create presentations, etc. and be able to effectively present them to various customer and stakeholder audiences.

Qualifications: BS in Information Technology with 11 years of Experience

• Experience managing an engineering team focused on technical support
• Should have Solar experience, with a Storage experience
• Knowledge of CRM tools such as Salesforce
• Project management experience
• Must have analytical problem-solving capability, and be detail-oriented
• Familiarity with general residential and commercial wiring
• Strong written and verbal communication skills
• Good decision-making ability
• Prompt response to customer needs
• Able to adapt and succeed in a changing environment.
• Evidence of well-developed leadership skills.

Qualifications: BS in Electrical Engineering with 7 years of Experience

• Extensive experience managing globally diverse support teams
• Strong understanding of the end-user workstation environment.
• Extensive experience with multi-OS platforms (Windows, OSX, Mobile) and workstation hardware/peripherals.
• Ability to effectively interact and engage with Executive team members.
• Working experience with infrastructure components (LAN/WAN/Wi-Fi).
• Extensive background in supporting and managing effective voice/video solutions
• Track record of on-time, on-scope, high-quality implementations.
• Excellent verbal, written, and presentation skills
• Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.
• Good understanding of process orientation, understanding of project management techniques, methodologies and best practices.
• Must have demonstrated and be prepared to exhibit initiative and ownership of project success.

Qualifications: BS in Software Engineering with 9 years of Experience

• Experience, preferably in a BIC SaaS environment
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Experience in leading customer success initiatives to better service customers, increase operating efficiency and support new operational models
• Established track record of exceeding targets, and KPIs SLA, in a quality-led, legislative-compliant environment.
• The skill to partner cross-functionally to champion the team and the customer
• Must have an enthusiastic and dedicated approach to connecting with customers to gain an understanding of their needs and ensure they understand and realize the full value of products and services
• Excellent communication and presentation skills
• The passionate self-belief and trust necessary to be bold and brave in one’s actions to enable controlled risk-taking which allows positions to be challenged, thereby delivering strong results
• Aware of the impact of own words and actions on others
• Able to work collaboratively and seek differing perspectives from people who are diverse in background, culture, and ways of living
• Display a sense of urgency in approaching critical challenges with a passion for making a positive impact, and be committed to customers’ success

Qualifications: BS in Computer Science with 8 years of Experience

• Experience in a technical support environment, handling highly complex issues.
• Experience at the Management level, managing managers in addition to individual contributors, providing partner support to large enterprise customers.
• Proven ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated and informed, and to choose the best one for a given situation.
• Deep empathy for the Customer mindset.
• Proven ability to think Customer-first and effectively prioritize and escalate customer issues as required.
• Outstanding interpersonal skills conducive to collaboration, participating in a global management team, and building bridges across organizational boundaries.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical levels, and do what it takes to get things done.
• Practical experience managing multiple support teams, including outsourcers
• A strong knowledge of all technical support functions and related engineering responsibilities.
• Strong understanding of operational infrastructure, metrics, processes, systems and tools for running a Worldwide Support organization focused on working via Outsourced partner
• Proven ability to manage complex processes and drive continuous process improvement.

Qualifications: BS in Engineering Management with 12 years of Experience