Software Engr II

• 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

Qualifications

• • Bachelor’s Degree in engineering ie. Electrical/ Electronics / Instrumentation/ Mechanic/ Computer Science.
  • Min 10 ~ 12 years of relevant experience in configurations of  Security Products (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.