Provide technical support and escalation for fire and security products; supervise and mentor team members; manage end-to-end projects; perform troubleshooting, lab reproduction, defect identification, testing, documentation, training, and KPI delivery; liaise with product management and record activity in NEX/Salesforce. Up to 10% travel.
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 new 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
- Bachelor’s Degree in engineering ie. Electrical/ Electronics / Instrumentation/ Mechanic/ Computer Science.
- Min 10 ~ 12 years of relevant experience in configurations of Fire & Security Products (FAS, CCTV & Access control system) in the field or min 6 ~ 8 Years of experience in providing technical support of these products.
- Additionally, if any of you have experience handling Honeywell DVM and EBI products, that would be a significant value-add to our project. These specific skills are highly regarded and could provide a distinct advantage in our work.
- Excellent communication skills (oral and written)
- Excellent interpersonal, organizational, and time management skills
- Excellent Project Management Skills and Presentation Skills.
- Good Understanding of Rapid Problem Solving and Six Sigma Lean Principles.
- Ability to type at least 35 words per minute
- Previous experience with troubleshooting software or hardware
- Strong knowledge of Microsoft Operating Systems
- Strong knowledge of Microsoft Office
- Knowledge and experience with SQL
- Basic understanding of electronics concepts
- Experience with LAN/WAN network technologies
- CCNA certification / Windows Service Administration/ Niagara Advanced TCP Certification/ LEED Certifications If available.
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