Lead Cust Sup Mgt Professional (Defense & Space)

Lead Customer Support Management Professional (Defense & Space) 

Tokyo, Japan

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The Customer Support Program Manager (CSPM) is 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 Snr. Manager, Customer & Product Support (C&PS) for the Defense Asia Pacific team and support assigned defense customers. 

The CSPM is responsible for leading cross-functional program teams to drive customer experience. This role serves as the customer’s advocate and actively coordinates with the business team, multiple functions, and customers to ensure that our platform-wide products are supported in a timely, efficient, and effective manner. The individual will partner with other CSPMs, all C&PS functions, business leaders, Integrated Supply Chain (ISC), Quality, Engineering and Product Management.

Honeywell Aerospace locations considered for this role: Tokyo, Japan.

Key Responsibilities:

• 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.
• Depot Planning and Program Management
• 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 IPDS and IRB 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 (CBT, GCE, GTO, 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 align cross-functional teams to prepare and deliver key updates for Executive Reviews, Weekly Operational Reviews with major customers, Quarterly Business Reviews (QBRs), and Leadership Meetings, ensuring clear actions, strong readiness, and high-quality representation of operational performance.
• Educate, train, and promote utilization of customer self-service tools. 
• Generate proposals for complex sustainment support and depot standup programs

Key Experience & Capabilities:

• Customer Support
• Manage Large Scale Projects and Depot Activations
• Strategic Project Planning
• Lead Cross-Functional Teams

Must Haves: 

• Bachelor’s degree in Business, Engineering or related field 
• 5+ years of Business, Customer Support, Engineering, Operations, Supply Chain and/or Program Management
• Minimum 3 years of experience in a direct customer-facing role 
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Experience in implementing customer service best practices

We Value:

• Six Sigma Blackbelt certification 
• PMP/PRINCE2 certification
• Demonstrated strong bias for action and strong networking 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, team building and leadership skills.
• Ability to interact with all levels of management within the corporation and customer base.
• SAP Intermediate skills

Who We Are

The Future Is What We Make It at Honeywell. From sustainable aviation fuel and life-saving healthcare sensors to collaborating on every NASA space mission since the 1950’s, over 100 years of innovation has always been driven by an investment in our people. Learn more about Honeywell: https://www.youtube.com/watch?v=CG-rmG0eKLk 

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Our focus at Honeywell is innovation that drives business, improves the bottom line and creates solutions for our customers and communities around the world. There’s a lot for you to discover. Our solutions, our case studies, our #Futureshapers, and so much more. 

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