Your role will also include overseeing, supervising, and reviewing tasks performed by team members to ensure effective execution of work; managing end-to-end processes and projects for both internal and external clients with responsibility for timely and accurate delivery; issuing clear instructions and guidance to team members on assigned tasks; and mentoring and guiding junior colleagues to support their skill development, professional growth, and overall success.
Responsibilities
• 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 efficient 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 recent 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