Job Description
Job Description ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
Job Description
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 empathy-values that guide every interaction and innovation.
Named one of Arizona's top employers, Honeywell Aerospace continues to grow by fostering collaboration, embracing digital transformation, and driving progress across industries-from defense and logistics to healthcare and energy. Whether you're 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 Professional at Honeywell, you'll 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 Manager and you'll work out of our Phoenix, AZ location on a Hybrid work 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 2nd shift 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.
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: September 18, 2025.
Responsibilities
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.
Additional Qualifications/Responsibilities Qualifications
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
Job Tags
Temporary work, Worldwide, Monday to Friday, Flexible hours, Shift work, Afternoon shift,