Application Engr I
Honeywell Technologies
Purpose of the Job
Contribute to the growth of the HCI Services business by providing technical support to both internal customers, being Honeywell affiliates, as well external end-user customers. The GTAC engineer works in a global team, providing remote maintenance support for HCI/LSS service engineers to manage and maintain HCI products via Enabled services.
Principal Responsibilities
- Ensure that support services are delivered to customers under the Support contract (including BGP, BGP+ and Connected Services Offering).
- Manage customer expectations and satisfaction to ensure 100% retention.
- Ability to deliver remote support & services remotely and effectively.
- System Health Monitoring and Alert Analysis via UDC and Honeywell Enabled service.
- Ability to execute GTAC and other standard audit checklists
- Report out to regional stakeholders.
- Proactively manage and respond to customer questions, issues, and input accurately and within Service Level Agreement timing.
- Comply with all GSM processes for documentation and customer communication.
- Maintain strong case documentation and follow up to ensure that technical recommendations effectively resolve customer issues.
- Provide BGP program teams with periodic updates, so that they can interface effectively with the customer using current information.
- Actively share knowledge and new findings with other team members through periodic creation of knowledge articles.
- Work closely with GTAC (Global Technical Assistance Centre) team to review aging SRs and develop plans to reduce the SR resolution time.
- None
- Responsible for responding to queries on remote PM from customers globally, during local daytime hours.
- All customers are supported, regardless of customer geographic location.
- The heaviest concentration of cases generally come from customers in the pole as they identify and require support during their daytime hours.
- Opportunity to participate in extended-hours coverage, which increases contact with customers from multiple geographies.
- Deliver premium remote reservices for all assigned customers
- On board site for remote monitoring and deployment of UDC and required softwares.
- Proactive analysis and Incident Avoidance Cases
- Coordinate remote PM within schedule and quality.
- Ability to provide proactive support to identified customer sites.
- Respond to the high volume of customer inquiries in an efficient and accurate manner, meeting or exceeding the published SLA (Service Level Agreement) for Response and Resolution.
- Maintain proactive and timely communications, providing frequent and informative customer updates.
Education Required
- Engineering degree in Chemical/Petrochemical/Instrumentation/Mechanical/ Electronics/IT/CS .
- 2 -5 years’ experience in the system engineering, operation or services support functions within the Industrial automation industry.
- Strong diagnostic, analytical, troubleshooting and problem-solving skills
- Proficient in troubleshooting and configuring one or more HCI GTAC-supported portfolio products: DynAMo Suites, APM, PHD, and other supported HCI products/subsystems.
- Proficient in one or more skills areas: Python, PowerShell scripting, system remote monitoring tools.
- Good administrative, multitasking and time management skills
- Effective, honest communications capabilities. Excellent verbal and written communication skills in fluent English (other languages would be beneficial)
- Strong customer service orientation
- Ability to work as part of a cohesive geographically and culturally diverse team.
Fluent in English
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.