Teams at Honeywell Aerospace

Oversee the Level 1 technical support queue, prioritize cases, monitor SLA compliance, and escalate potential breaches. Mentor and coach Tier 1 Support Engineers, conduct quality and queue reviews, support onboarding, maintain knowledge-base documentation, and coordinate complex-case handoffs with Level 2 and Level 3 teams. Track and report weekly queue health and performance metrics while supporting escalated issues during weekends, holidays, and after-hours periods.

Oversee the Level 1 technical support queue, prioritize cases, monitor SLA compliance, and escalate potential breaches. Mentor and coach Tier 1 support engineers, support onboarding, maintain knowledge-base documentation, coordinate handoffs with higher-level teams, review quality scores, and report queue health and performance metrics. The role may require after-hours, holiday, and weekend availability for escalated issues.

Leads Level 2 technical support operations and supervises support professionals handling complex escalations. Responsibilities include coaching, workload management, SLA and case oversight, advanced troubleshooting, customer advocacy, cross-functional resolution coordination, root cause analysis, knowledge management, KPI reporting, and continuous process improvement. Partners with Engineering, Product, Customer Success, Sales, and Operations to improve issue resolution, product supportability, and team capability.