Sr Technical Support Manager

Honeywell
United States
Workplace: HybridFull timeUSD 136,000 - 170,000 annuallyFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Coaching","Mentorship","Customer focus","Accountability","Collaboration","Continuous improvement","Data-driven decision making","Stakeholder management","Executive communication"]

Lead and develop a team of technical support managers, team leads, and support engineers while owning support operations and ensuring SLA, response time, and CSAT targets are met. Serve as the senior escalation point for critical customer issues, coordinating cross-functional resolution with Engineering and Product. Drive continuous improvement through KPI analysis, workflow optimization, knowledge management, automation, and organizational change to improve product quality and customer experience.

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FursaFursa
Honeywell
Honeywell
4 days ago

Sr Technical Support Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Lead and develop a team of technical support managers, team leads, and support engineers while owning support operations and ensuring SLA, response time, and CSAT targets are met. Serve as the senior escalation point for critical customer issues, coordinating cross-functional resolution with Engineering and Product. Drive continuous improvement through KPI analysis, workflow optimization, knowledge management, automation, and organizational change to improve product quality and customer experience.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead, coach, mentor, and develop a team of technical support managers, team leads, and support engineers with performance reviews and development plans.
  • •Own support operations to consistently deliver against SLAs, response times, and customer satisfaction targets using KPI monitoring.
  • •Act as the senior escalation point for critical customer issues, coordinating cross-functional efforts and ensuring root cause and corrective actions are completed.
  • •Provide technical leadership for complex troubleshooting and partner with Engineering and Product to address systemic issues and improve product quality.
  • •Develop and execute support strategy, drive continuous improvement and operational efficiency through standardization, best practices, and change initiatives.

Pay and Benefits

Salary: USD 136,000 - 170,000 annually
Perks:Health InsuranceDentalVisionLife Insurance401kPaid LeaveParental LeavePaid Holidays

Key Requirements

  • •8+ years of experience in technical support, customer support, or service delivery roles.
  • •5+ years leading technical support teams and managers.
  • •5+ years managing complex customer escalations and leading root-cause and corrective actions.
  • •5+ years demonstrating support operations and SLA/service excellence framework management.
  • •5+ years working cross-functionally with Engineering, Product Management, and Customer Success teams, with strong executive communication skills.
Experience:8+ years
Education:Bachelor's in Engineering, Computer Science, Information Technology, or related field
Skills:LeadershipCoachingMentorshipCustomer focusAccountabilityCollaborationContinuous improvementData-driven decision makingStakeholder managementExecutive communication
Certifications:ITILPMPSix Sigma
Tech Stack:SalesforceDynamics 365ServiceNowZendeskKnowledge managementAutomationCase management

Eligibility

Nationality:US National

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
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Glassdoor: 3.8
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