EIS Technical Support Lead - Phoenix, United States - Honeywell

Description

Who Are We?

Honeywell International is a $40 billion diversified Fortune 100 leader with more than 131,000 employees in 100 countries around the world. We invent and manufacture technologies that address some of the world's toughest challenges linked to global macro trends like energy efficiency, clean energy generation, safety and security, globalization, and customer productivity.

The Aerospace Technical Support Organization, ATS, responds to customer technical inquiries 24 hours a day, 7 days a week. The organization responds to issues globally and across all aerospace products and systems. All team members provide their support for customer satisfaction and added value to Honeywell by ensuring that the required customer, product, and system support exists for timely issue resolution.

What Are We Looking For?

An exciting opportunity awaits an experienced and highly skilled individual to join our Field Service team as an EIS Technical Support Lead. In this role, you will serve as the Anthem Avionics EIS Lead for GTO, ensuring the seamless launch of our newest Avionic product line. Your primary responsibility will be to lead the BGA/ATR Global Entry-Into-Service (EIS) requirements across all new Anthem platforms.

As the EIS Technical Support Lead, you will provide strategic technical and business leadership to support a team of EIS Field Service Engineers (FSEs) located globally (Americas, EMEAI, and APAC), with regular review and adjustments as needed.

You will develop EIS customer plan and ensure onsite readiness for the Anthem product. You will offer on-site EIS support to major BGA/ATR customers, addressing technical matters concerning Honeywell Anthem Avionics installations. Additionally, you will support the Aftermarket and collaborate closely with Honeywell senior and executive leadership.

Working in tandem with Commercial Aviation business units, you will collaborate with each Customer Support Leader to cultivate a robust customer support engineering team, fostering positive business relationships with BGA/ATR customers. Your role will also entail delivering expert-level technical assistance and expertise to our global aerospace customers through the HUB. Moreover, you will serve as the dedicated FSE/TCT lead for Anthem, overseeing escalations, training, and mentoring of Anthem TCT members.

Frequent travel is required, this position will necessitate on-site support at customer locations to provide training and technical assistance.

Key Responsibilities

• Develop EIS customer plan and ensure onsite readiness for the Anthem product.

• Working with Engineering to learn and develop play books for use during EIS.

• Provide Training to EIS FSE and end customers.

• Look at new processes and procedures that can push the boundaries and increase competitiveness. Function as a change agent and role model to the organization.

• This position provides the interface between the Commercial Aviation business segments and the Aerospace technical support (ATS) organization for Americas, APAC and EMEAI regions within C&PS.

• Participate in weekly leadership staff meetings for Commercial Aviation C&PS and global for ATS to provide customer and team related updates, seek approval as well as take actions flown down from layers of leadership.

• Coordinates with CBT leadership, Engineering, ISC and Quality in developing and deploying comprehensive support strategies.

• Develop and maintain a Management Operating System.

• Create cohesive FSE units for each EIS Customer through deployment of common processes, goals & objectives, performance measurements, and rewards and recognition program.

• Develop strong service teams that maintain business relationship with key customer personnel.

• Monitor EIS FSE activities to ensure adequate and prompt support for each selected EIS Customer.

• Manage and develop the operations, product coverage and service metrics, VOC, and goals for each EIS Customer FSE team, define standard work and drive consistency across all EIS FSE Customer sites.

• Drive continuous improvements in customer experience through the effective use of the EIS FSE to ensure correct skills and people development. Develop strategic plan that will broaden FSE skill sets and increase cross-Aerospace productivity.

• Maintain a high level of customer satisfaction and support within each Customer. Leverage relationship to improve efficiency, speed, communication, and overall customer experience in doing business with Honeywell. Apply first-hand customer information for improvements; establish and maintain effective customer relationships.

• Drive Best in Class initiative to enhance the overall customer experience and increase customer satisfaction.

Day to Day Responsibilities?

• Responsible for coordinating pre and post Entry into Service readiness activities requirements for field service, such as identifying the EIS FSEs training plans and scheduling training.
• Provide frequent (daily & weekly) updates on customer issues and RAIL to leadership to collaborate across the internal functions and generate solutions to customers.
• Monthly MOR review with Sr. Manager and Director.
• Collaborates with the Customer Business Teams to review voice of the customer and strategies.
• Conduct face to face meeting or calls to determine support strategies and receive feedback on EIS FSE support.

• Provide direct troubleshooting assistance to customers, responding real-time to customer technical inquiries via phone/email and on-site presence, as necessary.

• Routing and escalation of technical issues within the support organization

• Lead Global Anthem Avionics EIS Team:

o Work closely with Sr. Manager on EIS strategy, plans, and directions.

o Ensure flawless launch of Anthem.

o Train and mentor FSEs on Anthem.

o First POC for technical escalations.

o Work within Service Engineering (ISE) to drive technical issues to resolution.

o Work with engineering to secure knowledge transfer of new products.

• Lead Anthem TCT Team:

o Participate actively in technical core team.

o Coordinating technical CASE escalations to the group.

o Work within Service Engineering (ISE) to drive technical issues to resolution.

o Develop and help execute training plans for Anthem/FMS Core Team members.

o Work with engineering to secure knowledge transfer of new products.

• Maintain ownership of technical issue through closure.

• Maintain close relationships with the FMS and Pilatus/APEX/Anthem (GBE) to escalate in service issues and support new products.

• Manage and document customer communications via SFDC and own case closure.

• Manage issue resolution against identified service level goals.

• Contribute to knowledge management of technical issues for easy re-use.

• Provide significant collaboration and coaching to peers, based on knowledge and expertise.

• Participate in project teams: product/technical related, process related, organizational related.

• Other activities may be assigned, depending on organizational and/or business requirements.

U.S. PERSON REQUIREMENTS

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorization

Basic Qualifications

• Expert level knowledge of Pilatus APEX and FMS products and proven history of supporting these products.

• Bachelor's or advanced degree / Significant Avionics Engineering experience (10+ years).

• Minimum 5 years of people management experience and proven leadership track records.

• Demonstrated ability to learn more products (Anthem Avionics).

• Demonstrated ability to mentor and train technical support staff.

• Proven ability to interact with all levels of management within the corporation and customer base.

• Ability to communicate to all levels of the organization.

• Ability to develop and continuously improve processes.

• Airframe and Powerplant (A&P) license or equivalent desired.

Additional Qualifications:

• Strategic Thinker.

• Business Acumen.

• Bias for action.

• Demonstrated ability to be influential with diverse internal and external customers.

• Capable of leading cross-functional teams.

• Strong organizational skills, exceptional motivation and team building skills.

• Self-starter and work effectively with minimal daily supervision.

• Capable of focusing on key processes and improving them as necessary to heighten overall team performance through active use of total quality and six sigma process improvement tools.

• Demonstrated creativity and innovation to maintain high levels of customer satisfaction.

• Broad aerospace product knowledge is desirable.

• Direct experience in aerospace customer support team is highly desired.

• Demonstrated ability to be influential with diverse internal and external customers.

• Proven track record in demonstrating customer satisfaction skills with high visibility customers.

• Ability to take decisions under pressure, adaptability to change and strong analytical skills are essential.

• PMP certification desirable.

Additional Information

• JOB ID: HRD231104
• Category: Engineering
• Location: 1944 E Sky Harbor Circle,Phoenix,Arizona,85034,United States
• Exempt
• Must be a US Person or able to obtain export Authorization.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.