Technical Support Knowledge Management Specialist

Honeywell is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global macro trends such as safety, security, and energy. With approximately 122,000 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.

You need to have:

• Bachelor degree or equivalent
• 5 years Technical Support experience
• Fluent in English

Additional Qualifications (preferred):
• Experience with Knowledge Management best practices
• Coaching experience
• Knowledge of Vocollect voice or other workflow solutions
• MS Excel, MS Visio, MS SharePoint, MS Powerpoint, Salesforce, Oracle Right Now skills
• Knowledge of Industry related Knowledge Management, Knowledge Base and Knowledge Centred Support methodology, technology and applications
• Proactive thinker and team player
• Structured and process minded, strong coaching and communication skills
• Obsessed with customer and quality
• Able to multi-task, prioritize and work independently as well as in a team environment
• Ability to present information clearly and concisely, in verbal and written forms and to communicate comfortably with diverse audiences at all levels of the organization
• Key behaviours: Motivator, Organized, Gets results, Makes people better, Champions Change

Your responsibilities will be:

• Coordinate and drive adoption of Knowledge Centred Support and case deflection mindset
• Develop corresponding training material and keep up to date
• Set Key Performance Indicators for outstanding Article draft-to-published timeline, and identify and address pipeline bottlenecks. Address by training and coaching where and when needed
• Ensure article draft-to-published approval process is adhered, and address by training and coaching where and when needed
• Execute enhancement activities that improve quality of the knowledge base, efficiency of the knowledge management processes, and customer experience through the technical support portal
• Ensure quality of the knowledgebase is outstanding; articles meet set qualification norms on maturity, participation rate and volume, by auditing technical support engineers and rating and reporting on their Knowledge Centred Support compliance levels
• Improve Case deflection rate by pro-actively suggesting and implementing countermeasures on the FAQs, with Technical Support, Engineering and / or Product Management teams. Train and coach Technical Support teams
• Pro-actively analyze Knowledge Management trends and innovations, analyse improvement suggestions, and translate these into improvement definitions
• Schedule and drive Knowledge Base maintenance
• Documenting of existing and new processes, in compliance with ISO standards, covering knowledge management related procedures, approval processes, solution quality guidelines and system usage instructions
• Coordinate and execute the timely release of internal and external communication, e.g. but not restricted to, the internal / external Technical Newsletters, training material, coaching emails
• Continuously feedback performance & gap analysis to the Business Transformation and Analytics Leader to allow setting relevant goals to steer Knowledge Management maturity where needed

Working hours: 03 PM- 12 AM

Link to One Honeywell Culture video from Honeywell YouTube Channel: http://www.youtube.com/watch?v=CcMf_TFS0kA

Link to join Honeywell’s Talent Network: http://careersathoneywell.com/en/newsletternew

Link to career site: www.careersathoneywell.com