Honeywell

Job Description

The Technical Support Group in Honeywell Connected Industrial (HCI) is responsible for supporting the customer base worldwide. The primary purpose of this position is to deliver superior customer satisfaction with the HCI Technical Support response, communication, and resolution of cases for the defined APM/PHD applications by working closely within a Global Team under the direction of a Global Technical Support Manager.

Key Responsibilities:

• Team Collaboration: Work with a global team to ensure customer satisfaction for APM/PHD applications.
• Customer Experience: Ensure each customer receives timely responses and resolutions, with issues prioritized and handled by the right team members. Keep customers updated until their issues are resolved and confirmed.
• Knowledge Sharing: Promote Knowledge Centered Support by using and creating knowledge base articles, sharing them with customers and team members through various platforms.
• Process Improvement: Enhance case handling by developing guidelines and tools, and Participate in Communities of Practice to document knowledge.
• Product Readiness: Engage in product readiness activities, ensuring technical support is prepared with training and resources.
• Compliance and Collaboration: Meet compliance metrics for case handling and collaborate across the organization to resolve customer cases efficiently.
• Exceed HCI/HPS Technical Support Service Level Agreement (SLA) for Response and Resolution
• Exceed HCI/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 etc.
• Maintain a highly satisfied customer base as measured by Customer Satisfaction survey (CSAT)
• Personal competency training plan (including secondary cross-functional depth)

Responsibilities

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: Benefits at Honeywell

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.

Qualifications

MUST HAVE:

• Bachelor/master’s degree in chemical/Process/Control/Instrumentation Engineering or a closely related field
• Minimum 9+ years customer technical support experience OR project experience with designated PHD (Process History Database)
• Additional experience on APM (Asset Performance Management) is added advantage.
• Or other MES applications (PAR is preferable)

WE VALUE:

• Excellent communication and collaborative skills, verbal and written.
• Excellent problem solving and troubleshooting skills and attention to detail.
• Extensive HCI product knowledge
• Good technical understanding of the usage of specific APM/PHD applications within the Heavy Process Industry
• Strong knowledge on IIS server, SQL server functionalities and should be able to debug application running in these environments.
• Should have minimum knowledge on HTML, JS, CSS, REST protocols. But programming skills will be added advantage· Bachelor/master’s degree in chemical/Process/Control/Instrumentation Engineering or a closely related field

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.