Join a team recognized for leadership, innovation and diversityJOB DESCRIPTION
Job Title:
HCI Technical Support – Sr.Advanced Application Engr
Organisation & Function :HCI Technical Support
THE POSITION
Purpose of the Job
The primary purpose of this position is to deliver superior customer satisfaction with the HCI Technical Support response, communication, and resolution of cases for the defined Blending and Movement Automation (BMA) applications by working closely within a Global Team under the direction of a Global Technical Support Team Leader.
Principal Responsibilities
1.Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated BMA applications:
•Ensure that each customer’s experience meets the high standard of HCI Technical Support professional, best in class results:
oEach customer has a technical engagement within our published target response and resolution times and that we correctly resolve the reported issue and symptoms.
oCases are correctly prioritized daily and handled by the most appropriate resource / function within the global organization.
oCustomers receive timely communication and status updates on the progress of their case until resolution.
oThe customer is satisfied and that the issue has been resolved before the Case is closed (in SFDC).
•Actively driving Knowledge Centered Support (KCS) within the team:
oEnsure compliant usage within the team of Knowledge Base to resolve and document cases
oEngage in the creation of new articles (+updating existing articles) for all problem cases
oActively share knowledge articles with customers, HCI service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
oImprove the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
oWork within Communities of Practice to gather and document knowledge
oActively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
oWork with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames
2.Meet or exceed compliance metrics and associated KPI’s established for case response, case resolution, customer status updates, and customer satisfaction.
3.Collaborate across the HCI Technical Support Organization to manage and drive timely and satisfactory customer case resolution.
Principal Networks & Contact Links
•Internal:
oHCI + HPS Technical Support Organization
oInteract with HPS PAS/LSS and HCI local account and project teams.
oInteract with Technology & Product Management.
•External:
oInteract directly with end-user customer technical resources and business leaders on complex or escalated support cases.
oPromote Honeywell capabilities and gain VOC during customer events like the Honeywell User Group (HUG)
Supervisory Responsibilities
•None
Geographic Scope & Travel Requirements
•EMEA role mainly focused in supporting customers in EMEA from 2 PM to 10 PM IST.
•On occasions, working on ‘follow the sun’ case escalations from NALA and handing-over ‘follow-the-sun’ case escalations to APAC + EMEA
•Opportunity to travel to engage with customers on site and at events like HUG, to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies.
•Expected travel <5%
Key Performance Measures
•Exceed HCI/HPS Technical Support Service Level Agreement (SLA) for Response and Resolution
•Exceed HCI/HPS Technical Support requirements for proactive and frequent Customer Communication of case status
•“First contact solve” – increased level of customer self-serve and ‘first engagement’ resolution rates. Measured by Case Deflection rates and SFDC
•Post-release defects/issues: reduced escapes over time via increased NPI participation and advocacy, alpha testing, proactive PAR management.
•Maintain a highly satisfied customer base as measured by Net Promoter Score (NPS)
•Personal competency training plan (including secondary cross-functional depth)
THE CANDIDATE
Education Preferred
•Bachelor’s Degree - Engineering is preferred
Work Experience Required
•Minimum 5+ years’ customer technical support experience with designated BMA application like Inventory Monitoring, Movement Monitoring, Movement control, Blending Control, Blending optimization, Blend performance Monitor or legacy applications like OM&S-SDM, TMM, TCM, PFM, BRC and BPC
•OR, minimum 12+ years’ project experience with designated BMA or legacy applications like OM&S
Technical Skills & Specific Knowledge Required
•Excellent communication and collaborative skills, verbal and written
•Extensive HCI product knowledge
•Good technical understanding of the usage of specific BMA applications within the Heavy Process Industry
Behavioural Competencies Required
•Driven by a desire to contribute, be challenged and grow
•Able to influence collaboration and alignment across functions/business groups to implement and drive change
•Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate
•Analytical thinking and decisive judgment:
oAnalyse issues and problems systematically
oGather broad and balanced input
oDraw sound conclusions, translate into timely decisions and actions.
•Must have a drive for results and to make things happen, be proactive.
•Must balance analysis with doing, set high standards for him as well team members, and commit to organizational goals.
•Good networking and collaboration skills, collaborates with others in own unit and across boundaries; acknowledges others' contributions
•Creative, self-motivated, problem-solving skills (thinks outside of the box)
•Strong facilitator, agent of change, and communicator.
Language Requirements
•Fluent in English
•Additional languages would be an advantageYOU MUST HAVE
- Bachelor’s degree from an accredited institution in a technical discipline such as the sciences, technology, engineering or mathematics
WE VALUE
- Create specific action plans
- Enhance customer relationships
- Understand technology
- Some experience in engineering
- Experience in assembly fabrication
- program management skills
- Individuals who are self-motivated and able to work with little supervision, who consistently take the initiative to get things done, do things before being asked by others or forced to by events.
- Ability toconveysubtle or complex messages clearly, as appropriate for the topic and audience.
- Demonstrated Earned Value Management skills
Additional Information
- JOB ID: req482850
- Category: Engineering
- Location: 56 & 57 Hadapsar Industrial Estate,Pune,MAHARASHTRA,411013,India
- Exempt
Engineering (EMEA)
