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Full-time
bachelor degree
Posted 24d ago
Apply by Jul 23
~40 hrs/week
Responsibilities
Lead strategic customer engagement and manage the resolution of inquiries, complaints, and critical field issues. Coordinate root cause analysis and corrective actions while overseeing product safety and supplier quality activities.
Requirements
Requires a Bachelor's degree in Engineering, Business, Quality Management, Supply Chain, or a related field. Candidates must have proven experience in customer experience, quality management, or escalation management within cross-functional global teams.
Full job description
Lead strategic customer engagement and serve as the primary point of contact for customer inquiries, complaints, escalations, and critical field issues, ensuring a high level of customer satisfaction and loyalty.
Manage customer issue validation, investigation, and escalation processes by coordinating with Manufacturing, Engineering, Supplier Quality, Supply Chain, and Operations teams to drive timely and effective resolution.
Coordinate root cause analysis (RCA) for recurring product failures and field quality concerns, ensuring corrective and preventive actions (CAPA) are implemented, monitored, and sustained.
Oversee product safety, field quality, and supplier quality activities, including coordination of Product Safety Council reviews and escalation of critical risks through Global Business Quality leadership.
Drive proactive customer communication by providing regular updates on order status, delivery risks, product shortages, quality issues, and resolution plans while ensuring appropriate stakeholder review and alignment.
Manage customer-related records, field issue reporting, JIRA case management, performance scorecards, KPIs, and Voice of Customer (VOC) metrics to support business decisions and continuous improvement initiatives.
Support order management, inventory allocation, material shortage mitigation, and delivery execution for strategic customers while balancing customer expectations and operational capabilities.
Foster cross-functional collaboration and lead continuous improvement, digital transformation, and operational excellence initiatives to enhance customer experience, service performance, and business outcomes.
Core Competencies
Customer Experience (CX)
Customer Success Management
Customer Relationship Management (CRM)
Escalation & Crisis Management
Field Quality Management
Supplier Quality Management
Product Safety Governance
Root Cause Analysis (RCA)
Corrective & Preventive Actions (CAPA)
Voice of Customer (VOC)
Stakeholder Management
Cross-Functional Leadership
Process Improvement & Operational Excellence
Data Analytics & Performance Management
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.
Honeywell is a Fortune 500 company that invents and manufactures technologies to address tough challenges linked to global macrotrends such as safety, security, and energy. With approximately 110,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.
For additional information on how Honeywell processes your personal information please visit https://www.honeywell.com/privacy-statement.
Offices: Honeywell International Inc., Charlotte, North Carolina 28202, US · Calle de Josefa Valcarcel, 24, Madrid, Community of Madrid 28027, ES · 85 Enterprise Dr, Markham, ON L6G, CA
Honeywell is a Fortune 500 company that invents and manufactures technologies to address tough challenges linked to global macrotrends such as safety, security, and energy. With approximately 110,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.
For additional information on how Honeywell processes your personal information please visit https://www.honeywell.com/privacy-statement.
Offices: Honeywell International Inc., Charlotte, North Carolina 28202, US · Calle de Josefa Valcarcel, 24, Madrid, Community of Madrid 28027, ES · 85 Enterprise Dr, Markham, ON L6G, CA