Sr Customer Support Management Specialist

Honeywell International • Mason, OH

102d • Hybrid

About The Position

As a Senior Customer Support Management Specialist here at Honeywell, you will manage and coordinate the operational aspects of ongoing Customer & Product Support within Business & Material Handling. You will lead coordinating efforts between your accounts (Customers & Internal Business) and key functional teams (procurement, sales, fulfillment). You will assess customer experience, and coordinate resolutions to meet productivity, quality, and customers satisfaction goals and objectives. You will establish mechanisms for monitoring project progress, and for intervention and problem solving cross functionally. You will help Honeywell be the customer's top choice by managing an efficient and effective Customer & Product Parts Support function. You will report directly to our Sr Customer Program Management Manager and you'll work out of our Mason, OH location on a Hybrid work schedule. In this role, you will empower the Company's ability to timely respond to customer demands by coordinating across departments. Build up your business acumen while addressing customer needs in today's dynamic global economy.

Requirements

• Minimum 3+ years in a Customer Support environment.
• Previous experience or training in a technical field or aftermarket parts industry.
• Ability to manage multiple customer inquiries simultaneously and prioritize tasks effectively.
• Excellent written and verbal communications with strong conflict resolution.

Nice To Haves

• Minimum 5+ years of Supply Chain / Aftermarket Spare Parts Technical / Mechanical experience.
• Technical knowledge and the ability to research and understand complex parts and systems.
• Excellent organization and time management skills.
• A strong understanding of business drivers as it relates to customer experience, acknowledge the frustration or inconvenience the customer is experiencing and reassure we are committed to resolving the issue.
• An ability to coordinate situations including but not limited to warranty requests, part compatibility, delivery issues, lead time, quote requests.
• Coordinate complex situations including but not limited to order status, delivery issues, lead time, obsolescence or alternatives.

Responsibilities

• Provide exceptional customer service by answering inquiries related to technical aftermarket spare parts, product specifications, availability and compatibility.
• Assist customers in identifying the correct parts for their machinery, equipment, or software based on technical specifications and requirements.
• Customer acumen including OEM and major account interfaces covering escalation paths, supply chain disturbances and cross-functional (AR, procurement, fulfillment) department problem solving.
• High attention to detail and ability to meet strict deadlines for customers.
• Conduct in-depth research to find and validate aftermarket spare parts for various products, ensuring accuracy and relevancy.
• Ability to train on and understand Bill of Material and drawings to identify part needed.
• Coordinate cross functionally with Engineering & Manufacturing to identify part through a deep dive of the Bill of Material.
• Ability to work efficiently in a fast-paced, high demand environment with a high sense of urgency while remaining customer focused.
• Managing the process if there is a defect of error with the part, work to find a solution, whether it is a replacement, refund or repair.
• Address any discrepancies or issues customers face regarding parts' compatibility, fit or functionality, providing effective solutions.

Benefits

• 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).
• 12 Paid Holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Machinery Manufacturing