Director of Product Technical Services, Americas

Honeywell
Atlanta
Workplace: OnsiteFull timeFunction: Executive & General ManagementSkills: ["Leadership","Communication","Continuous improvement","Customer advocacy","Administration"]

Lead and transform Honeywell Building Management Systems (BMS) technical support across the Americas by building global teams, ensuring support readiness through the product lifecycle, and driving rapid investigation and resolution of product issues. Establish tiered escalations, customer feedback mechanisms, and a technical support maturity roadmap. Partner with Engineering, Product Management, Quality, Service, Sales, and Finance to improve operational performance, develop subscription-based support offerings, and lead talent development.

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Honeywell
Honeywell
2 days ago

Director of Product Technical Services, Americas

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Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Lead and transform Honeywell Building Management Systems (BMS) technical support across the Americas by building global teams, ensuring support readiness through the product lifecycle, and driving rapid investigation and resolution of product issues. Establish tiered escalations, customer feedback mechanisms, and a technical support maturity roadmap. Partner with Engineering, Product Management, Quality, Service, Sales, and Finance to improve operational performance, develop subscription-based support offerings, and lead talent development.
Location: Atlanta
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Develop and lead global technical support teams for Building Management Systems (BMS) products and solutions, including support readiness and launch readiness.
  • •Partner with Engineering and Quality to drive investigation, escalation, and resolution of product issues.
  • •Define tiered escalation models, establish best practices, and drive strategic KPIs and customer satisfaction targets.
  • •Create and execute technical support strategies, including subscription-based support offerings and a support maturity roadmap.
  • •Lead transformation and change management across global, cross-functional teams; provide performance management and talent development for technical support organizations.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife Insurance401kLong-term DisabilityFlexible SpendingEapLearning BudgetParental LeavePaid LeavePaid Holidays

Key Requirements

  • •Bachelor’s/Master's degree, or equivalent, with 10+ years of relevant experience.
  • •Extensive product development experience with good customer-facing experience.
  • •Experience with Building Management Systems is preferred.
  • •Strong leadership, interpersonal, and verbal & written communication skills.
  • •Experience with Salesforce.com and SharePoint, plus demonstrated knowledge management and call center management.
Experience:Product developmentCustomer-facing experienceBuilding management systemsKnowledge managementCall center management
Skills:LeadershipCommunicationContinuous improvementCustomer advocacyAdministration
Tech Stack:Salesforce.comSharePoint

Company Brief

Honeywell
Global diversified technology and manufacturing company providing aerospace systems, building technologies, performance materials, and safety & productivity solutions for industrial, commercial, and consumer markets.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 25B to 50B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Charlotte, United States
Founded: 1906
Glassdoor
Glassdoor: 3.8
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