Responsibilities

Purpose of the Job
Contribute to the growth of the HCI Services business by providing technical support to both internal customers, being Honeywell affiliates, as well external end-user customers. The GTAC engineer works in a global team, providing remote maintenance support for HCI/LSS service engineers to manage and maintain HCI products via Enabled services.

Principal Responsibilities
- Ensure that support services are delivered to customers under the Support contract (including BGP, BGP+ and Connected Services Offering).
- Manage customer expectations and satisfaction to ensure 100% retention.
- Ability to deliver remote support & services remotely and effectively.
- System Health Monitoring and Alert Analysis via UDC and Honeywell Enabled service.
- Ability to execute GTAC and other standard audit checklists
- Report out to regional stakeholders.
- Proactively manage and respond to customer questions, issues, and input accurately and within Service Level Agreement timing.
- Comply with all GSM processes for documentation and customer communication.




- Maintain strong case documentation and follow up to ensure that technical recommendations effectively resolve customer issues.
- Provide BGP program teams with periodic updates, so that they can interface effectively with the customer using current information.
- Actively share knowledge and recent findings with other team members through periodic creation of knowledge articles.
- Work closely with GTAC (Global Technical Assistance Centre) team to review aging SRs and develop plans to reduce the SR resolution time.

Supervisory Responsibilities
- None

Geographic Scope & Travel Requirements
- Responsible for responding to queries on remote PM from customers globally, during local daytime hours.
- All customers are supported, regardless of customer geographic location.
- The heaviest concentration of cases generally come from customers in the pole as they identify and require support during their day

📌 Application Engr I (Bengaluru)
🏢 Honeywell
📍 Bengaluru