Sr Technical Support Professional (Building Automation)

Independence, OH

#Hybrid after first 90 days

As a Sr Tech Facilitate Professional here at Honeywell, you will provide technical facilitation and assistance to customers, ensuring their satisfaction and resolving any issues they may have. You will be accountable for troubleshooting and diagnosing problems, providing solutions, and escalating complex issues when necessary. Your expertise and knowledge will play a crucial role in maintaining customer relationships and ensuring a positive experience.

In this role, you will impact customer satisfaction by providing timely and effective technical facilitation, resolving issues efficiently, and maintaining a high level of professionalism.

KEY RESPONSIBILITIES

Cost Control & Productivity

• Achieve revenue, margin and customer KPI targets

• Taking ownership to implement best cost solutions

• Effectively adopt, implement and comply with HBS Global policies, processes, procedures, service tools and business best practices.

Contract Deliverables

• Understand detailed scope of contracts covered

• Ensure contract obligations are compliantly completed through effective communication, maintenance and facilities improvement as described in the agreement.

• Manage SLA attainment for overall resolutions.

• Ensure commonly ordered post installation parts availability.

• As applicable, ensure substitute, compatible parts are available.

• Follow the Honeywell SOPs and ensure adherence to these emphasizing every service technician utilizes these according to the contract

Extra Works Generation

• Identify opportunities and manage proposals for extra works including estimate review process post installation in warranty situations, time and material jobs

• Target >50% of service contract value as extra works orders

Resource Planning

• Ensures service contracts, additional works and small service projects are resourced properly

• Manages selection and oversight of subcontractors

• Ensure sub-contracts meet customer KPIs and are actively managed and reviewed

Collaborative Performance

• Develop strong relationships with Sales, Services and Solutions Leaders to ensure: effective sales to operations handovers, optimized utilization of resources

  BENEFITS OF WORKING FOR HONEYWELL

  • Medical, Vision, Dental, Mental Health Benefits

  • Paid Vacation

  • 401k Plan/Retirement Benefits (as per regional policy)

  • Career Growth

  • Professional Development

YOU MUST HAVE

• Knowledge of work order management systems

• Knowledge of quote tools and offer to cash processes

• Knowledge of contract negotiation and renewal processes

• Knowledge of accounts receivable processes

• Min 5 years experience in delivering building services

• Thorough knowledge of contract obligations

• Project or programmer management of mechanical and electrical systems

• Network or remote connectivity experience preferred

• Track record of delivering customer satisfaction

• Contract knowledge - The ability to understand language data at contract level and identify appropriate actions indicated by variances to ensure key metrics are achieved.

• Operational Analysis – The ability to obtain relevant information on operational issues from multiple sources, think broadly about those issues and recognize trends/possible cause-effect relationships.

• Decision Making - The ability to make considered and effective decisions and take clear action to address issues.

• Execution - The ability to mobilize resources and develop and implement action plans / control mechanisms to achieve desired results and deliver on commitments.

• Risk Management - The ability to understand the implications and assess the appropriate degree of acceptable risk and take actions to minimize risk.

• Customer Relationship Management - The ability to build and maintain effective relationships with customers based on trust and mutual understanding.

• Change Leader - The ability to embrace change and guide the team through periods of change in a positive and proactive way.

• Delegation - The ability to achieve results through the transfer of decision-making authority and task accountability appropriately setting clear time scales and deliverables and providing ongoing support and feedback.

• Influencing/Persuasion - The ability to gain other people’s buy in to a course of action by communicating ideas with conviction, selling the benefits of the proposal and using compelling logic.

• Communication - The ability to engage the business and customer base by providing relevant information in a timely manner using clear and compelling messages and by listening to and valuing input from stakeholders.

• Drive for Results - The ability to demonstrate energy and determination to achieve results and improvement by overcoming obstacles, remaining effective despite setbacks and challenging current thinking.

  WE VALUE

• Ability to work in a fast-paced and dynamic environment

• Strong communication and people-oriented skills Experience in customer service or client-facing roles

• Relevant PMP certifications in technical facilitation or related areas

ABOUT HONEYWELL

Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical demands around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company dedicated to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, care or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.