Sr Tech Support Professional – Aerospace/Aviation
Job Description
Job title: Sr Tech Support Professional – Aerospace/Aviation
Company: Honeywell
Job description: Provide world class mechanical aerospace technical support to our internal and external customers. As a member of the Honeywell Aerospace Technical Support helpdesk you will handle phone calls, emails, and web inquiries from customers operating and maintaining Honeywell equipment. You will drive timely identification, replication, investigation, resolution, and root cause analysis of customer technical issues. You will provide technical expertise for all Honeywell avionics, mechanical systems and components, and you will capture and reuse the knowledge gained through a knowledge management process. You will participate and/or lead continuous improvement projects that improve the customer experience.
Key Responsibilities
· Respond to phone calls and emails requiring Honeywell mechanical/avionics technical support
· Resolve complex technical issues concerning installation, maintenance, troubleshooting, repair, overhaul, operation, modification, and certification of Honeywell mechanical and / or avionics equipment.
· Capture and reuse technical knowledge gained during the technical issue resolution process – knowledge management
· Using Lean Six Sigma tools, participate in or lead projects that will drive improved customer experience and improved business processes
· Document customer issues in Salesforce.com customer relationship management system
· Build relationships with customers and internal support teams
Basic Qualifications
· Extensive experience troubleshooting mechanical systems on business, commercial, and/or military aircraft
· Airframe and Powerplant / avionics license equivalency
· Direct customer facing support experience
Additional Qualifications
· Knowledge of aircraft maintenance and flight operations
· Bachelors or Masters degree
· Aerospace business acumen
· Strong analytical and problem solving skills
· Proven track record in meeting customer commitments and resolving customer concerns in a timely manner.
· Ability to work under pressure
· Strong written and verbal communication skills
· Microsoft office skills (Excel, Word, PPT, Outlook, Teams)
· Ability to work independently with little supervision
· Strong interpersonal skills and ability to form valuable professional relationships
· Strong time management skills with the ability to manage conflicting priorities
· Exhibits sound independent judgment in assessing priorities, needs and problem resolution.
· Experience in minimizing defects and improving processes using Lean Six Sigma tools
· Salesforce.com (SFDC), NICE InContact, TeamCenter
· Knowledge Management Systems
Additional Information
- Category: Customer Experience
- Location: Building 197, Bunford Lane, Yeovil, Yeovil, SOMERSET BA20 2YD GBR
- Nonexempt
