SAP Senior Technical Support Supervisor
Honeywell
, The Curve BGC, Bonifacio Global City Taguig, Manila, CENTRAL LUZON, , Philippines
6d ago

THE FUTURE IS WHAT WE MAKE IT

SAP Senior Technical Support Supervisor

BGC, Taguig City

Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise.

HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions.

Moving at the speed of software, we are creating, innovating, and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell.

In this high impact, customer facing role, you will be responsible for managing the Connected Logistics PM / CS and Direct Store Delivery (DSD) Customer Operations team, which provides technical and software support to external customers in compliance with contractual Service Level Agreements (SLAs) and internal Service Level Objectives (SLOs).

You shall provide team leadership, guidance, and support to the team, ensuring that they would be able to effectively analyze and solve complex incidents and problems.

You will drive initiatives for operations and technical support, effective knowledge management, best practices, and continuous improvements.

You will collaborate and maintain close working relationship with internal and external stakeholders and continually drive customer experience.

KEY RESPONSIBILITIES :

  • Manage the Connected Logistics PM / CS and Direct Store Delivery (DSD) Customer Operations stream serving different customers and solutions.
  • Understand the business processes, technology stack, software, data flow, and system integration. Represent the organization as the operational supervisor of this stream, ensure actions are derived and followed up in a timely manner, and risks mitigated.

  • Drive customer experience through the timely remediation of incidents, problems, requests, and events. Meet the SLAs and SLOs of the assigned stream.
  • Interact with customers regularly by e-mail, phone and / or collaboration tools. Actively support the presales cycle and onboarding of new customers as required.

  • Provide 24 / 7 on-call support as required to handle business-critical incidents and emergency escalations.
  • Supervise, coach, and mentor technical support professionals. Retain talent by ensuring that direct reports have recurring conversations, career talks, and morale checks.
  • Monitor and evaluate the performance of all direct reports.

  • Build a strong team. Interview, hire, and train new technical support professionals. Reward or correct behaviors in accordance with Honeywell standards.
  • Address employee concerns and problems.

  • Drive knowledge management to build a knowledgebase for internal and external use. Acquire knowledge from cross-functional organizations and continually maintain for effective consumption.
  • Identify gaps and opportunities for improvement. Implement, document, and disseminate initiatives to the organization and ensure that these will be followed.
  • Comply with applicable processes, policies, internal controls, and compliance requirements; support applicable internal and external audits.
  • Be a stakeholder in relevant Scrum ceremonies. Ensure technical problems reported by the customers are addressed timely by cross-functional organizations.
  • YOU MUST HAVE :

  • Bachelor’s Degree in Information Technology, Computer Science, or related field. A Master’s Degree is preferred.
  • 10+ years’ experience in a technical support role.
  • 5+ years’ experience in a customer facing supervisor position and providing leadership to a mid-size team.
  • 5+ years’ experience supporting Direct Store Delivery (DSD), Full-Service Vending (FSV), Sales and Distribution (SD), Plant Maintenance and Customer Service (PM / CS), and / or Materials Management (MM) systems.
  • ITIL V4 Foundation certification or ability to acquire within one (1) year.
  • WE VALUE :

  • Strong alignment with Honeywell Behaviors.
  • Excellent written and verbal communications skills in English.
  • Experience in hands-on SAP ABAP software development.
  • Familiar with the following technologies or tools.
  • oApplication and system monitoring tools

    oPayload and message reprocessing tools

    oBasic understanding of distributed systems, SaaS, cloud computing, and AWS Services

  • AWS Certified Cloud Practitioner certification or any related certifications in cloud computing platforms.
  • Familiar with software development, preferable cloud, and mobile solutions.
  • Familiar with ERP, ticketing, and knowledge management systems.
  • Familiar with contract terms and conditions in a SaaS business.
  • Six Sigma Green Belt certification.
  • Strong analytical skills.
  • Demonstrated business and finance acumen.
  • Experience in optimizing business processes.
  • Strong change agent capabilities.
  • A self-starter with an ability to work unsupervised.
  • Demonstrated ability to deliver on complex, challenging and in stressful situations.
  • Proven experience working with global teams and management levels in a complex matrix organization.
  • Readiness to work in foreign business hours like for example Central European Time (CET).
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