Launch innovations in nearly every commercial and defense aircraft platform

The Customer Support Program Manager will be responsible for driving a high-quality customer experience for our defense customers. This role requires complex problem-solving skills and the ability to influence across multiple functions outside and within C&PS. This role will report directly to the Customer & Product Support Director for the EMEA D&S customer business team to support assigned defense customers and lead depot stand up and sustainment programs.

The CSPM is responsible for leading cross-functional program teams to drive customer experience (CX). Responsibilities include aftermarket fleet management activities and overall customer support for defense customers. Additional activities may include Entry Into Service (EIS), reliability monitoring, and identifying and championing in-service product issue projects for fielded products. CSPM's are the customer's advocate and actively coordinate with the SBU, multiple functions and customers to ensure that our platform-wide products are supported in a timely, efficient, and effective manner. The CSPM will be responsible for promoting C&PS strategies and processes that support the C&PS vision, grow our business, and provide solutions to widespread issues that improve customer experience. The individual will partner with other CSPMs, all C&PS functions, business leaders, ISC, Quality, Engineering and GBE.

Key Responsibilities include, but are not limited to:
Ability to lead and influence across functional organizations to achieve customer and Honeywell objectives.
Ability to solve complex issues and drive to resolution under minimum supervision.
Demonstrate the ability to develop a strong cross-functional network and MOS.
Establish and maintain the channels of communication necessary to assure timely customer and business awareness of progress for customer issue resolution and/or projects.
Lead detailed program reviews with internal and external Senior Leadership related to C&PS content and issues.
Successfully lead and execute Entry Into Service for development and in-service resolution programs.
Accurately scope length and difficulty of tasks and projects; set objective and goals; organize work into process steps; develop schedules and task/people assignments. Anticipate and adjust for problems and roadblocks. Successfully mitigate program risk; measure performance against goals and evaluate results.
Maintain relationships with assigned customers through written communications, meetings, program reviews and periodic visits, as applicable. Must maintain the ability for quick response and aggressive implementation of corrective action plans to address specific customer needs and issues.
Coordinate with internal teams/functions (Customer Business Team, Global Customer Excellence, Global Technical Operations, etc.) to provide an integrated Honeywell response to customer issues.
Lead change management communication as it relates to business policies and systemic process changes.
Lead and influence across functional organizations to achieve customer and Honeywell objectives.
Educate, train, and promote utilization of customer self-service tools.

Key Responsibilities Summary
・Customer Support
・Manage Large Scale Projects
・Strategic Project Planning
・Lead Cross-Functional Teams

Must Haves:
・3+ years of experience in C&PS/ISC/customer facing role
・5+ years of project/program management experience
・Be able to read, write and speak Japanese and English
・SAP Intermediate skills
・Additional Qualifications
・Bachelor's degree in Business Administration desired
・Demonstrated strong bias for action and strong internal network
・Ability to drive change
・Strong verbal and written communications skills
・Ability to present complex technical and support issues at peer and executive levels (internal/external customers)
・Proven ability to lead and collaborate with large, diverse teams from various external and internal organizations
・Problem solving skills in ambiguous situations
・Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
・Ability to think strategically, set goals, scope tasks, drive and monitor progress and achieve results, all with balancing customer needs and business goals.
・Strong organizational, and team leadership skills.
・Strong communications/presentation skills, both written and verbal. Proven team-building skills with the ability to interact with all levels of management within the corporation and customer base.
・Demonstrated ability to manage multiple high priority tasks and meet aggressive program milestone targets and company goals
・Ideally the candidate will have some experience working with or for Japanese Trading Companies (JTC's)

Key Responsibilities include, but are not limited to:
Ability to lead and influence across functional organizations to achieve customer and Honeywell objectives.
Ability to solve complex issues and drive to resolution under minimum supervision.
Demonstrate the ability to develop a strong cross-functional network and MOS.
Establish and maintain the channels of communication necessary to assure timely customer and business awareness of progress for customer issue resolution and/or projects.
Lead detailed program reviews with internal and external Senior Leadership related to C&PS content and issues.
Successfully lead and execute Entry Into Service for development and in-service resolution programs.
Accurately scope length and difficulty of tasks and projects; set objective and goals; organize work into process steps; develop schedules and task/people assignments. Anticipate and adjust for problems and roadblocks. Successfully mitigate program risk; measure performance against goals and evaluate results.
Maintain relationships with assigned customers through written communications, meetings, program reviews and periodic visits, as applicable. Must maintain the ability for quick response and aggressive implementation of corrective action plans to address specific customer needs and issues.
Coordinate with internal teams/functions (Customer Business Team, Global Customer Excellence, Global Technical Operations, etc.) to provide an integrated Honeywell response to customer issues.
Lead change management communication as it relates to business policies and systemic process changes.
Lead and influence across functional organizations to achieve customer and Honeywell objectives.
Educate, train, and promote utilization of customer self-service tools.
Key Responsibilities Summary
・Customer Support
・Manage Large Scale Projects
・Strategic Project Planning
・Lead Cross-Functional Teams

