What are the responsibilities and job description for the Application Engineer II -APM position at honeywell?
The Technical Support Group in Honeywell Connected Industrial (HCI) is responsible for supporting the customer base worldwide. 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 APM/PAR applications by working closely within a Global Team under the direction of a Global Technical Support Manager.
Key Responsibilities
· Team Collaboration: Work with a global team to ensure customer satisfaction for APM/PAR applications.
· Customer Experience: Ensure each customer receives timely responses and resolutions, with issues prioritized and handled by the right team members. Keep customers updated until their issues are resolved and confirmed.
· Knowledge Sharing: Promote Knowledge Centred Support by using and creating knowledge base articles, sharing them with customers and team members through various platforms.
· Process Improvement: Enhance case handling by developing guidelines and tools, and participate in Communities of Practice to document knowledge.
· Product Readiness: Engage in product readiness activities, ensuring technical support is prepared with training and resources.
· Compliance and Collaboration: Meet compliance metrics for case handling and collaborate across the organization to resolve customer cases efficiently.
· Exceed HCI/HPS Technical Support Service Level Agreement (SLA) for Response and Resolution
· Exceed HCI/HPS Technical Support requirements for proactive and frequent Customer Communication of case status
· “First contact solve” – increased level of customer self-serve and ‘first engagement’ resolution rates. Measured by Case Deflection rates and SFDC
· Post-release defects/issues: reduced escapes over time via increased NPI participation and advocacy, alpha testing, proactive PAR management.
· Maintain a highly satisfied customer base as measured by Customer Satisfaction survey (CSAT)
· Personal competency training plan (including secondary cross-functional depth)
Geographic Scope & Travel Requirements
· This is a global position. The scope will cover the global customer base but with a focus on customers in NALA (Northern America and Latin America) region / EMEA region (Europe, the Middle East and Africa).
· Travel: <5%, within NALA region.
· No. of direct reports: None
