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HoneywellCustomer Experience Training SupervisorPoland
Details
JOB DESCRIPTION

Design solutions to drive safe living and quality of life

Act as a key member of the Learning Technology and Infrastructure team as part of a world-class training organization in Honeywell Building Technologies in Katowice.
In this role you act as the supervisor for HBT’s Global Training Support team working with the Training Support Team, Customers, Training teams, and commercial business representatives to ensure the successful execution of HBT’s My Honeywell Buildings University vision. The successful individual in this role will be a self-starter, have a passion for customer service, excel at handling multiple tasks simultaneously, meet deadlines, and be skilled in process alignment. Leadership, professionalism, problem solving, and forward thinking are all critical skills in this role.
Key responsibilities:
Operational Leadership (40%)
  • Lead the day-to-day operations of the Training Support, including:
  • Acting as coach, mentor, and leader for global training support 
  • Partnering will Training Delivery team to ensure course schedules are up to date and accurate
  • Staffing scheduling to make sure global support is in place to ensure continuous coverage for customer contact
  • Establish SLAs and other Key Performance Indicators, and if unmet, implement corrective actions to resolve
Continuous Improvement, Transformation, and Alignment (30%)
  • Lead and implement continuous improvement activities, including:
  • Alignment of Training Support processes globally
  • Continuous improvement of existing processes to streamline work
  • Definition of new processes as needed based on new training programs and content
  • Creating opportunities for standardization and automation
Stakeholder Management (30%)
  • Partner with internal stakeholder and customers to ensure understanding of key global and brand initiatives by:
  • Acting as a point of escalation for customers and internal stakeholders for customer contact issues and resolution
  • Seeking to resolve issues through win / win resolutions
  • Working with internal partner groups (Customer Service and Technical Support) to establish better ways of working and refine processes
  • Identification of customer issues and proactively working with leadership to resolve
Experience and Educational Requirements
  • 3+ years in Customer Service-related activities
  • 2+ years of experience as a supervisor 
  • Background in Customer Service, Technical Support, Customer Contact
  • Demonstrated experience in using systems thinking to manage work
  • Customer contact center technologies (e.g. Sales Force, IVR)
  • Working knowledge of Microsoft Office programs
  • Excellent skills in ERP systems (preferably SAP)
  • Ability to communicate effectively verbally and in writing
  • Effective organization and time management skills
We Value
  • High accountability and ownership
  • Additional European language will be beneficial
  • Previous leadership experience in a customer contact center
  • Prior experience with process alignment
  • Intrinsic drive to be successful and go the extra mile
  • Proven ability to adapt and learn new ways of working
About Honeywell
Honeywell is a $40 billion diversified Fortune 100 leader with more than 131,000 employees in 100 countries around the world.  Our core businesses – Aerospace, Building Technologies, Safety and Productivity Solutions and Performance Materials and Technologies – are leaders in their respective industries, driving solutions that make people’s lives better every day. Chances are that there are Honeywell products all around you right now.
If this is your dream role, then we'd love to hear from you.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#KATOWICE2021

Additional Information

  • JOB ID: HRD137257
  • Category: Customer Experience
  • Location: Zelazna 4,Katowice,SLASKIE,Poland
  • Exempt
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