Intern/Becario - Technical Support Specialist
Honeywell · Madrid
Purpose of the Job
Primary responsibility is to help customers to solve technical issues (post sales).
Key assignments include:
- Case Management: recording and tracking of all activities in CRM (Service Console) NEX and taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- Developing and maintaining technical Knowledge Base content
- Timely communication to customers with focus on customer service and relationship building.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Job brief
We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with our applications, programs and hardware.
Technical Support Engineer responsibilities include resolving issues with our products using remote desktop connections to provide immediate support. You will use email and phone to give customers/ partners quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If it is necessary, you will go with our BMS partner in order to solve the issue directly to the installation.
To be familiar with IoT would be very positively evaluated to be prepared for the in-place Honeywell’s strategy.
The main product responsibility will be in Niagara software support. This can be a PC based supervisor installation, or a field controller based BMS application including integration options.
The peripheral devices like I/O modules and connected field devices are part of the support.
All devices are communicating via internet and serial wired connections. Due to that, knowledge about IT infrastructure and communication protocols is needed.
To be qualified for this role, you should possess extensive knowledge in a relevant field, like technical engineer (industrial, mechanical, telecommunications, IT ...). If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Principal Responsibilities
- Provide technical support
- Build relationships with customers
- Test products & software
- Develop and share knowledge
- Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio
- Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars…)
- Provide mainly post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
- Participate and contribute to team meetings and other company meetings across the Honeywell organization.
- Support of BMS New Product Introduction through NPI introduction programs
- Facilitate issue identification and analysis
- Investigate and resolve technical issues
- Track requests resolution.
Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to Tier 3 and/or appropriate resources.
Build relationships with customer base and become knowledgeable about the customer’s needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality.
Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database.
Create, track and monitor CRM records for all incoming support requests. Keep the CRM system updated with current information on the support case, related activities and resolution.
Maintain and extend product knowledge by self-study and by attending relevant training sessions.
Language Requirements
• Fluent in English and Spanish, verbal and in writing.
Technical Skills & Specific Knowledge Required
- Strong Customer Service & Technical support skills – ability to quickly gain customers trust and confidence.
- Degree in Energy, Electrical, Automation, Electronics, IT Engineering
- Knowledge of computers, electric & electronic concepts and devices
- Knowledge of BMS
- An interest in technology
- Experience with networks and connectivity
- Strongly preferred is a selection of the following competencies:
- Knowledge of HVAC applications
- Knowledge about the Niagara technology by Tridium
- Knowledge in field devices
- Strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.
- Driving license
Behavioral Competencies Required
- Growth and customer focus
- Gets results:
Proactive and resourceful
Able to drive the activities necessary to bring tasks to conclusion
Must be able to multi-task, prioritize and work independently as well as in a Team environment - Communication skills:
Excellent telephone skills
Strong listening skills to really understand a customer problem or question
Ability to present information clearly and concisely, in verbal and written forms.
Ability to communicate and build relationships comfortably with customers
Excellent writing skills. Much of the work will be written (email, documentation etc.) - Champions Change, continuous improvement mindset
- Fosters teamwork and diversity, knowledge sharing mindset
- Attitude to travel and drive (less than 10%)