Honeywell

Job Description

As a Tech Support Specialist at Honeywell, you will play a critical role in providing technical support for our Building Automation Systems (BAS) products and solutions in a call center environment. You will be accountable for troubleshooting and resolving complex technical issues, ensuring the successful implementation of our systems, and delivering exceptional customer service to Honeywell accounts. In this role, you will work with cross-functional teams to address customer needs and provide innovative solutions.

You will report directly to our Tech Support Supervisor. You will work a 40-hour work week within team operational hours of 6:00am to 10:00pm EST, Sunday through Saturday. For the first 90 days, you will be trained in office. After that period, you follow a set schedule of 5 8-hour days within operational days and hours. In addition, this is a hybrid schedule of 3 days in office and 2 days remote.

In this role, you will have a significant impact on the efficiency, productivity, and safety of our customers' buildings by providing exceptional technical support and service.

KEY RESPONSIBILITIES

• Provide technical support through direct customer communication by troubleshooting and resolving complex issues through phone, email, and other applications. Ensure timely completion of requests while maintaining alignment with established KPIs for all updates.
• Proactively identify any customer site issues that may impact overall Building Management System (BMS) performance, and effectively communicate and escalate them as needed.
• Collaborate with cross-functional teams to address customer inquiries and escalations.
• Document and track customer interactions and solutions in service management ticketing systems including work order documentation that maintain direct communication with customers about the progress of requests.
• Verification of proper functioning of hardware and software while communicating with field support personnel and customers in a B-to-B interaction using the highest level of service skills.
• Identify trends and patterns in customer issues to improve product performance, customer satisfaction, and collaborate with multiple levels of management to reach resolutions to stakeholder’s expectations.
• Continuously update your technical knowledge and skills to stay current with the latest industry advancements and product developments.

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. Homepage | Honeywell Benefits

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.

Responsibilities

Key Responsibilities

• Provide technical support to customers, troubleshooting and resolving technical issues
• Answer customer inquiries and provide guidance on product usage
• Collaborate with crossfunctional teams to escalate and resolve complex technical issues
• Document and track customer interactions and technical solutions
• Continuously update knowledge base and stay uptodate with product updates and new technologies

Qualifications

YOU MUST HAVE

• 2+ years of experience in HVAC technical support or a related role involving Building Automation Systems
• High school diploma or equivalent

WE VALUE

• Associate degree or certification in electronic technology, HVAC, or Building Automation Systems
• Experience with Honeywell Building Automation Systems (BAS) products and solutions
• The ability to switch frequently between multiple tasks
• A self-motivated individual who thrives on taking initiative, working independently, and can effectively prioritize their tasks
• Succeeding in a high volume work environment that requires responsible time management skills
• Excellent problem-solving and troubleshooting skills
• Ability to effectively communicate complex technical concepts to both technical and non-technical stakeholders
• Strong customer focus and ability to build and maintain relationships

ABOUT HONEYWELL

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical demands around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company dedicated to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. To learn more, please visit click here.

THE BUSINESS UNIT

Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit click here.

About Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.