The Role
Provide tiered technical support and escalation for security products (CCTV/access control), record interactions, perform diagnostics and lab reproductions, develop documentation and trainings, liaise with product management and engineers, and meet TAC KPIs while maintaining databases and project logs.
Summary Generated by Built In
- 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 Security Products (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.
Skills Required
- Bachelor's Degree in Engineering (Electrical, Electronics, Instrumentation, Mechanical, Computer Science)
- 10-12 years relevant experience configuring security products (CCTV & access control) in the field OR 6-8 years technical support experience for these products
- Experience troubleshooting software and hardware
- Experience with LAN/WAN network technologies
- Knowledge and experience with SQL
- Strong knowledge of Microsoft Operating Systems
- Strong knowledge of Microsoft Office
- Excellent oral and written communication skills
- Excellent interpersonal, organizational, time management, project management and presentation skills
- Good understanding of rapid problem solving and Six Sigma/Lean principles
- Ability to type at least 35 words per minute
- Basic understanding of electronics concepts
- Experience with Honeywell DVM and EBI products
- CCNA, Windows Service Administration, Niagara Advanced TCP certification, or LEED certifications (if available)
Honeywell Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Honeywell and has not been reviewed or approved by Honeywell.
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Retirement Support — Retirement plans feature a notably strong company 401(k) match with vesting after three years, enhancing long-term savings security. Additional tax-advantaged accounts and company contributions for eligible earners further strengthen financial preparedness.
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Leave & Time Off Breadth — Time off policies include flexible or unlimited vacation for many salaried roles and a broad observed-holiday schedule, providing manager-approved flexibility. This structure supports rest and work-life balance across varied needs.
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Parental & Family Support — Parental leave offers paid time for birth, adoption, or foster care that can be taken consecutively or intermittently. The design enables practical flexibility in how family leave is used.
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The Company
What We Do
Honeywell is a Fortune 500 company that invents and manufactures technologies to address tough challenges linked to global macrotrends such as safety, security, and energy. With approximately 110,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.
