Field Service Engineer SaaS Technical Support

$93,800 - $117,300/Yr

Honeywell International - Santa Clara, CA

Full-time - Mid Level

Remote - Santa Clara, CA

Computer and Electronic Product Manufacturing

About the position

As a Field Service Engineer - SaaS Technical Support at Honeywell, you will provide reliable technical assistance to both internal and external customers remotely, while also traveling approximately 25-50% of the time to customer sites. This role involves managing professional coverage for the Technical Support Helpdesk, ensuring timely issue resolution, root cause analysis, and high customer satisfaction. You will be responsible for building customer relationships and contributing to the continuous improvement of technical support processes for Honeywell's cloud-based building automation solutions.

Responsibilities

• Facilitate issue identification, investigation, and resolution for both remote and on-site customer cases.
• Travel 25-50% of the time to customer locations in the San Francisco and Los Angeles areas, as well as domestically, for on-site technical support and troubleshooting.
• Track and document requests, resolutions, and customer interactions, ensuring timely feedback.
• Provide technical training and guidance to customers during field visits.
• Build and maintain strong customer relationships through in-person visits and regular communication.
• Test and evaluate products and software in the field to ensure proper functionality and customer satisfaction.
• Share knowledge and contribute to continuous improvement initiatives.
• Develop and refine technical support processes, with a focus on remote and field-based activities.
• Ensure accurate and clear documentation for all activities and customer communications.
• Address systemic coordination issues and collaborate with cross-functional teams to resolve them.

Requirements

• Hands-on experience with server-based applications and cloud-based systems (SaaS).
• 3+ years of experience with cloud technologies.
• Proficiency with Windows server, SaaS, and cloud-based systems.
• Experience with IT networking and troubleshooting technical issues in customer environments.
• Valid Driver's license and acceptable driving record.
• High school diploma, or equivalent.

Nice-to-haves

• A college degree or technical certifications are a plus.
• Familiarity with Honeywell EBI (Enterprise Building Integrator), DVM (Digital Video Manager), HEM (Honeywell Energy Manager), or other SaaS products.
• Proven experience with Salesforce.com, SharePoint, or similar CRM tools.
• Extensive customer-facing experience, especially in a field-based support role.
• Knowledge of BAS (Building Automation Systems) is a plus.
• Experience in Knowledge Management and Call Center Management.
• Strong troubleshooting and problem-solving skills, particularly in field settings.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to work autonomously and manage time effectively in a remote, field-based role.
• Strong leadership, collaboration, and continuous improvement mindset.

Benefits

• Employer-subsidized Medical, Dental, Vision, and Life Insurance
• Short-Term and Long-Term Disability
• 401(k) match
• Flexible Spending Accounts
• Health Savings Accounts
• EAP
• Educational Assistance
• Parental Leave
• Paid Time Off (for vacation, personal business, sick time, and parental leave)
• 12 Paid Holidays