Senior Remote Services Engineer

Senior Remote Services Engineer

As a Senior Remote Services Engineer here at Honeywell, you will play a critical role in delivering expert remote technical support and services to our customers. You will leverage your engineering expertise to troubleshoot, resolve complex issues, and optimize system performance, ensuring customer satisfaction and operational excellence.

You will report directly to our Service Manager and you'll work out of our Independence, OH location on an onsite work schedule.

This role is part of the Global Remote Buildings Operation Team who operate a 24/7 Engineering Response and Support to Honeywell Connected Sites around the world under a defined Service Level Agreement (SLA) and provide updated validation and analysis of Customer energy profiles and usage. You will be part of office-based teams working on various shifts who are the first point of contact for our contracted customer base.

It will be your responsibility to ensure our customers gets their issues resolved in the most expedient way possible and in accordance to their SLA agreements. You will achieve this by offering Remote Fixes and Escalations to Field Engineering Teams, and directly interfacing with customers.

KEY RESPONSIBILITIES

• Providing remote technical assistance for Global Multibrand Contracted Customers
• Coordinate with Team Lead when liaising with customers when interactions fall outside of defined contract requirements.
• Manage Global customer requests who have varying levels of expertise.
• To be adept at fault finding on building service plant equipment and systems
• Liaise with third party providers on non BEMS related problems ensuring we deliver an enhance customer service
• Represent technical issues form both Field Service and customers sites at the appropriate technical forums.
• Driving energy savings through applying BEMS expertise.
• Liaising with Field Service Account Handlers to resolve customer queries
• Ensure the achievement of all team / individual targets and KPI's
• Execute assigned tasks per the procedures and instructions applicable to the team; within this framework the agent can determine how to proceed if the activities are stipulated in the contract.
• Understand the customer requirements for the functional set-up of the customer site.
• Verify the analytical results of the customer needs against the applicable internal guidelines.
• Produce, validate and forward customer reports.
• Update the customer's system to meet required functionalities.
• Notify parties involved in case of non-conformities
• Document workflows for repetitive customer activities
• Continuously improve product quality and performance
• Make decisions based upon the authority and responsibilities defined in the job description.
• Provide Remote technical assistance for Honeywell contracted customers & Connected Sites
• Liaise with Service Account Handlers to resolve customer queries
• Ensure the achievement of all team / individual targets and KPI's
• Work closely with Technical Support Team & Engineering Teams on Product Issues
• Carrying out development project work to enhance Global Services Offering
• Work to advance overall offering and train/mentor Level 1 operators
• Work with senior leadership to refine and improve current offerings.

YOU MUST HAVE

• Ability to work a 24/7 Shift Pattern, with good Time Keeping
• 2+ years of experience working with Building Energy Management Systems (BEMS), building automation systems, or automated building controls.
• 2+ years of experience troubleshooting, maintaining, repairing, installing, or operating BEMS, building automation systems, or related building controls.
• 2+ years of experience providing technical customer support…