Lead Tech Supp Specialist

As a Lead Tech Support Specialist here at Honeywell, you'll be a key player in ensuring the seamless operation of Honeywell's IT systems. As the lead specialist, you'll be responsible for overseeing and coordinating support activities, providing technical expertise, and collaborating closely with cross-functional teams to resolve complex issues. Your in-depth knowledge and problem-solving skills will be instrumental in maintaining our technology infrastructure. Your expertise will be valued, and your contributions will shape the future of our IT support.

In this role, your expertise will ensure the uninterrupted flow of information and the efficiency of our IT systems, which are the lifeblood of our operations. You will be at the forefront of solving complex technical challenges and making critical decisions that directly impact our ability to innovate, compete, and serve our customers. Your leadership and technical acumen will drive excellence in IT support, enabling Honeywell to maintain its reputation as a global leader in technological advancement. Join us and be the driving force behind our continued success.

Key Responsibilities

• Lead resolution of complex and escalated support cases, ensuring timely closure and maintaining high case hygiene standards.
• Adhere to established support protocols to build strong client relationships and deliver consistent, high-quality service.
• Analyze case trends and generate visual reports (charts, tables) to support decision-making and improve client outcomes.
• Participate in client calls with ACSEs and senior engineers to accelerate resolution of Severity-1 and Severity-2 issues; initiate triage and pager duty when needed.
• Collaborate with cross-functional teams (SE R&D, DevOps, Salesforce) to compile and present summaries of recurring client issues.
• Champion the Queue Review initiative to enhance case hygiene and minimize SLA breaches through regular updates and team training.
• Conduct one-on-one sessions with associates to review case queues, offer guidance, and ensure documentation standards are met.
• Mentor seniors members on Gate Review and JIRA workflows to help reduce overall JIRA volume and improve process efficiency.

Qualifications

• Proven track record in managing complex and escalated support cases with a focus on client satisfaction and process hygiene.
• In-depth knowledge of Support 2.0 methodologies and their practical application in client-facing scenarios.
• Strong analytical capabilities with experience in trend analysis and data visualization.
• Excellent communication and collaboration skills, with demonstrated success in client engagement and internal teamwork.
• Leadership experience in initiatives such as Queue Review and India Next Steps coordination.
• Ability to coach and train associates on documentation standards and support best practices.
Proactive mindset with a commitment to continuous improvement in support operations.

Eligibility Criteria

• Minimum 18 months of experience as an Associate Technical Support Engineer.
• Over 3+ years of professional experience in the life sciences domain.
• Strong expertise in TrackWise Digital, Salesforce, and automation tools.