Sr Customer Support Management Professional

Honeywell • Phoenix, AZ

9d • Hybrid

About The Position

As a Sr Customer Support Management Professional here at Honeywell, you will be responsible for specializing in Fire Station Alerting systems, engaging directly with clients, providing expert guidance to new users and delivering comprehensive, hands-on training. Your advanced technical knowledge, communication skills and commitment to exceptional customer service will be essential in ensuring client satisfaction and the successful deployment of US Digital Designs fire station alerting solutions You will report directly to our Sr Customer Support Management Supervisor and you’ll work out of our Phoenix, AZ location on a Hybrid work schedule. This essential customer-facing role requires a high level of technical expertise, effective instructional skills, strong customer service orientation, and readiness for frequent travel. In this role, your passion for technology and a drive to contribute meaningfully to the emergency services sector are encouraged to apply for this impactful opportunity with US Digital Designs by Honeywell.

By effectively managing the customer support function at a senior level, you will contribute to customer loyalty, retention, and business growth. Your leadership and expertise will play a crucial role in enhancing our reputation as a customer-centric organization.

Requirements

• Proven experience in technical roles that involve customer interaction, or direct work within fire services or Public Safety Answering Point (PSAP) settings.
• Advanced technical proficiency and in-depth familiarity with fire station alerting systems or comparable mission-critical technologies.
• Exceptional communication and instructional capabilities, with a proven ability to articulate complex technical concepts clearly to diverse audiences.
• Willingness and ability to travel extensively and operate autonomously in various locations throughout the United States and Canada.
• Strong analytical and critical thinking skills, with a demonstrated aptitude for effective problems solving in high-pressure situations.

Nice To Haves

• Demonstrated operational experience within emergency services environments or direct involvement in fire station operations.
• Possesses in-depth expertise in IT networking architectures, protocols, and industry best practices essential for supporting mission-critical systems.
• Proficiency in the configuration, integration, and maintenance of radio communication systems utilized in public safety applications.
• Expertise in authoring comprehensive technical documentation and developing user guides to facilitate knowledge transfer and system adoption.
• Demonstrated expertise in interpersonal communication and client relationship management, consistently cultivating lasting partnerships and achieving high levels of stakeholder satisfaction

Responsibilities

• Customer Engagement: Serve as the primary in-field liaison for clients and installation teams, delivering expert-level service and technical support for advanced fire station alerting systems. Ensure all customer interactions reflect the highest standards of professionalism and technical competence.
• Technical Expertise: Apply deep knowledge of fire station alerting technologies to diagnose, troubleshoot, and resolve complex system issues. Implement solutions that optimize system reliability and performance, leveraging best practices and industry standards.
• Training and Support: Design and deliver comprehensive, hands-on training programs for end-users and installation personnel, covering both software and hardware components. Ensure participants achieve full operational proficiency and provide ongoing technical support to address emerging needs.
• Travel: Demonstrate flexibility and readiness for extensive travel to diverse fire station sites, performing installation, maintenance, and technical support activities to uphold system integrity and client satisfaction.
• Documentation: Maintain meticulous records of all customer engagements, technical challenges, and resolutions. Develop and update technical documentation, training materials, and user guides to support knowledge transfer and system sustainability.
• Collaboration: Collaborate effectively with internal stakeholders, including project managers, ISC teams, and technical support staff, to ensure seamless project execution and continuous improvement.
• Subcontractor Management: Oversee and coordinate subcontractor activities, ensuring strict adherence to project specifications, timelines, and quality standards. Validate that all subcontractor deliverables align with organizational requirements and client expectations.
• Systems Inspection: Conduct rigorous inspections and performance evaluations of fire station alerting systems to verify compliance with operational standards. Execute detailed site surveys and technical assessments to inform system enhancements and risk mitigation strategies

Benefits

• In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package.
• This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees