Application Engineer II

Full-time

Houston, TX

Transportation Equipment Manufacturing

About the position

The Technical Support Group in Honeywell Connected Industrial (HCI) is responsible for supporting the customer base worldwide. The primary purpose of this position is to deliver superior customer satisfaction with the HCI Technical Support response, communication, and resolution of cases for the defined APM/PAR applications by working closely within a Global Team under the direction of a Global Technical Support Manager.

Responsibilities

• Work with a global team to ensure customer satisfaction for APM/PAR applications.
• Ensure each customer receives timely responses and resolutions, with issues prioritized and handled by the right team members.
• Promote Knowledge Centred Support by using and creating knowledge base articles, sharing them with customers and team members through various platforms.
• Enhance case handling by developing guidelines and tools, and participate in Communities of Practice to document knowledge.
• Engage in product readiness activities, ensuring technical support is prepared with training and resources.
• Meet compliance metrics for case handling and collaborate across the organization to resolve customer cases efficiently.
• 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.
• Reduce post-release defects/issues over time via increased NPI participation and advocacy, alpha testing, proactive PAR management.
• Maintain a highly satisfied customer base as measured by Customer Satisfaction survey (CSAT).
• Develop a personal competency training plan (including secondary cross-functional depth).

Requirements

• Minimum 5+ years customer technical support experience OR project experience with designated APM (Asset Performance Management).
• Additional experience on PAR (Production Accounting and Reconciliation) is an added advantage.
• Experience with other MES applications (Sentinel is preferable).
• Excellent communication and collaborative skills, verbal and written.
• Excellent problem solving and troubleshooting skills and attention to detail.
• Extensive HCI product knowledge.
• Good technical understanding of the usage of specific APM/PAR applications within the Heavy Process Industry.
• Strong knowledge on IIS server, SQL server functionalities and should be able to debug application running in these environments.
• Minimum knowledge on HTML, JS, CSS, REST protocols; programming skills will be an added advantage.