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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/PAR 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/PAR 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 Centred 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, proactive PAR management.
* Maintain a highly satisfied customer base as measured by Customer Satisfaction survey (CSAT)
* Personal competency training plan (including secondary cross-functional depth)

Geographic Scope & Travel Requirements
* This is a global position. The scope will cover the global customer base but with a focus on customers in NALA (Northern America and Latin America) region / EMEA region (Europe, the Middle East and Africa).
* Travel: <5%, within NALA region.
* No. of direct reports: None

YOU MUST HAVE:
Work Experience Required
* Minimum 5+ years customer technical support experience OR project experience with designated APM (Asset Performance Management)
* Additional experience on PAR (Production Accounting and Reconciliation) is added advantage.
* Or other MES applications (Sentinel 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/PAR 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.

Behavioral Competencies Required
* Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate.
* Analytical thinking and decisive judgment:
o Analyse issues and problems systematically
o Gather broad and balanced input
o Draw sound conclusions, translate into timely decisions and actions.
* Must have a drive for results and to make things happen, be proactive.
* Good networking and collaboration skills, collaborates with others in own unit and across boundaries; acknowledges others' contributions.
* Creative, self-motivated, problem-solving skills (thinks outside of the box)

Additional Information

JOB ID: HRD256435
Category: Engineering
Location: 2101 CityWest Blvd,Houston,Texas,77042,United States
Exempt

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, religion, or veteran status.