Sr Customer Experience Professional

Join us in shaping the future of aerospace innovation in Arizona!

Honeywell Aerospace headquartered in Phoenix is a global leader in aviation technology and industrial innovation. With a legacy of engineering excellence Honeywell designs and manufactures advanced solutions for aircraft engines avionics and connected systems that power thousands of aircraft worldwide.

At Honeywell we believe in building a smarter safer and more sustainable future. Our culture is rooted in operational excellence customer-first thinking and context-driven empathyvalues that guide every interaction and innovation.

Named one of Arizonas top employers Honeywell Aerospace continues to grow by fostering collaboration embracing digital transformation and driving progress across industriesfrom defense and logistics to healthcare and energy. Whether youre passionate about technology service or leadership Honeywell offers a dynamic environment where your voice matters and your impact is real.

As a Senior Customer Experience Professionalat Honeywell youll be instrumental in elevating the experience for our Aircraft on Ground (AOG) customers. This position calls for close collaboration with cross-functional teams and senior leadership to pinpoint improvement opportunities and drive strategic initiatives that enhance our customer experience.

You will report directly to our Sr. Customer Experience Managerand youll work out of our Phoenix AZlocation on a Hybridwork schedule after the completion of training.

Training will be held Monday - Friday 8:00am-5:00pm for the first 90 days. Upon completion of the training the shift schedule will transition to a 2ndshift which will begin between 10am and 12pm and end between 6:00pm and 8:00pm. (Schedule subject to change)

In this role you will impact driving operational excellence improving customer satisfaction and ensuring the organization delivers a world-class customer experience.

KEY RESPONSIBILITIES

• Customer Engagement & Case Management
• Serve as the primary point of contact for AOG customers via phone email and portal.
• Receive research and resolve urgent inquiries complaints and service requests related to grounded aircraft.
• Maintain clear timely communication with customers regarding order status delivery timelines and resolution steps.
• Collaborate with internal teams (logistics inventory warranty and engineering) to expedite part fulfillment and service delivery.
• Leverage integrated dashboards and AI-powered tools to validate inquiries extract data and identify optimal fulfillment paths.
• Participate in continuous improvement initiatives including feedback loops from customer surveys and internal tier reviews.
• Ensure accurate billing warranty validation and waybill tracking for all AOG transactions.
• Coordinate with AOG leaders process experts and global support agents to meet KPIs such as fulfillment speed customer satisfaction and case closure rates.

YOU MUST HAVE

• Minimum 4 years of experience in a high-volume customer support or call center environment.

WE VALUE

• Proven ability to de-escalate complex customer situations with professionalism empathy and urgency
• Proficiency in CRM systems case management platforms and data analysis tools to track performance and customer satisfaction
• Experience in customer experience management with a focus on service recovery and loyalty-building
• Strong analytical and problem-solving skills to resolve time-sensitive AOG inquiries and service disruptions
• Strong leadership and team coordination skills especially in dynamic multi-shift environments
• Excellent verbal and written communication skills with the ability to convey technical information clearly and calmly to diverse audiences
• Salesforce SAP ERP and telephony system experience

BENEFITS OF WORKING FOR HONEYWELL

In addition to a competitive salary leading-edge work and developing solutions side-by-side with dedicated experts in their fields Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical Dental Vision and Life Insurance; Short-Term and Long-Term Disability; 401(k) match Flexible Spending Accounts Health Savings Accounts EAP and Educational Assistance; Parental Leave Paid Time Off (for vacation personal business sick time and parental leave) and 12 Paid Holidays. For more information visit: click here

The application period for the job is estimated to be 40 days from the job posting date; however this may be shortened or extended depending on business needs and the availability of qualified candidates. Job Posting Date: October 24 2025.