Sr Advanced Project Engr

Principal Networks & Contact Links

• Internal:
• HCI + HPS Technical Support Organization
• Interact with HPS PAS/LSS and HCI local account and project teams.
• Interact with Technology & Product Management.
• External:
• Interact directly with end-user customer technical resources and business leaders on complex or escalated support cases.
• Promote Honeywell capabilities and gain VOC during customer events like the Honeywell User Group (HUG)
  

Responsibilities

• 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:
• Each customer has a technical engagement within our published target response and resolution times and that we correctly resolve the reported issue and symptoms.
• Cases are correctly prioritized daily and handled by the most appropriate resource / function within the global organization.
• Customers receive timely communication and status updates on the progress of their case until resolution.
• The 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:
• Ensure compliant usage within the team of Knowledge Base to resolve and document cases
• Engage in the creation of new articles (+updating existing articles) for all problem cases
• Actively share knowledge articles with customers, HCI service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
• Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
• Work within Communities of Practice to gather and document knowledge
• Actively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
• Work with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames
• Meet or exceed compliance metrics and associated KPI’s established for case response, case resolution, customer status updates, and customer satisfaction.
• Collaborate across the HCI Technical Support Organization to manage and drive timely and satisfactory customer case resolution.
  

Geographic Scope & Travel Requirements

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)
  

Qualifications

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
• 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
  

About Us