Advanced Application Engineer

About the role

The Tier 3 Technical Support Engineer role is the most senior within the Technical Support Team, dealing with the most complex customer issues and taking on the role and responsibilities of subject matter expert in their field. Once a problem has been escalated to Tier 3 it will be the Tier 3 Engineer’s responsibility to work towards root cause determination and expedite an action plan – often with help from Engineering and Quality - to resolve the problem. Whilst the role may require less frontline customer interaction than the lower support levels, the role is still very much a customer facing one, strong communication skills are a must in dealing with both external and internal customers alike.

Responsibilities

• Provide in-depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis and resolution of complex technical issues.
• Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
• Work with and escalate issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.
• Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs.
• Keep the customer updated on the status of work in progress on their problems.
• Develop robust communication practices with strong focus on customer service and solution quality.
• Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines.
• Contribute knowledge base content for all new issues encountered by and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-usability of data on known problems.
• Maintain and extend product knowledge by self-study and by attending relevant training sessions.
• Regularly share product and troubleshooting knowledge via coaching and training initiatives.
• Mentor agents in lower support tiers as part of the company’s talent development and retention ethos.
• Handle complex issues escalated from the lower support tiers and record all related activities in the case handling system.
• Deep investigation of complex technical issues and resolution of support requests.
• Provide training, coaching and mentoring of the lower support tiers to improve product knowledge and issue handling skills.
• Prepare the team to support new product offerings, by participating in the Honeywell New Product Introduction (NPI) program.
• Actively develop and maintain technical knowledge base content.
• Timely communication to customers with focus on customer service and relationship building.
• Provide back-up to the frontline support staff at peak times as required.

Qualifications

• Bachelor’s Degree in Engineering relevant discipline or equivalent years of experience.
• Minimum 5 years of experience Product development or support.
• Minimum of 1 year Knowledge of networking fundamentals and wireless networking.
• Excellent interpersonal, verbal and written communication skills.
• Demonstrated skills developing and delivering trainings.
• Demonstrated analytical mindset and skills to pinpoint areas of opportunity within the team.
• Very strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.
• Very strong continuous improvement mindset, strong leadership impact.
• Excellent time, priority and tasks administration skills.
• Demonstrate leadership skills and sense of urgency.
• Demonstrate networking skills to investigate and provide solutions.
• Experience in product design, development, troubleshooting & isolating issues.
• Experience in customer facing roles.
• Strong Awareness of Product development life cycle.
• Awareness to programming or Software development.
• Experience with Android & iOS Application Development.
• Great presentation skills and ability to train others in the team.
• Self-motivated and able to work with little supervision, who consistently take the initiative to get things done, do things before being asked by others or forced to by events.
• Skillful teamwork, diversity, knowledge sharing and reliability mindset.
• Must be able to multi-task, prioritize and work independently as well as in a Team environment.

Benefits

Of Working For Honeywell In addition to a performance-driven salary, cutting-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: Benefits at Honeywell