The Connected Logistics Technical Support Professional is responsible for analyzing and solving Honeywell Track & Trace related incidents, problems and request fulfillments in compliance with contractual Service Level Agreements (SLAs) and internal Service Level Objectives (SLOs). In this customer facing role you will collaborate and maintain close working relationship with external and internal stakeholders and continually drive customer experience. You will create and maintain KBA’s and provide your support to the RCA process. You will drive initiatives for operations and technical support, effective knowledge management, best practices, and continuous improvements. The role may include additional responsibilities such as systems administration, on-boarding activities and providing guidance, coaching and mentoring to other team members.
Responsibilities
Provide prompt and courteous Level 2 technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction while documenting and recording all activity according to departmental standards. Provide 24/7 on-call support as required to handle emergency escalations for business-critical concerns. Depth knowledge on Supply chain halt (SCH) and workflows Hands on experience on Postman, Git, Grafana Understand standard and customized software solutions, customer business processes, and industry regulations and legislations that drive the software life cycle. Analyze errors and defects from different sources/points of failures (mobile device, warehouse system, inventory system, cloud, inbound and outbound adapters, backend, firewall) through incident and problem management. Troubleshoot, research, and replicate issues end to end in an environment of distributed systems including mobile devices, clouds, external repositories, and customer systems. Provide workaround to issues with varying degrees of complexities and priorities. Escalate incidents further into other technical departments (Development, Product Management, Engineering). Monitor and manage events triggered by system alerts. Meet SLAs and SLOs. Create, improve, and publish knowledge management articles to continuously build and improve knowledge base. Identify and analyze gaps on current processes and work on improvements in execution of incident, problem, request, and knowledge management. Collaborate with operational excellence for reports and KPIs. Propose and develop improvements, innovations, and automations.Qualifications
Bachelor’s degree in computer science, information technology, engineering, or any related field preferred. A major, certificate(s) or in-depth experience in technical support. 5+ years’ working experience in a Level 2 software support function. 2+ years’ experience in a SaaS (Software as a Service) business.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.
