THE POSITION

Purpose of the Job

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 PAR applications by working closely within a Global Team under the direction of a Global Technical Support Manager.

Principal Responsibilities

• Team Collaboration: Work with a global team to ensure customer satisfaction for PAR, PHD and APM 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.

Key Performance Measures

• 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 etc.
• 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 APAC (Asia-Pacific) region / EMEA region (Europe, the Middle East and Africa).
• Travel: <5%, within APAC region.
• No. of direct reports: None

Education Preferred

• Bachelor/master’s degree in chemical/Process/Control/Instrumentation Engineering or a closely related field

Work Experience Required

• Minimum 10+ years customer technical support experience OR project experience with designated PAR (Production Accounting and Reconciliation)
• Additional experience on APM (Asset Performance Management) or PHD (Process Historian Database) is added advantage.
• Or other MES applications 

Technical Skills & Specific Knowledge Required 

• 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 PAR/PHD/APM 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.

Behavioural Competencies Required

• Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate.
• Analytical thinking and decisive judgment:
  • Analyse issues and problems systematically
  • Gather broad and balanced input
  • 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)

Language Requirements

• Fluent in English
• Additional languages would be an advantage