About Honeywell
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical challenges around energy, safety, security, air travel, productivity and global urbanization. We are a leading software-industrial company committed to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable and more productive world, enhancing the quality of life of people around the globe.THE BUSINESS UNITHoneywell Building Automation (BA) is a leading global provider of products, software, solutions and technologies that enable building owners and occupants to ensure their facilities are safe, energy-efficient, sustainable and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally.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
Responsibilities
Core Responsibilities:
(Include but not limited to)
- Capability to fault finding issues filtered by Partner, Hub or internal customers.
- Capable to solve the customers technical product problems over calls OR email OR remote support and field if needed.
- Liaising with Product management and senior engineering specialists for problem resolution
- Provide assistance to ensure product readiness for serviceability and reliability
- Coordinate and manage internal Technical Support NPI and User Acceptance Testing
- Provide advanced level escalation support to internal and external customers
- Support the development of technical documentation and training
- Maintain acceptable call evaluation requirement & KPIs
- Develop FAQs, Technical Tips, and ‘How-To ’videos on Hardware and Software applications
- Record all customer interactions into a CRM (Customer Relationship Management) Database
- Ensure the safeguarding and efficient use of the Honeywell furnished materials and equipment
- Actively participate in departmental activities and initiatives
- Maintain acceptable call evaluation requirement
- Maintain acceptable VOC KPI requirements
Qualifications
QUALIFICATIONS
- 2-5 years’ experience in technical role
- Bachelor's degree in a technical related field (Electronics, Computer Science) or an equivalent and relevant combination of education and experience.
- Excellent communication skills (oral and written)
- Excellent interpersonal, organizational, and time management skills
- Ability to type at least 35 words per minute
- Previous experience with troubleshooting software or hardware.
- Should have knowledge on security products like CCTV IP cameras, NVR’s, access control systems etc.
- Strong knowledge of Microsoft Operating Systems & Microsoft Office
- Knowledge and experience with SQL
- Basic understanding of electronics concepts
- Experience with LAN/WAN network technologies
- A+ and/or Network+ certification
- 65% Operational execution
- 15% KCS Creations
- 10% Personal development
- 10% Admin
Metrics
- Case Escalation Management
- Team CSAT
- Agent Utilization
- Technical Excellence
- HSE Compliance
- Call Quality Metrics
- HSE Compliance
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.
