Senior technical support role managing and mentoring support engineers, handling escalations, reproducing and diagnosing customer issues for fire and security products, maintaining documentation and training, performing technical analytics, and ensuring TAC KPIs and project logs are recorded.
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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