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About the Role
The Customer Support Program Manager (CSPM) drives a high-quality customer experience for defense customers. This role requires complex problem-solving skills and the ability to influence across multiple functions within and outside C&PS. Reporting to the Snr. Manager, Customer & Product Support (C&PS) for the Defense Asia Pacific team, the CSPM supports assigned defense customers. The CSPM leads cross-functional program teams to enhance customer experience, serving as the customer’s advocate. This role coordinates with business teams, multiple functions, and customers to ensure timely, efficient, and effective support for platform-wide products. The individual partners with other CSPMs, C&PS functions, business leaders, Integrated Supply Chain (ISC), Quality, Engineering, and Product Management.
Responsibilities
- Lead and influence functional organizations to achieve customer and company objectives.
- Solve complex issues and drive resolutions with minimal supervision.
- Develop a strong cross-functional network and MOS.
- Establish and maintain communication channels for timely customer and business awareness of issue resolution and project progress.
- Perform Depot Planning and Program Management.
- Lead detailed program reviews with internal and external Senior Leadership on C&PS content and issues.
- Successfully lead and execute Entry Into Service for IPDS and IRB programs.
- Accurately scope tasks and projects, set objectives, organize work, and develop schedules and assignments.
- Anticipate and adjust for problems and roadblocks, mitigate program risk, and measure performance against goals.
- Maintain customer relationships through written communications, meetings, program reviews, and periodic visits.
- Implement quick and aggressive corrective action plans for specific customer needs and issues.
- Coordinate with internal teams (CBT, GCE, GTO) to provide integrated Honeywell responses to customer issues.
- Lead change management communication for business policies and systemic process changes.
- Lead and align cross-functional teams to prepare and deliver key updates for Executive Reviews, Weekly Operational Reviews, QBRs, and Leadership Meetings.
- Ensure clear actions, strong readiness, and high-quality operational performance representation in reviews.
- Educate, train, and promote utilization of customer self-service tools.
- Generate proposals for complex sustainment support and depot standup programs.
Requirements
- Ability to lead and influence across functional organizations.
- Ability to solve complex issues and drive resolution with minimal supervision.
- Ability to develop a strong cross-functional network and MOS.
Skills
- Complex problem-solving skills
- Ability to influence across multiple functions
Location
- Tokyo, Japan
About the Company
- Honeywell offers a performance culture comprised of diverse leaders, thinkers, innovators, dreamers, and doers who are changing the future.
- Employees collaborate with top minds, grow through continuous learning, and benefit from an inclusive environment.
- Honeywell rewards performance and celebrates achievements.