Disability Solutions - Houston, TX
posted 3 months ago
Full-time - Mid Level
Remote - Houston, TX
10,001+ employees
Administrative and Support Services
About the position
The Advanced Application Engineer at Honeywell is responsible for delivering exceptional customer support for the Honeywell Process Solutions (HPS) Technical Support. This role involves providing remote assistance for DCS products and technologies, ensuring customer satisfaction through effective communication and resolution of technical issues. The engineer will work within a global team, maintaining expertise in Honeywell's product portfolio and collaborating with colleagues to solve complex problems.
Responsibilities
- Deliver advanced remote support and 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 inquiries within Service Level Agreement timing.
- Comply with 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 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.
Requirements
- Bachelor's degree in a technical discipline such as sciences, technology, engineering, or mathematics.
- 4+ years of experience in DCS systems engineering, operations, or services support within the Industrial automation industry.
Nice-to-haves
- Engineering degree in Electronics, Chemical, Instrumentation, or Process technologies.
- Experience with Honeywell DCS/Process Control Systems, specifically Experion PKS, TPS, TPN product family and architecture.
- Knowledge and troubleshooting experience in various DCS products such as LCN, ELCN, UCN, and others.
