HVAC Remote Support Technician responsible for providing technical support and troubleshooting for BAS/BMS systems. Collaborating with clients and field technicians to ensure optimal HVAC system performance.
About the role
- Delivering technical support and customer satisfaction as part of Honeywell's global team. Engaging in problem-solving and enhancing customer experiences across various platforms.
Responsibilities
- Provide customer support that meets the high standards of Technical Support
- Resolve customer cases within target response and resolution times.
- Correctly resolve the reported issue and symptoms.
- Prioritize cases with a focus on critical cases, then high priority, then medium and low priority.
- Provide timely communication and status updates on the progress of customer cases until resolution.
- Ensure the customer is satisfied and that the issue has been resolved before closing each case.
- Engage in the creation and updating of knowledge articles.
- Share knowledge articles with customers, HPS service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
- Actively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
- Fulfill daily indivicual and team activities, as well as assigned projects, according to the established performance level.
- Contribute to the continuous improvement of department’s performance or company’s performance: identifies constantly the opportunities of improvement for own activity and department’s activities (Kaizen ideas in accordance with the objectives of the company) and through coaching techniques
- Centralizes monthly data regarding department planning and achievements
- Measure and reports daily department performance;
- Proactive engagement in projects and process transitions within the department
- Meet the goals of the department / team and the behavioral goals of Honeywell
- Involvement in & support of ERP deployment and enhancements
Requirements
- Preferred minimum 3-4 years of related experience (Technical Support)
- Bachelor’s degree in the fields of Information technology, Electronics, or other relevant fields of study.
- Good knowledge systems and applications is a plus
- Good standard of ability with Microsoft Office applications
- Proven organizational and self-motivation skills
- Ability to interact with a wide variety of customers in different countries
- Ability to focus on delivery of an excellent customer support and service whilst working under diverse pressures
- Has a hands-on approach
- Demonstrates an ability to understand customer requirements and priorities to make the right business decisions
- Good verbal and written communication skills
- Fluent in English
- Any other European language skill is a plus (French, Italian, Spanish, Portuguese, Dutch, German)
Benefits
- Competitive Salary regularly increased based on your performance
- Enjoy 25 vacation days per year, plus extra days off for life's special events
- We provide meal vouchers
- Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers)
- Medical Insurance Plan paid by the company
- Christmas and Easter bonuses
- Recognition & referral bonus programs
- Comprehensive induction, ongoing training and development to set you up for success
- In-house and external learning platforms (Udemy) to continue to expand your skills
- Work experience opportunities to help you grow your career with us
- Global employee networks to help you connect and grow
- Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters
- In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids
- Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment
- Your family is growing while working at Honeywell? We congratulate you by offering special bonuses
- Frequent Employee Engagement activities fostering an inclusive and diverse work environment
- 3 + 2 hybrid work arrangement to support your work-life balance
- Flexible working hours
- Fresh fruit days in the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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