Description
Handle internal and external customer related issues and concerns
Point of escalation for Level I, 2 & 3 Specialists
Record all customer interactions into a NEX Database
Conduct Technical Support data analytics applicable to Customer Interactions and Product Data
Ensure the safeguarding and productive use of the Honeywell furnished materials and equipment
Develop FAQs, Technical Tips on Hardware and Software applications
Assist in the development of internal documentation
Read and comprehend technical documents, quick start guides, and configuration documentation
Liaising with Product management and senior engineering specialists for problem resolution
Work with Senior Support Engineers on current product testing and documentation
Attend and facilitate frequent Technical Related Tier Sessions, work groups & Product Trainings
Manage and maintain the Training and Knowledge Retention Plan for Technical Support
Conduct the trainings for internal and external customer.
Make the Lab setup and reproduce the customer issue.




Identify the defect and enhancement on the customer issue.
Responsible to deliver all TAC KPIs.
Actively participate in departmental activities and initiatives
Document all tasks and project activity in Salesforce.com Project Logs
Maintains acceptable call evaluation requirement
Maintains acceptable VOC requirement
Up to 10% travel

Qualifications
Bachelor’s Degree in engineering ie. Electrical/ Electronics / Instrumentation/ Mechanic/ Computer Science.
Min 10 ~ 12 years of relevant experience in configurations of Security Products (CCTV & Access control system) in the field or min 6 ~ 8 Years of experience in providing technical support of these products.
Additionally, if any of you have experience handling Honeywell DVM and EBI products, that would be a significant value-add to our project. These specific skills are highly regarded and could provide a distinct advantage in our work.
Excellent com

📌 Software Engr Ii Bengaluru
🏢 Honeywell
📍 Bengaluru