Customer Support Engineer Horsham, England
Job description
Improve business and family comfort, protection and productivity
The future is what we make it.
When you join Honeywell, you become a member of our global team of thinkers, innovators, dreamers and doers who make the things that make the future. That means changing the way we fly, fueling jets in an eco-friendly way, keeping buildings smart and safe and even making it possible to breathe on Mars.
Honeywell offers employees the opportunity to work on the world’s most exciting projects, transforming the cities we live in, the buildings where we work, and the vehicles that move us. Are you ready to help us make the future?
We have an opportunity for a Customer Support Engineer to join our Honeywell Building Technologies team in Horsham This role is part of Global Remote Buildings Operations Centre who run a 24/7 technical help desk service based in Horsham. You will be part of an office-based team who are the first point of contact for our contracted customer base and global service solutions. In addition to this you will provide technical assistance to our national field service team who have around 100 engineers. It will be your responsibility to ensure our customers gets their issues resolved in the most expedient way possible and in accordance with their Service Level Agreements (SLAs). You will achieve this by offering remote fixes, alarm management, managing service visits and escalating quality issue through the business when needed. Another vital role this team plays is in the design and development of new onsite and remote technical services, which address the customer’s intelligent building needs.
Customer Support Engineer responsibilities
- Providing remote technical assistance for contracted customers and the field service team
- Carry out and support the services the Energy team offer to their customer base
- Manage customer requests who have varying levels of expertise
- 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
- Accurate and timely call closure on reported faults in line with SLA’s and KPI’s
- Work closely with Technical Support Team on Product Issues
- Carrying out development project work to enhance Energy & Applications Team offering
Qualifications
- Experience within a simalr role within customer technical support
- Professional and courteous customer handling. Skills with excellent communication skills both written and verbal
- Experienced in a technical discipline e.g. City and Guilds, ONC or HNC in Mechanical, Electronic, BEMS or Electrical (or at least working towards these certifications) or equivalent experience
- Ability to work adjusted hours in line with business needs
- Collaborative approach to work as a strong team player
- Knowledge of the principles, associated with BEMS, Plant and Energy Management would be advantageous
- Experience of working within a field engineer environment would be advantageous
We offer
- A culture that fosters inclusion, diversity and innovation
- Market specific training and on-going personal development
If this is your dream role, then we'd love to hear from you.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Additional Information
- JOB ID: HRD202504
- Category: Customer Experience
- Location: St Marks Court,Horsham,WEST SUSSEX,RH12 1BW,United Kingdom
- Nonexempt
