Advanced Application Engineer

The future is what you make it.

When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future.

 The future is what you make it. When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars. Working at Honeywell isn’t just about developing cool things. That’s why all of our employees enjoy access to dynamic career opportunities across different fields and industries. Are you ready to help us make the future?

Purpose of the Job

The primary purpose of this position is to deliver superior customer satisfaction with the HPS Technical Support response, communication, and resolution of customer cases for the HPS System and Infrastructure line of business. The GTAC engineer works in a global team, providing support for a defined set of products/technologies. Works closely with peer colleagues globally to solve technical problems. Visit to customer locations may be required for critical site investigations.

Primary Responsibilities

·       Deliver excellent remote technical support specialized in QCS area.

·       Proactively manage and respond to customer questions, issues, and input accurately and within agreed Service Level Agreement.

·       Respond to customer inquiries by diagnosing the issue and providing the most appropriate technical solution.

·       Open to work on rotating shift to provide remote support for global customers. Available as a stand-by or AHE (After Hours Emergency) support.

·       Comply with all GTAC/GSM processes for case management, documentation and proactive customer communication.

·       Provide local affiliates with periodic updates, so that they can interface effectively with the customer using current information. 

·       Maintain accurate and timely case notes per GTAC process.

·       Proactively escalate issues through GTAC Leadership, development engineer and account team channels.

·       Maintain strong case documentation that will help to create knowledge article after issues resolution.

·       Maintain internal Lab hardware and software used to provide customer support infrastructure

·       Keep abreast with latest technical advances in the broad HPS product/systems portfolio, while maintaining expert knowledge on designated product lines.

Key Performance Measures

·       Respond to the high volume of customer inquiries in an efficient and accurate manner, meeting or exceeding the GTAC published SLA (Service Level Agreement) for Response and Resolution.

·       Maintain proactive and timely communications, providing frequent and informative customer updates according to GTAC processes.

·       Maintain a highly satisfied customer base as measured by Net Promoter Score (NPS).

·       Keep pace with new product development while maintaining expertise in the existing systems.  Accomplish defined skills development by completing all assigned training on-time or early.

·       Demonstrate versatile technical proficiency, flexibility, independence (self-starter) and proactive mentoring/knowledge sharing.