Application Engr I

Contribute to the growth of the HCI Services business by providing technical support to both internal customers, being Honeywell affiliates, as well external end-user customers. The GTAC engineer works in a global team, providing remote maintenance support for HCI/LSS service engineers to manage and maintain HCI products via Enabled services.  

Responsibilities

• • Ensure that support services are delivered to customers under the Support contract (including BGP, BGP+ and Connected Services Offering).  
  • Manage customer expectations and satisfaction to ensure 100% retention.  
  • Ability to deliver remote support & services remotely and effectively.
  • System Health Monitoring and Alert Analysis via UDC and Honeywell Enabled service.
  • Ability to execute GTAC and other standard audit checklists
  • Report out to regional stakeholders.
  • Proactively manage and respond to customer questions, issues, and input accurately and within Service Level Agreement timing.
  • Comply with all GSM processes for documentation and customer communication.
  • Maintain strong case documentation and follow up to ensure that technical recommendations effectively resolve customer issues.  
  • Provide BGP program teams with periodic updates, so that they can interface effectively with the customer using current information.  
  • Actively share knowledge and new findings with other team members through periodic creation of knowledge articles.
  • Work closely with GTAC (Global Technical Assistance Centre) team to review aging SRs and develop plans to reduce the SR resolution time.    

  Geographic Scope & Travel Requirements

  • Responsible for responding to queries on remote PM from customers globally, during local daytime hours.  
  • All customers are supported, regardless of customer geographic location.  
  • The heaviest concentration of cases generally come from customers in the pole as they identify and require support during their daytime hours.  
  • Opportunity to participate in extended-hours coverage, which increases contact with customers from multiple geographies. 

Qualifications

• Education Required

  • Engineering degree in Chemical/Petrochemical/Instrumentation/Mechanical/ Electronics/IT/CS .

  Work Experience Required

  • 2 -5 years’ experience in the system engineering, operation or services support functions within the Industrial automation industry.

  Technical Skills & Specific Knowledge Required  

  • Strong diagnostic, analytical, troubleshooting and problem-solving skills
  • Proficient in troubleshooting and configuring one or more HCI GTAC-supported portfolio products: DynAMo Suites, APM, PHD, and other supported HCI products/subsystems.
  • Proficient in one or more skills areas: Python, PowerShell scripting, system remote monitoring tools.

  Language Requirements

  • Fluent in English