Advanced DCS Application Engineer - REMOTE
Honeywell International - Houston, TX
posted 3 months ago
About the position
The Advanced DCS Application Engineer position at Honeywell is a critical role within the Honeywell Process Solutions (HPS) Technical Support team. This position is designed to deliver superior customer satisfaction by providing advanced remote support and services for Honeywell's Distributed Control Systems (DCS) products and technologies, including the Experion PKS, TPS, and TPN systems. The engineer will work as part of a global team, addressing customer inquiries and technical issues while ensuring compliance with service level agreements (SLAs). The role requires maintaining expert knowledge of the HPS product portfolio and executing standard audit checklists to ensure quality support. In this role, the engineer will proactively manage customer questions and issues, ensuring accurate and timely responses. Strong case documentation and follow-up are essential to effectively resolve customer problems. The engineer will also be responsible for maintaining proactive communication with customers, providing frequent updates, and participating in meetings with Honeywell affiliates to support customer needs. Additionally, the engineer will collaborate with Honeywell developers to resolve complex customer issues and report product defects as necessary. The position offers the opportunity to work in a dynamic environment where the engineer can share knowledge and findings with team members, contributing to the creation of knowledge articles that enhance the team's collective expertise. This role is pivotal in supporting Honeywell's commitment to delivering innovative solutions and maintaining high standards of customer service in the industrial automation sector.
Responsibilities
- Deliver advanced remote support & services for Honeywell DCS products/technologies.
- Maintain expert knowledge on the Experion PKS Client/Servers product line.
- Execute GTAC and other standard audit checklists.
- Proactively manage and respond to customer questions and issues within SLA timing.
- Comply with all GSM processes for documentation and customer communication.
- Maintain strong case documentation and follow-up to resolve customer issues effectively.
- Respond to a high volume of customer inquiries efficiently, meeting or exceeding SLA for Response and Resolution.
- Provide proactive and timely communications with frequent customer updates.
- Support Honeywell affiliates by participating in customer meetings.
- Share knowledge and new findings with team members through knowledge articles.
- Support through the follow-the-sun approach within the Global TAC organization or After-Hours Emergency Support.
- Work directly with Honeywell Developers to resolve customer issues.
- Detect and report Product Defects on supported products.
- Report to regional stakeholders.
Requirements
- Bachelor's degree from an accredited institution in a technical discipline such as the sciences, technology, engineering or mathematics.
- 4+ years' experience in DCS systems engineering, operations, or services support functions within the Industrial automation industry.
Nice-to-haves
- Engineering degree in Electronics, Chemical, Instrumentation or Process technologies.
- Experience with Honeywell DCS/Process Control Systems preferred, such as Experion PKS, TotalPlant Solution (TPS), TotalPlant Network (TPN).
- Knowledge and troubleshooting experience in various DCS products including LCN, ELCN, UCN, EUCN, HG, EHG, EPLCG, AM, EAM, APP/EAPP, ESVT, US/GUS/EST, PM/APM/HPM/EHPM/EHPMx/C300PM, NIM/ENIM/ENB, EHB, UEA, HM, ELCN HM, TCMI.
Benefits
- Employer subsidized Medical, Dental, Vision, and Life Insurance
- Short-Term and Long-Term Disability
- 401(k) match
- Flexible Spending Accounts
- Health Savings Accounts
- Employee Assistance Program (EAP)
- Educational Assistance
- Parental Leave
- Paid Time Off (for vacation, personal business, sick time, and parental leave)
- 12 Paid Holidays
