Sr Advanced Project Engineer

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 Blending and Movement Automation (BMA) applications by working closely within a Global Team under the direction of a Global Technical Support Team Leader.

Principal Responsibilities
1.Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated BMA applications:
Ensure that each customer s experience meets the high standard of HCI

 

Technical Support professional, best in class results:

o Each customer has a technical engagement within our published target response and resolution times and that we correctly resolve the reported issue and symptoms.
o Cases are correctly prioritized daily and handled by the most appropriate resource / function within the global organization.
o Customers receive timely communication and status updates on the progress of their case until resolution.
o The customer is satisfied and that the issue has been resolved before the Case is closed (in SFDC).
Actively driving Knowledge Centered Support (KCS) within the team:
o Ensure compliant usage within the team of Knowledge Base to resolve and document cases
o Engage in the creation of new articles (+updating existing articles) for all problem cases
o Actively share knowledge articles with customers, HCI service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc)
o Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
o Work within Communities of Practice to gather and document knowledge
oActively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
o Work with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames

2.Meet or exceed compliance metrics and associated KPI s established for case response, case resolution, customer status updates, and customer satisfaction.
3.Collaborate across the HCI Technical Support Organization to manage and drive timely and satisfactory customer case resolution.

Principal Networks & Contact Links

Internal:
o HCI + HPS Technical Support Organization
o Interact with HPS PAS/LSS and HCI local account and project teams.
oInteract with Technology & Product Management.

External:
o Interact directly with end-user customer technical resources and business leaders on complex or escalated support cases.
o Promote Honeywell capabilities and gain VOC during customer events like the Honeywell User Group (HUG)

Key Performance Measures

THE CANDIDATE

Education Preferred
bachelors Degree - Engineering is preferred

Work Experience Required
Minimum 5+ years customer technical support experience with designated BMA application like Inventory Monitoring, Movement Monitoring, Movement control, Blending Control, Blending optimization, Blend performance Monitor or legacy applications like OM&S-SDM, TMM, TCM, PFM, BRC and BPC
OR, minimum 12+ years project experience with designated BMA or legacy applications like OM&S

Technical Skills & Specific Knowledge Required
Excellent communication and collaborative skills, verbal and written
Extensive HCI product knowledge
Good technical understanding of the usage of specific BMA applications within the Heavy Process Industry

Behavioural Competencies Required

Driven by a desire to contribute, be challenged and grow
Able to influence collaboration and alignment across functions/business groups to implement and drive change
Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate

Analytical thinking and decisive judgment:
oAnalyse issues and problems systematically
oGather broad and balanced input
oDraw sound conclusions, translate into timely decisions and actions.

• Must have a drive for results and to make things happen, be proactive.
• Must balance analysis with doing, set high standards for him as well team members, and commit to organizational goals.
• Good networking and collaboration skills, collaborates with others in own unit and across boundaries; acknowledges others contributions
• Creative, self-motivated, problem-solving skills (thinks outside of the box)
• Strong facilitator, agent of change, and communicator.

Language Requirements
Fluent in English

Additional languages would be an advantage

 

YOU MUST HAVE

WE VALUE