Honeywell

Director of Product Technical Services, Americas

Honeywell • $150K — $180K *
Atlanta, GA 30349In-Person
Technical Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's/Master's degree or equivalent with 10+ years of relevant experience.
  • Extensive product development experience with strong customer-facing skills.
  • Background in building management systems preferred.
  • Excellent interpersonal, verbal, and written communication skills.
  • Proven leadership abilities with a continuous improvement focus.
  • Familiarity with Salesforce.com and SharePoint.
  • Experience in knowledge management and call center operations.

Responsibilities

  • Develop and lead global teams for technical support of Building Management Systems (BMS).
  • Collaborate with product development for support readiness and successful launches.
  • Drive rapid resolution of product issues with Engineering and Quality teams.
  • Implement design initiatives for improved product supportability.
  • Establish best practices to enhance technical support effectiveness.
  • Define a customer-centric escalation model for rapid issue resolution.
  • Develop and execute technical support strategies aligned with business priorities.

Benefits

  • Opportunities for professional growth and career development.
  • Supportive and collaborative work culture promoting knowledge sharing.
  • Access to cutting-edge tools and technologies.
  • Participation in continuous learning and process improvement initiatives.
  • Inclusive environment fostering diversity and teamwork.
Full Job Description
Job Description

As the Director, Technical Support Excellence - Building Management Systems (BMS), you will lead the global strategy, transformation, and execution of Honeywell's technical support organization. In this role, you will drive the development of a world-class customer support function that delivers exceptional customer experiences, accelerates product issue resolution, and enables successful product launches. You will partner closely with Engineering, Product Management, Quality, Service, Sales, and Finance to establish scalable support processes, improve operational performance, and drive continuous improvement across the organization.

The ideal candidate will combine strategic leadership, operational excellence, customer advocacy, and talent development to build a high-performing global technical support organization that supports business growth and customer success.

Responsibilities

Technical Product Support Leadership

  • Develop and lead global teams that deliver world-class technical support for Building Management Systems (BMS) products and solutions.
  • Partner with product development teams to ensure support readiness throughout the product lifecycle and enable flawless product launches.
  • Collaborate with Engineering and Quality teams to drive rapid investigation, escalation, and resolution of product issues.
  • Champion Design for Serviceability initiatives to improve product supportability and customer outcomes.
  • Establish best practices and operating mechanisms to continuously improve technical support effectiveness.

Regional and Operational Excellence

  • Define and implement a customer-centric, tiered escalation model that ensures continuity of customer engagement and rapid issue resolution.
  • Create differentiated support experiences by effectively distinguishing training needs from technical support requirements.
  • Drive achievement of strategic KPIs, operational metrics, and customer satisfaction targets.
  • Partner with Finance to ensure accurate measurement and reporting of technical support revenues, expenses, and performance indicators.
  • Ensure critical deliverables, milestones, and business objectives are achieved on schedule.

Strategy Development and Deployment

  • Establish and execute a technical support maturity roadmap, including ongoing measurement of progress against strategic objectives.
  • Develop and implement subscription-based technical support offerings that provide differentiated customer value and drive business growth.
  • Lead development of short- and long-term technical support strategies aligned with business priorities.
  • Utilize Honeywell operating mechanisms, including X-Matrix, A3 Thinking, and RAIL Management, to drive execution and accountability.
  • Incorporate feedback from offering leaders and key stakeholders to continuously evolve support strategies and service models.

Honeywell Accelerator and Continuous Improvement

  • Implement Honeywell Accelerator principles and Global Daily Management (GDM) elements within the technical support organization.
  • Drive initiatives focused on Tiered Accountability, Continuous Improvement, Leadership Standard Work, and Process Standardization.
  • Lead transformation and change management initiatives across global, cross-functional, and multicultural teams.
  • Foster a culture of operational excellence and continuous learning.

Stakeholder Management and Customer Advocacy

  • Establish and lead a comprehensive management operating system involving Engineering, Sales, Product Management, Quality, Service, and Field Technical Support
  • stakeholders.
  • Design and operationalize customer feedback mechanisms that capture actionable insights from customer interactions and support touchpoints.
  • Ensure customer feedback is effectively communicated to product development teams to drive product enhancements.
  • Partner with Marketing and Product teams to develop and execute customer communications related to technical support programs and initiatives.

