Tech Supp Professional

As a Lead Technical Support Professional here at Honeywell, you will have the opportunity to lead and manage a team of technical support professionals. You will provide guidance, mentorship, and technical expertise to help your team resolve complex technical issues and deliver exceptional customer service. Your strong leadership skills and ability to collaborate with cross-functional teams will be essential in driving customer satisfaction and achieving business goals.

In this role, you will impact customer satisfaction, team performance, process improvement, collaboration, and business growth. Join us at Honeywell and make a difference in shaping the future of our technical support operations.

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.