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The incumbent will be responsible for understanding and advocating customer quality performance issues to the functions, and ensure that the organization responds to these issues in a way that meets or exceeds customers’ expectations. Position requires breadth of experience across multiple programs, products and customers to determine the right level of actions to improve to improve / maintain the customer experience during adverse situation.
Manage the HSPS Customer Satisfaction initiative as it applies to specific Lines of Business (LOB), regional, or specific strategic customer(s). Facilitate cross functional teams to investigate, develop containment, implement corrective actions, and communicate results associated with Customer Issue Escalations. Work directly with Engineering, Sustaining Quality, Technical Support, and Customer facing groups to ensure Customer Complaints are analyzed for root causes and actions are identified for improvement. Ensure robust corrective and preventative actions are implemented. Manage the regional or strategic customer(s) cross functional monthly issues forums to proactively monitor and improvement customer satisfaction and loyalty. Assist in determining the most effective source of data, and the most efficient sampling methods to be employed to manage regional and strategic customer satisfaction and loyalty. Coach internal departments on quality principles and practices associated with Customer Satisfaction management, including robust 8d creation. Initiate, review and approve quality system procedures which support HSPS Customer Satisfaction management program and initiate continuous improvement activities. Prepare proposals, Cost of Quality estimates, and approaches for the development of quality Customer Experience oriented projects. Manage special initiatives involving quality, customer or business issues. Make presentations to all levels of management and associates as required. Perform other tasks as assigned by Supervisor/Manager. Report status and escalation to Regional Leadership on Critical quality issues affecting the S&PS customers.
30 Lead cross-functional team
20 Support problem solving
10 Communication internal and external
10 Continuous improvement
Exempt Careers at Honeywell - Engineering
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.
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