Lead Technical Support Specialist- Refrigeration, HVAC - Honeywell

As a Lead Technical Support Specialist here at Honeywell, you will play a crucial role in providing technical support and guidance to engineering teams. Your expertise and leadership will be instrumental in leading and managing a team of support specialists, collaborating with cross-functional teams, and developing processes to improve support efficiency and effectiveness.



In this role, you will impact by ensuring the successful completion of projects, enhancing support efficiency, and contributing to the continuous improvement of processes. By providing technical support and guidance, you will help Honeywell maintain its position as a global technology leader, delivering high-quality solutions that improve the quality of life for people around the world.





KEY RESPONSIBILITIES



-Serve in a support role for Multisite customers for escalated incidents.

-Be able to prioritize ticket management.

-Provide Advanced Customer Support on installed Hardware and Software

-Provide Advanced Customer Support for Refrigeration, HVAC and Lighting Control Systems

-Create & Manage Install or Repair Work Orders

-Manage Customer Software Rollouts

-Mentor and Train Jr. Field Service Representatives

-Analyze and resolve complex customer escalation incidents or issues from other support staff.

-Provide advanced troubleshooting principles, practices, and procedures.

-Provide guidance and explain policies and procedures to internal and external stakeholders.

-Mentor and train other staff members; ensure standard practices and policies are adhered to.

-Participate in the development of effective processes and procedures.

-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.

-May participate in and provide information for the strategic planning process.

-May monitor infrastructure issues and resolve or escalate to higher levels of support.

-May assist with installing, configuring, and supporting servers, networks, and infrastructure.



BENEFITS OF WORKING FOR HONEYWELL



In addition to a competitive salary, leading-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:




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.








YOU MUST HAVE

-High School Diploma, or equivalent. Some experience in the field.

-2 years of Experience in the Building Automation, Commercial Construction and or Refrigeration 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.

-Excellent interpersonal and verbal & written communication skills

-Strong continuous improvement mindset, strong leadership impact

-Experience with Salesforce.com and SharePoint

-Demonstrated experience with Knowledge Management & Call Center Management

-Good administration skills





ABOUT HONEYWELL



Honeywell International Inc. (Nasdaq: HON) invents and commercializes technologies that address some of the world’s most critical challenges around energy, safety, security, air travel, productivity, and global urbanization. We are a leading software-industrial company committed 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.







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.







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.









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.