Intern - Technical Support Specialist

Purpose of the Job Primary responsibility is to help customers to solve technical issues (post sales). Key assignments include:

Case Management: recording and tracking of all activities in CRM (Service Console) NEX and taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues Developing and maintaining technical Knowledge Base content Timely communication to customers with focus on customer service and relationship building. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Job brief

We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with our applications, programs and hardware.

Technical Support Engineer responsibilities include resolving issues with our products using remote desktop connections to provide immediate support. You will use email and phone to give customers/ partners quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If it is necessary, you will go with our BMS partner in order to solve the issue directly to the installation.

To be familiar with IoT would be very positively evaluated to be prepared for the in-place Honeywell’s strategy.

The main product responsibility will be in Niagara software support. This can be a PC based supervisor installation, or a field controller based BMS application including integration options. The peripheral devices like I/O modules and connected field devices are part of the support. All devices are communicating via internet and serial wired connections. Due to that, knowledge about IT infrastructure and communication protocols is needed.

To be qualified for this role, you should possess extensive knowledge in a relevant field, like technical engineer (industrial, mechanical, telecommunications, IT ...). If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Provide technical support Build relationships with customers Test products & software Develop and share knowledge

Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars…) Provide mainly post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations. Participate and contribute to team meetings and other company meetings across the Honeywell organization. Support of BMS New Product Introduction through NPI introduction programs Facilitate issue identification and analysis Investigate and resolve technical issues Track requests resolution.

Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to Tier 3 and/or appropriate resources. Build relationships with customer base and become knowledgeable about the customer’s needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality. Support the knowledge-sharing