Sr. Manager, AERO Technical Support

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Honeywell is hiring a Sr. Manager, AERO TechnicalSupport to work hybrid schedule (subject to change in 2026) out ofour Phoenix, AZ location. The Sr. Manager, Aero TechnicalSupport, provides overall management of the technical support we provide tooperators globally for all Honeywell products across all three verticals, ATR,BGA, D&S. This includes establishing and maintaining the strategy forthis support from skill capability, geographic location and standard processperspectives.

The Sr. Manager also has directtechnical and business leadership to approximately 10 - 15 Field Service Engineers(FSE) across the Americas region. This team provides: resolution to technicalinquiries from customers who contact the ATS Hub team via the InContact phonesystem and webform cases in Salesforce. In addition, onsite support to selectairlines, deployments to aircraft when required and a technical connection withoperators for proactive support discussions.

This position will provide strategic and tactical leadership to theorganization as well as support SBU & Global Technical Operations (GTO)leadership. This position will work closely with the overall ATS >O organization and provide the interface between customers and the GTOorganization within C&PS.
Key Responsibilities:

• Provide strategic and tactical leadership of FSEs within the region and coordinate with Market Segment leadership, C&PS leadership, Engineering, and ISC in developing and deploying comprehensive support strategies for Levels I, II and III technical support by ATS.
• Develop & drive an MOS to execute ATS goals for the Americas region while achieving customer satisfaction and accomplishing SBU and product line goals. Coordinate with SBU, C&PS & GTO groups to ensure we have the right coverage, talent, and linkages to optimize functioning of ATS.
• Lead the coordination of Core Teams establishing, measuring and improving the technical support of those systems and products. This includes establishing a robust Knowledge Base to enable the sharing of the knowledge of the entire team amongst themselves and with operators and maintainers.
• Provide frequent (daily & weekly) updates on customer issues via ATS tier meetings, dashboards and RAILs to leadership to collaborate across the internal functions and generate solutions to customers.
• Develop and provide frequent updates on ATS performance to US customers via communication plan, ad hoc meetings in line with SBU and C&PS expectations.
• Develop and execute alignment of ATS with product line strategies developing training needs for the team.
• Execute development and usage of Knowledge Centred Solutions within the ATS team, and its proactive flow down to customers and other functions.
• People management, performance management, & resource management interactions with Sr. Directors and HR on regular and frequent basis.
• Execute existing and develop new IT tools to execute ATS strategies and plans in supporting customer and business needs.
• Drive capture, reporting, and management of field events/customer reliability issues from US ATS team to E&T as necessary.
• Develop monthly MOR review presentations for Sr. Director and the ATS leadership team to provide updates of the region.
• Create cohesive Management Operating System through deployment of common processes/standard work, goals & objectives, performance measurements, and rewards and recognition program.

U.S. PERSON REQUIREMENTS

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorization
YOU MUST HAVE:

• 10+ years of experience in Aerospace business industry experience
• 5+ years of leadership and/ or people/customer management experience
• A technical mindset while being an effective communicator
• Proven track record in demonstrating customer satisfaction skills with high visibility customers

WE VALUE:

• Bachelor's degree in management or engineering
• Background in Avionics systems
• Strong situational leadership skills with proven experience of leading teams and projects through different environments
• Bias for action, driven by speed and prioritizing to get results fast and right
• Broad cross functional avionic, electrical and mechanical system and product knowledge is desirable
• Direct experience in aerospace customer support team is highly desired
• Knowledge Management System Utilization (SFDC, Avaya System)
• Experience in managing remote workforce
• Ability to think creatively
• Ability to lead and energize teams
• Strong interpersonal skills
• Demonstrated ability to be influential with diverse internal and external customers
• Ability to make decisions under pressure, adaptability to change and strong analytical skills

Additional Information

• Category: Customer Experience
• Location: 1944 E Sky Harbor Circle, Phoenix, AZ 85034 USA
• Exempt
• Must be a US Person or able to obtain export Authorization.

Global (ALL)