Join a team recognized for leadership, innovation and diversity

Honeywell is seeking a talented manager to lead one of our Access Control Technical Support Teams, which is responsible for troubleshooting and driving resolution to a variety of queries (both technical and non-technical) from our integrators, end-users, and internal employees. The technical support group spans the Americas region across multiple time zones and is closely coordinated with other support team regions across the globe.

This role will report to the Technical Support Manager and follow a hybrid schedule; 3 days on-site in Pittsford and 2 days remote after 90 days of onboarding and training onsite. This position requires availability after hours, on select holidays as well as on weekends, to respond to escalated issues with customers or employees.

ABOUT THE ROLE

As a primary management escalation resource, this position will manage customers interactions and internal feedback regarding their respective teams. This position provides technical support for integrators and end users by means of technicians and support specialists who diagnose, troubleshoot, and repair a complex environment of access control and video hardware, sophisticated computer systems, software systems and applications, integrated 3rd party products, as well as networking and wireless networking systems.

KEY RESPONSIBILITIES

• Provide leadership and direction to the support team, ensuring professional, efficient, and customer-focused service.
• Manage customer escalations, key account incidents, and participate in customer-facing calls to ensure timely resolution.
• Establish team goals and objectives in alignment with regional and global support strategies.
• Conduct regular 1:1 meetings, manage performance reviews, and support career development opportunities for team members.
• Ensure all support processes are well-documented, current, and aligned with compliance and operational objectives.
• Oversee case management in Salesforce, ensuring thorough tracking and professional communication with customers.
• Ensure adherence to established support procedures and best practices for efficient case resolution and positive customer experiences.
• Provide regular management updates and reports on team performance and operational challenges.
• Recruit, onboard, and develop support team members, fostering a collaborative and motivated work environment.
• Build strong relationships with other support teams, internal departments, and leadership to drive continuous improvements.
• Identify and address inter-departmental workflow challenges to enhance efficiency and collaboration.
• Oversee remote employee schedules, budgets, training plans, and performance expectations.

The annual base salary range for this position is $74,600 $100,000. 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 considerations.

The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.

YOU MUST HAVE

• 5 years related job experience is required in a customer, technical, or field support role with at least 2 years spent in a technical support team lead capacity for complex software applications and server hardware.
• Demonstrated success in managing customer support teams within a technology or service-oriented organization.
• Strong leadership, coaching, and interpersonal skills with the ability to motivate and develop high-performing teams.
• Expertise in customer service management and best practices for delivering exceptional customer experiences.
• Excellent verbal and written communication skills, with the ability to interact effectively at all organizational levels.
• Proven ability to manage multiple priorities in a fast-paced, high-pressure environment.
• Experience with remote team leadership and support center operations.
• Familiarity with support tools such as Salesforce, knowledge base management systems, and customer service metrics.
• Proficiency in Microsoft Office products including Outlook, Word, Excel, and PowerPoint.

WE VALUE

• Experience managing technical support teams is a plus.
• Background in access control, networking, or software support is beneficial but not mandatory.
• Bachelor's degree in business, management, or a related field is preferred.
• 5+ years' experience and expert knowledge of customer support work processes and best practices needed to deliver great customer experiences.
• Advanced knowledge/experience with leading technical support environments.
• Strong knowledge of support tools such as Salesforce, knowledge base management as well as access control products and global architecture of server/software.

BENEFITS OF WORKING FOR HONEYWELL

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.

ABOUT HONEYWELL

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed to introducing state of the art technology solutions to improve efficiency, productivity, sustainability, and safety in high growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe.

Additional Information

• JOB ID: HRD258458
• Category: Customer Experience
• Location: 1212 Pittsford-Victor Road,Pittsford,New York,14534,United States
• Exempt

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.