Justus Korir
Northford,United States
Summary
Currently working on fire alarm product reliability analysis. Root cause analysis and corrective action. Support customer support team members on product escalations and issue reproduction in Lab.
Overview
8
8
years of professional experience
Work History
Quality Engineer II
Honeywell
04.2024 - Current
CX program management Professional
Honeywell
03.2023 - 08.2023
CX Training Professional
Honeywell
10.2021 - 03.2023
- Learning & Enablement based on development needs of Technical Support and Customers
- Own and deliver agent training on Firelite and System Sensor Product line
- Hub Strategy: Product & Demo Gear
- Own agent coaching, mentoring, call shadowing, case/technical evaluations, and train the trainer process
- Partner with Technical Support Product Owners to address training needs and agent knowledge gaps
- Develop and maintain training content specific to training Power Points, material, success measures/scorecards, skills matrix, and lab equipment
- Develop and manage lab exercises specific to Firelite and System sensor training and ongoing knowledge retention exercises
- Develop and manage product assessments (multiple choice and open-ended questions)
- Deliver training specific to NPI Readiness on Firelite and System sensor product portfolio, ensuring CX is ready and enabled to support new products.
Lead Technical Specialist
Honeywell
09.2020 - 10.2021
- Call handling and acting as escalation point for Firelite and system sensor products.
Sr. Technical Support Specialist
Honeywell
08.2019 - 09.2020
- Firelite alarms.
Technical Support Specialist
Honeywell
12.2017 - 08.2019
Software Developer
Grupo Tic
02.2017 - 11.2017
Education
BSC - Informatics
Instituto Tecnologico de san luis potosi
12.2017
Skills
- Bilingual English Spanish
- Data Analysis
- Problem Solving
Timeline
Quality Engineer II
Honeywell
04.2024 - Current
CX program management Professional
Honeywell
03.2023 - 08.2023
CX Training Professional
Honeywell
10.2021 - 03.2023
Lead Technical Specialist
Honeywell
09.2020 - 10.2021
Sr. Technical Support Specialist
Honeywell
08.2019 - 09.2020
Technical Support Specialist
Honeywell
12.2017 - 08.2019
Software Developer
Grupo Tic
02.2017 - 11.2017
BSC - Informatics
Instituto Tecnologico de san luis potosi
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