Dominique Gauthier Responsibilities

EMEA HSGP Technical Support Engineer (Band 2 & 3)

Job Description

The Technical Support Engineer is responsible for provision of level 1 and level 2 technical support direct to the customer. This is normally provided via telephone, email, product issue replication and it can also include site visits and product investigations in order to determine the customer problem and potential solution.

Target

Ensure that world-class technical support is provided to HSGP customers (specialized security companies, on field security engineers) to provide answers to technical questions and solutions to technical problems related to the Honeywell Security Group product portfolio.

KPI is >80% of incoming calls to be handled by technical support.

Responsibilities of Position

The Technical Support engineer reports to the Technical Service manager (either directly or via a supervisor).

The Technical Support engineer is required to provide support for one or more of the Honeywell Security Group product ranges intruder, video and access control. Support for multiple product disciplines is a key target.

The responsibilities of the Technical Support Engineers include the following:

1. Providing level 1 and level 2 technical support to HSGP customers for Honeywell Security Group products intruder, video and access control (High-end solutions). This includes:

Resolution of customer product issues by providing technical help and advice on customer queries.

Verifying field problems on product

Logging all reported issues on SalesForce.Com (SFDC).

2. Providing detailed information on unresolved customer issues to the Regional Sales Support team.

3. Escalation of identified product issues to Sales Support Product Leaders.

4. Provide customer feedback on product improvements to Sales Support Product Leaders and Product Management.

5. Provide feedback on common product issues and level of product calls to Product Managers.

6. Provide customer training requirements, based on frequency of calls by company/engineer and level of customer knowledge to regional Sales Support team.

7. To achieve technical and knowledge excellence for the Honeywell security portfolio for the regions supported and to maintain this knowledge in respect to all product and legislation/approvals changes

8. Any other duties which may reasonably be expected by the company

Knowledge, Skills, Abilities and Other Requirements

The following qualifications and/or experience are required:

Experience with Honeywell Security Group products intruder, video and access control

Experience or qualifications within the security industry

Strong technical background

Analytical and problem solving skills

Excellent communications skills

Computer literate

Fluency in two languages:

English & Italian

English & Dutch

English & French