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The Customer Activation Specialist is the initial point of contact for initiating a Cabin Service offering. The role will be responsible for interfacing and coordinating with internal sales, accounts, technical support teams and vendors to deliver correct and timely activation of various Connectivity and Flight Services to a customer’s aircraft.The activities necessary to provide these services will be performed using a highly interactive, team centered project management approach.
Provide / Activate New Cabin Service Offerings
Clarify requirements of the requested services with the customer to ensure accuracy and customer satisfaction
Coordinate with external service providors and other vendors to initiate data and voice services
Partner with Honeywell sales and accounts teams to ensure seamless hand-off between point of sale, accounts set-up and activation
Provide sales support and training on complex activations that require an understanding of the variables for each service
Proficient use of activation systems, including SAP, Salesforce.com, DBMAN, Mobilware, Inmarsat and Iridium
Manage workflow with minimum supervision while displaying patience, sound judgment, and professionalism under pressure
Execute all tasks with a high degree of accuracy
Provide email and phone support for escalated Activation related issues
Process the required activation tasks utilizing various internal and external (vendor owned) systems
Schedule and conduct customer meetings designed to assemble the team required collect activation requirements
On call support on weekends and nights on a rotating basis
Provide Customer Support / Resolve Inquiries-
Support a global customer base while prioritizing critical issues to ensure customer requirements are met on time
Provide a high level of technical support for Activation related issues
Coordinate all Activation related activities with Sales, Engineering, Technical Support, Accounts and customers - as activation requires
Respond to customer inquiries by phone and email as required and per established Service Level Agreements (SLAs)
Manage and maintain established funnel reporting of all known future and current activations
Maintain established Activation Process for both internal and customer communications
Manage and update activation work instructions, procedures, support material, job aids and training artifacts
Coordinate out of process tasks requiring internal or external escalations
Ensure completion of all required internal process, compliance and regulatory documentation
30 Provide Customer Support
30 Provide / Activate New Cabin Service Offerings
20 Process Management
20 Resolve Inquiries
Associates Degree or high school equivalent
2+ years customer service, system activation experience
2+ years with Satcom, telecom or related technology experience
Technically based system understanding
Experience in aerospace or aviation industry preferred
Experience using SalesForce.com or other CRM tool
Strong verbal and written communication skills
Ability to work collaboratively with multiple Honeywell entities by developing and maintaining effective relationships
Ability to effectively handle a wide range of customers needs with professionalism at all times
Demonstrated ability to work in a changing environment is strongly preferred
Possess a “privilege to serve” attitude
Nonexempt How Honeywell is Connecting the World
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
For more information on applicable equal employment regulations, refer to the EEO is the Law poster .
Please refer to the EEO is the Law Supplement Poster & the Pay Transparency Policy .
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