Sr Tech Supp Professional

Sr Tech Supp Professional

Honeywell

Diegem, Belgium

Purpose of the Job

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 DynAMo/HFAM applications by working closely within a Global Team under the direction of a Global Technical Support Team Leader.

Principal Responsibilities

• Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated DynAMo/HFAM applications;
• Ensure that each customer’s experience meets the high standard of HCI Technical Support professional, best in class results;
• Each customer has a technical engagement within our published target response and resolution times and that we correctly resolve the reported issue and symptoms;
• Cases are correctly prioritized on a daily basis and handled by the most appropriate resource/function within the global organization;
• Customers receive timely communication and status updates on the progress of their case until resolution;
• The customer is satisfied and that the issue has been resolved before the Case is closed (in SFDC);
• Actively driving Knowledge Centered Support (KCS) within the team;
• Ensure compliant usage within the team of Knowledge Base to resolve and document cases;
• Engage in the creation of new articles (+updating existing articles) for all problem cases;
• Actively share knowledge articles with customers, HCI service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.);
• Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools;
• Work within Communities of Practice to gather and document knowledge;
• Actively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP);
• Work with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames;
• Meet or exceed compliance metrics and associated KPI’s established for case response, case resolution, customer status updates, and customer satisfaction;
• Collaborate across the HCI Technical Support Organization to manage and drive timely and satisfactory customer case resolution.

Principal Networks & Contact Links

• Internal:
  • HCI + HPS Technical Support Organization;
  • Interact with HPS PAS/LSS and HCI local account and project teams;
  • Interact with Technology & Product Management.
• External:
  • Interact directly with end-user customer technical resources and business leaders on complex or escalated support cases;
  • Promote Honeywell capabilities and gain VOC during customer events like the Honeywell User Group (HUG).

Geographic Scope & Travel Requirements

• EMEA role mainly focused in supporting customers in EMEA;
• On occasions, working on ‘follow the sun’ case escalations from APAC and handing-over ‘follow-the-sun’ case escalations to NALA + EMEA;
• Opportunity to travel to engage with customers on site and at events like HUG, to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies;
• Expected travel < 5%.

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, proactive PAR management;
• Maintain a highly satisfied customer base as measured by Net Promoter Score (NPS);
• Personal competency training plan (including secondary cross-functional depth).

Education Preferred

• Bachelor’s Degree – Engineering is preferred.

Work Experience Required

• Minimum 4 years customer technical support experience with designated DynAMo/HFAM or legacy applications;
• OR, minimum 6 years project experience with designated DynAMo/HFAM or legacy applications.

Technical Skills & Specific Knowledge Required

• Excellent communication and collaborative skills, verbal and written;
• Extensive HCI product knowledge;
• Good technical understanding of the usage of specific DynAMo/HFAM applications within the Heavy Process Industry.

Behavioral Competencies Required

• Driven by a desire to contribute, be challenged and grow;
• Able to influence collaboration and alignment across functions/business groups to implement and drive change;
• Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate;
• Analytical thinking and decisive judgment:
  • Analyze 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;
• Must balance analysis with doing, set high standards for him as well team members, and commit to organizational goals;
• 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);
• Strong facilitator, agent of change, and communicator.

Language Requirements

• Fluent in English;
• Additional languages would be an advantage.

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