Job Description
The primary purpose of this position is to deliver superior customer satisfaction with the HCI Technical Support response, communication, and resolution of cases by working closely within a Technical Team under the direction of a Technical Support Manager
Responsibilities
RESPONSIBILITIES
Technical support for Honeywell APM/UAS applications to resolve the Customer Issues within service level agreements.
Escalate Issue to GTAC while troubleshooting issues and collaborate with the GTAC and development team to fix them according to Issues priority, thus helping to improve overall stability of APM/UAS applications.
Liaison with the GTAC/development team for timely delivery of solutions to the customers
Actively drive Knowledge Centered Support (KCS) within the team by Engaging in the creation of recent articles (+updating existing articles) for all the issues as applicable.
Actively engage in Continuous Improvement by automating the repetitive task and enhancing the support process as and when required.
Qualifications
YOU MUST HAVE
Bachelor’s/Post Graduate degree in Chemical Engineering/Instrumentation Engineering
8 - 10+ years of Experience in Honeywell Advanced Application like APM/UAS tools; preferably Honeywell APM/UAS applications
Hands-on experience in design, implementation and commissioning experience of APM/UAS applications
Experience in Technical support activities; especially in Honeywell Advanced applications (preferably in APM/UAS)
Experience in SQL Database, Python
Positive communication and writing skills.
Valuable team player. Strong ability to maintain good working relationships with customers.
Customer oriented attitude understands & addresses (internal & external) customer needs and concerns, strong customer advocate
WE VALUE
Understanding APM/UAS implementation and support lifecycle
Collaboration with diverse and global teams
Good troubleshooting skills
Promote customer relationships.
Effective communicator