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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading technical support teams, managing escalations, and ensuring adherence to service level agreements while fostering a customer-focused culture. Proficient in project management, resource planning, and effective communication in both German and English.
Highest-signal resume keywords
Team LeadershipTechnical Support ManagementProject ManagementFluent German and EnglishAdvanced Excel Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportProject ManagementRoot Cause AnalysisRisk AnalysisRisk MitigationIntegration TestingTechnical Issue ResolutionMetrics DocumentationCustomer Relationship ManagementSLA Management
Soft Skills
Attention to DetailEffective CommunicationStrategic PerspectiveCustomer FocusMulticultural Team Coordination
Tools & Technologies
ExcelPowerPointWordAI Tools
Industry Keywords
Technical Support EngineeringCustomer ExperienceUTCFS ProcessesService Level AgreementsCross-Functional Collaboration
About the role
Key responsibilities & impact- Lead a team of more than 12 Technical Support Engineers
- Plan workloads and schedules to ensure coverage throughout all CoE operating hours
- Ensure the accurate and timely handling of technical support cases during regular Monday-to-Friday operating hours in accordance with UTCFS processes
- Ensure the ticket pipeline is managed in accordance with UTCFS SLAs
- Serve as the first point of contact for UTCFS customers during escalations
- Lead weekly technical escalations in collaboration with Product Management and Engineering teams in Belgium, Poland, the United States, India, and other countries
- Maintain detailed and accurate metrics and documentation
- Communicate with senior management and provide transparent visibility into team efficiency and resource requirements
- Provide subject-matter expertise for complex integration-related application issues
- Conduct comprehensive testing of the four key security technologies, particularly their combined use within the integrated solution
- Visit customers and customer sites in connection with complex technical solutions
- Take cross-functional responsibility for resolving technical software and hardware issues
- Promote a customer-focused culture and implement best practices to improve efficiency, effectiveness, and customer satisfaction
Requirements
What you’ll need- Experience leading technical or customer experience teams
- Ability to pursue long-term objectives while resolving short-term technical issues
- Knowledge of project management, resource planning, root cause analysis, risk analysis, and risk mitigation
- Strong attention to detail while maintaining a broad, strategic perspective
- Ability to coordinate multifunctional and multicultural teams remotely
- Fluent written and spoken German and English
- Excellent verbal and written communication skills, including the ability to communicate effectively under pressure
- Advanced proficiency in Excel, including advanced functions, as well as PowerPoint, Word, and AI tools
Benefits
Comp & perks- A varied leadership role at an internationally successful technology company.
- The opportunity to lead and further develop a qualified technical support team.
- A collaborative and innovative work environment with short decision-making paths.
- Competitive compensation and attractive benefits.
- A wide range of training and development opportunities within Honeywell.
- Flexible working arrangements, where operationally feasible.
- The opportunity to work on innovative technologies and solutions that make a sustainable contribution to customers and markets.
- Reasonable accommodations for people with disabilities during the application and interview process and in performing essential job functions.