Technical Support Engineer

Honeywell is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global macro trends such as safety, security, and energy. With approximately 122,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.

• Bachelor’s Degree in Engineering
• Relevant experience in customer technical support, project engineering, service experience with MES Products (DynAMo Operations suite, Production accounting and Reconciliation and production planning & scheduling)
• Excellent communication and collaborative skills, verbal and written
• Extensive Honeywell Advanced Solution product knowledge
• Good technical understanding of the usage of specific Advanced Applications
within the Process Industry.
• Fluent in English

• Ensure compliant usage within the team of Knowledge Base to resolve and document
cases
• Engage in the creation of new articles (+updating existing articles) for all problem
cases
• Actively share knowledge articles with customers, HPS service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
• Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
• Actively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
• Work with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames

Geographic Scope & Travel Requirements

• On occasions, working on ‘follow the sun’ case escalations from EMEA and
handing-over ‘follow-the-sun’ case escalations to NALA/APAC
• Expected travel 10%

Key Performance Measures

• Exceed HPS Technical Support Service Level Agreement (SLA) for Response and
Resolution
• Exceed HPS Technical Support requirements for proactive and frequent Customer
Communication of case status
• “First contact solve” – increased level of customer self-serve and ‘first
engagement’ resolution rates. Measured by Case Deflection rates and SFDC
• Post-release defects/issues: reduced escapes over time via increased NPI
participation and advocacy, alpha testing, proactive defect management.
• Maintain a highly satisfied customer base as measured by Net Promoter Score
(NPS)
• Personal competency training plan (including secondary cross-functional depth)