Honeywell International - Houston, TX
posted 3 months ago
The primary purpose of the Advanced Network Application Engineer position at Honeywell is to deliver superior customer satisfaction through effective technical support and resolution of customer cases for the HPS System and Infrastructure line of business. This role is integral to the Global Technical Assistance Center (GTAC) team, which operates on a global scale to provide support for a defined set of products and technologies. The engineer will work closely with colleagues worldwide to solve technical problems and may be required to visit customer locations for critical site investigations. In this role, the engineer will be responsible for delivering remote support and services effectively, proactively managing and responding to customer inquiries, and ensuring compliance with all GSM processes for documentation and communication. Maintaining strong case documentation and following up to ensure that technical recommendations effectively resolve customer issues is crucial. The engineer will also support Honeywell affiliates by participating in customer meetings and will need to keep technically current with the Modsys systems portfolio. Additionally, the engineer will actively share knowledge and new findings with team members through the creation of knowledge articles, maintain proactive and timely communications with customers, and provide troubleshooting, research, and replication of customer-reported problems. The role also involves supporting product improvements, service training, and site installations by acting as the voice of the customer, initiating engineering change requests, and delivering premium services for all assigned customers. Meeting or exceeding the published Service Level Agreement (SLA) for response and resolution is a key performance indicator for this position.