Must Haves:
・3+ years of experience in C&PS/ISC/customer facing role
・5+ years of project/program management experience
・Be able to read, write and speak Japanese and English
・SAP Intermediate skills
・Additional Qualifications
・Bachelor's degree in Business Administration desired
・Demonstrated strong bias for action and strong internal network
・Ability to drive change
・Strong verbal and written communications skills
・Ability to present complex technical and support issues at peer and executive levels (internal/external customers)
・Proven ability to lead and collaborate with large, diverse teams from various external and internal organizations
・Problem solving skills in ambiguous situations
・Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
・Ability to think strategically, set goals, scope tasks, drive and monitor progress and achieve results, all with balancing customer needs and business goals.
・Strong organizational, and team leadership skills.
・Strong communications/presentation skills, both written and verbal. Proven team-building skills with the ability to interact with all levels of management within the corporation and customer base.
・Demonstrated ability to manage multiple high priority tasks and meet aggressive program milestone targets and company goals
・Ideally the candidate will have some experience working with or for Japanese Trading Companies (JTC's)

カスタマー・サポート・プログラム・マネージャーは、当社の防衛関連顧客に対する質の高いカスタマー・エクスペリエンスの推進を担当します。この役割には、複雑な問題解決スキルと、C&PSの外部および内部の複数の部門に影響を与える能力が必要です。 この職務は、EMEA D&Sカスタマー・ビジネス・チームのカスタマー&プロダクト・サポート・ディレクターに直属し、指定された防衛関連の顧客をサポートし、デポの立ち上げと維持プログラムをリードします。
CSPMは、部門横断的なプログラムチームを率いて、カスタマー・エクスペリエンス(CX)を推進する責任があります。
担当業務には、防衛関連顧客のアフターマーケット・フリート管理活動や顧客サポート全般が含まれます。 また、サービス開始(EIS)、モニタリング、実戦配備された製品に関する問題プロジェクトの特定と推進も含まれます。
CSPMは顧客の代弁者であり、社内チームや顧客と積極的に調整し、プラットフォーム全体の製品がタイムリー、効率的、効果的な方法でサポートされるようにします。 CSPM は、C&PS ビジョンをサポートする C&PS 戦略とプロセスを推進し、ビジネスを成長させ、顧客体験を向上させる広範な問題に対するソリューションを提供する責任を負います。他の CSPM、すべての C&PS 機能、ビジネスリーダー、ISC、品質、エンジニアリングの部署 と連携します。

主な職務概要
・顧客サポート
・大規模プロジェクトの管理
・戦略的プロジェクトプランニング
・クロスファンクショナルチームのリーダー

必須条件
・3年以上の顧客対応業務のご経験
・5年以上のプロジェクト/プログラムマネジメント経験
・日本語、英語の読み書き、会話ができる。
・SAP中級スキル
その他の資格
・経営学学士号をお持ちの方
・強い行動力と社内ネットワークを有する方
・変革を推進する能力
・英語・日本のコミュニケーションスキル
・複雑な技術的問題やサポート問題を同僚や役員レベル(社内外の顧客)に提示する能力
・社内外の様々な組織からなる大規模で多様なチームを率い、協働する能力
・曖昧な状況での問題解決能力
・時には不完全な情報でも、タイトな期限やプレッシャーの下でも、タイムリーに意思決定を行うことができる。
・戦略的思考能力、目標設定能力、業務範囲設定能力、進捗管理能力、顧客ニーズとビジネス目標のバランスを取りながら結果を出す能力。
・組織力、チームリーダーシップに長けている。
・文書および口頭での優れたコミュニケーション/プレゼンテーションスキル。チームビルディングのスキルを有し、企業や顧客基盤のあらゆるレベルの管理職と交流できる。
・複数の優先順位の高いタスクを管理し、積極的なプログラムのマイルストーン目標を達成する能力を有する。

福利厚生等:
・産休・育休(取得・復職実績100%)、介護休暇
・会社カレンダーに沿って勤務 基本的には土日休み
・リモートワークあり(ポジションによっては直行直帰勤務可能)
・年次有給休暇:初年度10日(入社月により異なる) 試用期間(3ヶ月)の間は使用不可)
・年次病気休暇:毎年6日(試用期間から使用可)
・有給休暇、夏季休暇、 年末年始休暇
・退職金制度(確定給付企業年金+確定拠出年金)
・生命保険制度(会社負担)

インクルージョンとダイバーシティ (I&D) はハネウェルの基本原則です。
私たちは、さまざまな経験、視点、能力、アイデアをもたらす多様な背景や文化を持つ人材を積極的に採用し、育成し、維持しています。
私たちは、すべての従業員が尊重され、尊重され、受け入れられていると感じる包括的な環境を育みます。
インクルージョンとダイバーシティは、私たちにとってコミットメント以上のものであり、私たちの働き方そのものです。

Additional Information