Build and Develop a World-Class Technical Support Organization

  • Create and sustain a customer-centric culture focused on delivering differentiated customer experiences.
  • Develop and execute a global talent acquisition strategy for technical support roles, including site selection and workforce planning.
  • Partner with Learning and Enablement organizations to ensure employees achieve and maintain technical proficiency standards.
  • Provide strategic leadership, direction, coaching, and performance management for technical support teams.
  • Establish formal career development frameworks, progression paths, and succession plans for technical support professionals.
  • Mentor and develop team members to support professional growth and organizational capability building.
  • Foster collaboration and knowledge sharing across Honeywell Building Technologies to maximize efficiency and leverage best practices globally.


Qualifications

YOU MUST HAVE

  • Bachelor's/Master's degree, or equivalent with 10+ years of relevant experience.

WE VALUE

  • Extensive Product development with good customer-facing experience.
  • Experience in the Building Management systems is preferred.
  • Excellent interpersonal and verbal & written communication skills
  • Strong continuous improvement mindset, strong leadership impact
  • Experience with Salesforce.com and SharePoint
  • Demonstrated experience with Knowledge Management & Call Center Management
  • Good administration skills
  • Demonstrated excellent leadership skills
  • Strong business


About Honeywell

Honeywell Aerospace is an American company that manufactures aircraft engines, avionics, auxiliary power units (APUs), and other aviation products. The company’s product portfolio includes space equipment, turbine engines, auxiliary power units, brakes, wheels, synthetic vision, runway safety systems and other avionics. President Barack Obama awarded a Honeywell employee the National Medal of Technology for his contributions to air flight safety technology. The company also owns a number of patents related to NextGen technology, aircraft windshields, turbochargers, and more. Honeywell Aerospace was founded in 1936 and is headquartered in Phoenix, Arizona.

Honeywell Careers

Joining Honeywell offers more than just job opportunities; it's a chance to grow with a company known for leadership in innovation and diversity. As a global leader, Honeywell is where your professional journey can reach new heights through a commitment to excellence and continuous improvement.

Work You'll Do

At Honeywell, you'll be part of a team that drives digital transformation across industries. With a focus on sustainability and advanced technologies, Honeywell is not just preparing for the future; we're creating it. Our diverse and inclusive culture fuels our innovation and connects us closer to our customers and the communities in which we operate.

Innovate and Lead

Embrace the opportunity to lead in the marketplace with Honeywell's cutting-edge solutions. Our leadership in areas such as aerospace, building technologies, and performance materials allows you to engage in work that makes a difference. Honeywell is at the forefront of tackling global challenges with innovative technology that improves quality of life.

Career Growth and Opportunities

Whether you're looking for an internship, a graduate role, or a leadership position, Honeywell offers a path to career success. Honeywell's commitment to professional growth is evident in our extensive training and development programs, aimed at expanding your skills and advancing your career.

Join a Dynamic Team

Honeywell's team culture is built on collaboration and respect. With a global team of professionals, you'll network with some of the brightest minds, working together to solve complex challenges. Our commitment to diversity and inclusive growth makes Honeywell not just a great place to work, but a place where your career can thrive.

Benefits and Culture

Honeywell is dedicated to providing employees with a life-work harmony through substantial benefits, including health, education, and retirement plans, ensuring peace of mind for you and your family. Our culture promotes quick learning, flexibility, and adaptation, which are critical in our fast-evolving industries.

Explore Job Opportunities

Discover the range of career opportunities at Honeywell, from engineering to sales, and contribute to our mission of shaping the future. Our hiring process is designed to find not just the right skills but also the right fit for Honeywell's culture.

Stay Connected

Join the Honeywell team to stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Apply Now

Ready to apply? Check out the open positions on the Honeywell Careers page. Tailor your resume, prepare for your interview, and take the first step towards a rewarding career at Honeywell.

Keep Up to Date

Stay informed with the latest news, job alerts, and professional insights tailored to your interests. At Honeywell, your career journey is just beginning.

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Join Honeywell and be part of a team that is dedicated to building a smarter, safer, and more sustainable world.
Learn more about Honeywell
Size
99,000 employees
Market Cap
$143.4 billion
Industry
Manufacturing & Automotive
Net Income
$4.7 billion
Founded
1906
5 Year Trend
-2.6%
Revenue
$32.6 billion
NASDAQ
HON
* Ladders Estimates

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