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;