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oracle

Application Engr I

Honeywell
Bengaluru, IND
Full-time
Junior · 2–5 years experience
Hybrid
Discovered 3 weeks ago
powershellpython

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.
  • Behavioural Competencies Required
  • Good administrative, multitasking and time management skills
  • Effective, honest communications capabilities. Excellent verbal and written communication skills in fluent English (other languages would be beneficial)
  • Strong customer service orientation
  • Ability to work as part of a cohesive geographically and culturally diverse team.
  • Language Requirements
  • Fluent in English

Responsibilities

  • Purpose of the Job
  • Contribute to the growth of the HCI Services business by providing technical support to both internal customers, being Honeywell affiliates, as well external end-user customers. The GTAC engineer works in a global team, providing remote maintenance support for HCI/LSS service engineers to manage and maintain HCI products via Enabled services.
  • Principal 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.
  • Supervisory Responsibilities
  • 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.
  • Key Performance Measures
  • Deliver premium remote reservices for all assigned customers
  • On board site for remote monitoring and deployment of UDC and required softwares.
  • Proactive analysis and Incident Avoidance Cases
  • Coordinate remote PM within schedule and quality.
  • Ability to provide proactive support to identified customer sites.
  • Respond to the high volume of customer inquiries in an efficient and accurate manner, meeting or exceeding the published SLA (Service Level Agreement) for Response and Resolution.
  • Maintain proactive and timely communications, providing frequent and informative customer updates.

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