Technical Support Specialist

Honeywell

Education
Industry
Experience
Skills
Workhours

Technical Support Specialist (Industrial Software)

Innovate to solve the world's most important challenges

Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will use your influence to expedite complicated cases. You will develop broad understanding of customer needs. You will drive the knowledge-sharing mindset, methodology, and tools. You will develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues.

Be part of a team that is solving complex technical problems for the customer
Drive timely responses to customer demands by supporting the coordinating efforts of different teams
Build business acumen while learning to address customer's technical needs

Perform installation and configuration of industrial software for customers based on best practices and industry standards Handle highly complex technical customer issues raised.

Manage internal and external customer expectations to ensure high customer satisfaction

Perform remote services to technically diagnose and resolve issues Diagnose root cause problems and provide solutions through software defects

Interface with all internal departments to facilitate and ensure customer issues are properly addressed Handle customer calls and raised tickets Works with customers and account managers to effectively uncover complete business needs and to translate them into effective technical Matrikon solutions

Maximizes sales-momentum with effective communications: asking the right business/technical questions at right time

Manages internal and external customer expectations to ensure high customer satisfaction while meeting Matrikon sales objectivesHave a background in Performance and Capacity Planning of large enterprises and related performance expertise and know how.

 

    • Bachelor degree in software engineering or equivalent

    • 3+years of experience in an industrial automation field

    • Proficient in English and Spanish.

    • Experience with industrial control or automation systems such as PLCs, HMIs, DCSs and/or OPC

    • An understanding of practical issues in implementing hardware and software applications, typical failure modes, and best practices.

    • Programming experience with .Net, object oriented and/or other programming languages (including Microsoft Sharepoint)

    • Fluency with different operating systems especially Microsoft Windows.

    • Experience with industrial hardware, industry standard protocols (Modbus, RS485, RS232)

    • An understanding of basic networking concepts, and practical issues in network configuration

    • Previous experience with relational databases (ie. SQL)

    • Experience with Control systems (ie. Experion, DeltaV, 800xA, Wonderware)

    • Experience with Data Historians (ie. PHD, PI, IP.21)

    • Excellent attention to detail.

    • Effective verbal and written communications

Nonexempt

Created with SnapConfiguration Industrial SoftwareTechnical SupportProvide solutions through software defectsHandle customer calls and raised tickets

INCLUDES

ADDITIONAL INFORMATION

  • Job ID: HRD13865
  • Category: Customer/Product Support
  • Location: Av. Santa Fe No 94, Torre "A" piso 1, Mexico City, CDMX 01210 MEX

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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Confirmed 3 hours ago. Posted 22 days ago.

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