Lead Technical Support Specialist with German (Hybrid)

TSSL1 provides support for one or more range of fire products. The long term objective is to provide support for multiple product lines
Coverage of Technical Support Helpdesk phone & e-mail for DACH and backup the UK Notifier team
Document all interactions with the customers
Point of escalation for Level I Specialists
Handle internal and external customer related issues and concerns through approved communication channels
Active involvement in developing the internal/external article database, by constantly creating/updating new and existing articles, with the purpose of facilitating technical information and procedures to customers and being utilized by all team members for solving customer queries.
Ensuring technical knowledge and expertise on relevant products in a portfolio, including legislative and regulatory approvals, is maintained at a high level.
Develop FAQ’s, Technical Tips, and ‘How-To ’videos on Hardware and Software applications to achieve KCS maturity.
Support the development of internal documentation
Working closely with L2 agents to develop product knowledge and achieve independent call handling (attend Q&A and refresh training sessions, use self-learning sessions in the local lab).
Maintain acceptable call evaluation requirement, KPIs & VOC
Comply to Honeywell labor regulations and the department internal rules, ensuring line coverage and being an adept of best practices, following to constantly achieve business KPI’s.
Create own individual training needs, ensuring with the direct manager that a training program is in place and completed in agree timeline.
Actively participate in departmental activities and initiatives including self help