Technical Support Manager - Pittsford, United States - Honeywell

Honeywell Pittsford, United States

1 week ago

Description

Join a team recognized for leadership, innovation and diversity

The Manager of Technical & Training Services is responsible for the technical support and training functions for the Security & Fire Products business leading the Enterprise Segment team.

This position is responsible for supervising customer support requests, trouble tickets, project support and requests for assistance by the pre-sales team, in addition to that he/she needs to coordinate training requests for his team with the training coordinator and other technical team leaders.

The Manager of Technical and Training Services assists and ensures timely and successful completion of tasks and projects that are assigned to his/her teams. This position oversees teams of Field Engineers, System Engineers, and Lab staff.

This role includes working closely with Pre-Sales team to support with requests for deep product knowledge on software or hardware solutions for security & fire systems, and the implementation of these solutions. Also, included is the requirement to provide input of the Middle East region's Product development, System Engineering, and Quality Control input into the respective Centers of Excellence.

The work is analytical and problem solving in nature, and is performed with a high degree of independence. The quality of work must be high, as an error could have a direct negative impact on Partner relationships, fiscal, and / or administrative decision-making. Work is performed under minimal supervision and is reviewed by the C&PS through metrics and solid MOS.

The Manager of Technical & Training Services needs to setup HSF partners as Level 1 tech support through training and re-certifications. He/she shall be the level 2 support through his/her team. While a high level coordination is expected with HSF engineering and PMM teams in order to ensure level 3 support in a timely manner. All of the above should be handled with the highest degree of customer centricity through timely response and communication while maintaining and improving robust internal processes.

The annual base salary range for this position is $71,800 - $89,900. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business conditions.

Responsibilities

Serves as a role model to his or her team for exceptional technical and customer service, professionalism, respectful behavior and teamwork.
Excellent interpersonal skills including the ability to communicate effectively and express ideas clearly both verbally and in writing in non-technical terms for users at all levels and in technical terms for most hardware/software technicians.
Must possess high customer relation skills and technical abilities.
Ability to analyze complex software problems and develop technical or procedural solutions to those problems.
Ability to establish and maintain effective working relationships with co-workers, supervisors, user department personnel and hardware/software suppliers.
Considerable knowledge of practices, procedures, and equipment used in security & fire systems operations.
Knowledge and demonstrated proficiency in various security & fire systems.
Will be proactive in identifying, reporting, and participating in the resolution of any product related Partner safety issues, potential or actual.
Performs performance evaluations to those assigned to his or her team and ensures that they are completed on time.
Responsible for the completion of tasks and projects assigned to his/her team and ensures that they are timely and successfully completed.
Candidate will be highly motivated, having a strong sense of urgency, highly detail oriented and adept at multi-tasking.
Candidate will also be a team player with strong organizational skills, have a professional appearance and positive attitude.
Provides leadership to team members, other HSF staff, and ensures team members are using established communications protocols.
Provides day-to-day technical and operational leadership to a team of professionals. Acts as a technical resource and provides technical training to his/her team members as needed.
Maintains current knowledge with technology changes by attending necessary training and reviewing relevant industry journals.
Ensure that post-sales application engineering staff has the technical ability and application understanding to offer the best solutions for the customer while positioning the company for continued sales growth.
Support product marketing & engineering in required Beta testing for new products introductions.

Must be a US Citizen or Green Card Holder

You Must Have

Bachelor's Degree in Electrical or Electronics Engineering , Computer Science or Engineering, Computer Information Systems or discipline compatible with the support of Integrated Security Systems
8 years of experience in security systems at the level of hardware and software support, with a minimum of 10 years in support of integrated systems using current technologies.

Additional Information

JOB ID: HRD906749
Category: Customer Experience
Relocation Tier: Not Applicable
Security Clearance: No Clearance
Aviation Authority (FAA for US): No
Band: 03
Referral Bonus: 1500
Requisition Type: Standard Requisition
US Citizenship: Due to US export control laws, must be a US citizen, permanent resident or have protected status.
FLSA Statement:
FLSA CODE: Exempt

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