Application Engr I

Purpose of the Job

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. 

Principal Responsibilities

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

 Supervisory Responsibilities

• None

 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.

Key Performance Measures

• Deliver premium remote reservices for all assigned customers
• On board site for remote monitoring and deployment of UDC and required softwares.
• Proactive analysis and Incident Avoidance Cases
• Coordinate remote PM within schedule and quality.
• Ability to provide proactive support to identified customer sites.
• Respond to the high volume of customer inquiries in an efficient and accurate manner, meeting or exceeding the published SLA (Service Level Agreement) for Response and Resolution.
• Maintain proactive and timely communications, providing frequent and informative customer updates. 

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.

Behavioural Competencies Required

• Good administrative, multitasking and time management skills
• Effective, honest communications capabilities. Excellent verbal and written communication skills in fluent English (other languages would be beneficial)
• Strong customer service orientation
• Ability to work as part of a cohesive geographically and culturally diverse team.

Language Requirements

Fluent in English