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Principal Responsibilities
- Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated system areas
- Ensure that each customer’s experience meets the high standard of HPS Technical Support professional, best in class results
- Each customer has a technical engagement within our published target response and resolution times and that we correctly investigate and resolve the reported issue and symptoms
- Cases are correctly prioritized on a daily basis and handled by the most appropriate resource / function within the global organization
- Customers receive timely communication and status updates on the progress of their case until resolution
- The customer is satisfied and that the issue has been resolved before the Case is closed (in SFDC)
- Actively driving Knowledge Centered Support (KCS) within the team:
- Ensure compliant usage within the team of Knowledge Base to resolve and document cases
- Engage in the creation of new articles (+updating existing articles) for all problem cases
- Actively share knowledge articles with customers, HPS service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
- Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
- Work within Communities of Practice to gather and document knowledge
- Actively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
- Work with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames
- Meet or exceed compliance metrics and associated KPI’s established for case response, case resolution, customer status updates, and customer satisfaction
- Collaborate across the HPS Technical Support Organization to manage and drive timely and satisfactory customer case resolution
- HPS Technical Support Organization
- Interact with LSS/PAS local service and project teams.
- Interact with Technology & Product Management.
- Interact directly with end-user customer technical resources and business leaders on complex or escalated support cases.
- Promote Honeywell capabilities and gain VOC during customer events
- EMEA role mainly focused in supporting customers in EMEA
- On occasions, working on ‘follow the sun’ case escalations from APAC and handing-over ‘follow-the-sun’ case escalations to NALA
- Opportunity to travel to engage with customers on site to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies
- Expected travel 10%
- Exceed HPS Technical Support Service Level Agreement (SLA) for Response and Resolution
- Exceed HPS Technical Support requirements for proactive and frequent Customer Communication of case status
- “First contact solve” – increased level of customer self-serve and ‘first engagement’ resolution rates. Measured by Case Deflection rates and SFDC
- Post-release defects/issues: reduced escapes over time via increased NPI participation and advocacy, alpha testing, proactive PAR management
- Maintain a highly satisfied customer base as measured by Customer Satisfaction Score (CSAT)
- Personal competency training plan (including secondary cross-functional depth)
Job Details
Posted Date: | 2021-01-19 |
Job Location: | Dubai, United Arab Emirates |
Job Role: | Information Technology |
Company Industry: | General Engineering Consultancy |
Preferred Candidate
Career Level: | Mid Career |
Nationality: | Saudi Arabia |
Degree: | Bachelor's degree |
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Jobs in Emirates - career in Emirates - vacancies in Emirates-Sr Tech Supp Professional - Saudi Nationals Only - Honeywell-Jobs in Emirates - career in Emirates - vacancies in Emirates
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