Application Engr I
Key Skills for This Role
Full Job Posting
Qualifications
- Education Required
- Engineering degree in Chemical/Petrochemical/Instrumentation/Mechanical/ Electronics/IT/CS.
- Work Experience Required
- 2 -5 years’ experience in the system engineering, operation or services support functions within the Industrial automation industry.
- Technical Skills & Specific Knowledge Required
- Strong diagnostic, analytical, troubleshooting and problem-solving skills
- Proficient in troubleshooting and configuring one or more HCI GTAC-supported portfolio products: DynAMo Suites, APM, PHD, and other supported HCI products/subsystems.
- Proficient in one or more skills areas: Python, PowerShell scripting, system remote monitoring tools.
- Language Requirements
- Fluent in English
Responsibilities
- Ensure that support services are delivered to customers under the Support contract (including BGP, BGP+ and Connected Services Offering).
- Manage customer expectations and satisfaction to ensure 100% retention.
- Ability to deliver remote support & services remotely and effectively.
- System Health Monitoring and Alert Analysis via UDC and Honeywell Enabled service.
- Ability to execute GTAC and other standard audit checklists
- Report out to regional stakeholders.
- Proactively manage and respond to customer questions, issues, and input accurately and within Service Level Agreement timing.
- Comply with all GSM processes for documentation and customer communication.
- Maintain strong case documentation and follow up to ensure that technical recommendations effectively resolve customer issues.
- Provide BGP program teams with periodic updates, so that they can interface effectively with the customer using current information.
- Actively share knowledge and new findings with other team members through periodic creation of knowledge articles.
- Work closely with GTAC (Global Technical Assistance Centre) team to review aging SRs and develop plans to reduce the SR resolution time.
- Geographic Scope & Travel Requirements
- Responsible for responding to queries on remote PM from customers globally, during local daytime hours.
- All customers are supported, regardless of customer geographic location.
- The heaviest concentration of cases generally come from customers in the pole as they identify and require support during their daytime hours.
- Opportunity to participate in extended-hours coverage, which increases contact with customers from multiple geographies.
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