As a Lead Tech Support Specialist, you will participate as a team member to deliver customer support services including consultation, troubleshooting, user assistance, and training. The successful candidate for this position typically demonstrates proficient and comprehensive knowledge of defined skill fundamentals in building management systems. You will incorporate elements from other specialties into work assignments; apply knowledge of principles, practices, procedures of HVAC and lighting as a field of specialization to complete difficult assignments; promote a culture that is conducive to effective relationships among diverse team members; and ensure that safe practices and environmental consciousness are exhibited in decisions.
You'll lead a project team involved in completion of difficult assignments, requiring proficient knowledge of field of programming. You'll communicate information, ideas and instructions clearly, accurately and persuasively both verbally and in writing, including materials intended for distribution; incorporating new facts and ideas into group processes and applying creative thinking to develop new solutions. You will typically work with minimal supervision on difficult assignments, conferring with the manager on unusual matters.
You will report to the Tech Support Supervisor in Independence, Ohio. After the first 90 days on-site 5 per week, you will work a Monday to Friday 8:00am to 5:00pm schedule on a hybrid basis.
KEY RESPONSIBILITIES
Serve in a support role for Multisite customers for escalated incidents.
Prioritize ticket management.
Provide Advanced Customer Support with installed Hardware and Software, specifically HVAC and Lighting Control Systems.
Create & Manage Install or Repair Work Orders.
Manage Customer Software Rollouts
Analyze and resolve complex customer escalation incidents or issues from support staff.
Provide advanced troubleshooting principles, practices, and procedures.
Explain policies and procedures to internal and external stakeholders.
Participate in the development of effective processes, SOPs, and resolutions for products.
Enter PRD for Engineering review and manage process outcomes with Engineering support.
Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.
Implement security policies and protocols of the department.
Review, update, maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current; may develop basic or intermediate user training.
Establish resources such as knowledge-based articles to resolve routine user issues.
Create, track, and maintain reports and provide updates to management.
Lead internal projects and/or project teams and contribute to HBOC teams.
Interact with customer IT and Data Assets departments.
Monitor infrastructure issues and resolve or escalate to higher levels of support.
Assist with installing, configuring, and supporting servers, networks, and infrastructure.
BENEFITS OF WORKING FOR HONEYWELL
In addition to a performance-driven salary, cutting-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer-subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. For more information visit: click here (https://benefits.honeywell.com/)
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
Key Responsibilities
Provide technical support and guidance to customers and internal teams
Lead and manage a team of support specialists
Collaborate with crossfunctional teams to address technical challenges and resolve issues
Develop and implement processes and procedures to improve support efficiency and effectiveness
Identify training and development needs for support specialists and facilitate skill enhancement
YOU MUST HAVE
High School Diploma, or equivalent
2 years of Experience in the Building Automation or Commercial Construction fields
2 years of Demonstrated Hands-on computer skills (loading software packages and troubleshooting errors)
WE VALUE
Bachelor's degree in management, Computer Science or a technology related discipline
Experience in the industry is preferred, including Honeywell Building Automation Systems (BAS) products and solutions
Excellent interpersonal and verbal & written communication skills
Responsible time management skills and the ability to switch frequently between multiple tasks
Strong continuous improvement mindset, strong leadership impact
A self-motivated individual who thrives on taking initiative, working independently, and can effectively prioritize their tasks
Experience with Salesforce and SharePoint
Demonstrated experience with Knowledge Management & Call Center Management
Strong customer focus and ability to build and maintain relationships
ABOUT HONEYWELL
Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world's most critical demands around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company dedicated to introducing state-of-the-art technology solutions to improve efficiency, productivity, sustainability, and safety in high-growth businesses in broad-based, attractive industrial end markets. Our products and solutions enable a safer, more comfortable, and more productive world, enhancing the quality of life of people around the globe. To learn more, please visit click here. (https://honeywell.csod.com/ATS/JobRequisition/click%20here.)
THE BUSINESS UNIT
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit click here .
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.