Customer Care Specialist assisting diverse clients with Skello software support and solutions. Ensuring customer satisfaction through excellent service and team collaboration in the Spanish market.
About the role
- Sr IT Customer Support Specialist leading IT support operations for global service delivery at Honeywell. Engaging stakeholders and driving transformation initiatives in a hybrid work environment.
Responsibilities
- Drive governance & supplier performance by managing IT supplier relationships, governance processes, contractual commitments, SLAs/OLAs/SLOs, and ensuring innovation, service quality, and alignment with Honeywell standards and policies.
- Ensure reliable IT service delivery through consistent MOS reporting, proactive incident escalation, user experience improvements, local expertise building, and acting as the IT Site Champion to provide accountability and trust.
- Support customers & stakeholders by enabling IT service adoption, delivering on-site support, training users, guiding operational security/compliance needs, and providing escalation support to site and business leaders.
- Lead and contribute to transformation initiatives including technology upgrades, project execution, core service planning (Cyber Safety, Audit & Compliance, M&A, etc.), and driving standardization, cost savings, and new technology adoption.
- Coordinate cross-functional IT & vendors to manage systems monitoring, event escalation, RCA, disaster recovery/continuity, ensure supplier engagement where needed, support customer satisfaction targets, and participate in roadshows/training as required (10–30% travel).
Requirements
- 5+ years of progressive IT experience with growing technical and operational responsibility.
- Strong background in IT Infrastructure, Desktop Support, and Site‑based IT Services, delivering hands‑on solutions in complex environments.
- Proven experience collaborating with managed service providers, contractors, and third‑party partners, both internal and external.
- Enterprise‑level IT project experience, supporting the design, development, and deployment of large-scale initiatives in a global environment.
- Demonstrated success managing and supporting IT sites serving 1,000+ end users, ensuring reliable, high‑quality service delivery.
- Strong communication, interpersonal, and customer‑centric skills with the ability to influence, train, and clearly report to diverse audiences at all organizational levels.
- Proactive, analytical problem‑solver with a fact‑driven mindset, critical thinking, and the ability to stay effective under pressure.
- Collaborative team player who partners well with business stakeholders and takes initiative in managing issues and improving services.
- Solid understanding of IT infrastructure, security concepts, and support for large, business‑critical sites (250+ users); Honeywell experience is a plus.
- Relevant education and certifications, such as a technical or business degree, ITIL, or Six Sigma (preferred but not required).
Benefits
- Enjoy 25 vacation days per year
- Meal allowance
- Benefit Plus Cafeteria Card available to all employees
- Recondition days (sick days)
- To promote health and wellbeing we provide life insurance coverage, employer contribution to Pension saving scheme or long-term investment product (DIP)
- Multisport Card, Makro Card, discount at T-Mobile tariffs and multiple discount programs in our partner network
- 3 plus 2 hybrid work arrangement to support your work-life balance
- Flexible working hours
- Work in international environment
- Recognition and Referral bonus programs
- Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
- Honeywell Learning and Development Center – learning platform with over 10,000 courses from Udemy
- Frequent Employee Engagement activities fostering an inclusive and diverse work environment
- Global employee networks to help you connect and grow
- Comprehensive induction, ongoing training, and development to set you up for success, in-house and external learning platforms supporting development opportunities
Job title
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Degree requirement
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Customer Care role providing support and guidance for clients using Skello's SaaS product. Collaborating with various teams to improve customer satisfaction and product experience.
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