Description
Job ID HRD127765
Be part of a team that designs, develops and integrates highly complex application functions in the within Honeywell Performance Materials and Technology organization. You will participate in the development and certification of product functionality across multiple programs. This will enable you to support new products, processes, standards or operational plans within the organization's business strategies, with a direct impact on business unit/function overall results.
Key Responsibilities
- Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated Blending and Movement Advanced Applications:
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- Ensure that each customer's experience meets the high standard of HPS Technical Support professional, best in class results:
- Each customer has a technical engagement within our published target response and resolution times and that we correctly resolve the reported issue and symptoms.
- Cases are correctly prioritized on a daily basis and handled by the most appropriate resource / function within the global organization.
- Customers receive timely communication and status updates on the progress of their case until resolution.
- The customer is satisfied and that the issue has been resolved before the Case is closed (in SFDC).
- Ensure that each customer's experience meets the high standard of HPS Technical Support professional, best in class results:
- Actively driving Knowledge Centered Support (KCS) within the team:
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- Ensure compliant usage within the team of Knowledge Base to resolve and document cases
- Engage in the creation of new articles (+updating existing articles) for all problem cases
- Actively share knowledge articles with customers, HPS service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
- Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
- Work within Communities of Practice to gather and document knowledge
- Actively engage in product readiness from a Technical Support perspective (NPI, product training availability, test equipment, software access, RQUP)
- Work with Technology to ensure that product issues are being addressed according to agreed customer communication and resolution time frames
- Meet or exceed compliance metrics and associated KPI's established for case response, case resolution, customer status updates, and customer satisfaction.
- Collaborate across the HPS Technical Support Organization to manage and drive timely and satisfactory customer case resolution.
YOU MUST HAVE
- Bachelor's degree in Engineering
- 3-5 years customer technical support experience with designated Blending and Movement Advanced Applications
- 3-5 years project experience with designated Blending and Movement Advanced Applications
- The ability to travel, unrestricted, ~10% of the time within North America when required
WE VALUE
- Fully understand the product lifecycle and seek means to reduce cost of the product and processes.
- Demonstrated ability to support the development of new technologies and applications for products
- Excellent communication and collaborative skills, verbal and written
- Good technical understanding of the usage of specific FBM Advanced Applications within the Heavy Process Industry
- Driven by a desire to contribute, be challenged and grow
- Able to influence collaboration and alignment across functions/business groups to implement and drive change
- Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate
- Analytical thinking and decisive judgment:
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- Analyse issues and problems systematically
- Gather broad and balanced input
- Draw sound conclusions, translate into timely decisions and actions.
- Must balance analysis with doing, set high standards for him as well team members, and commit to organizational goals.
- Good networking and collaboration skills, collaborates with others in own unit and across boundaries; acknowledges others' contributions
- Creative, self-motivated, problem-solving skills (thinks outside of the box)
- Strong facilitator, agent of change, and communicator.
Accommodation is available upon request for applicants with disabilities under the Ontario Human Rights Code
Contact
Honeywell
Ontario Canada
www.honeywell.com
From the same category : engineer
30 May, 2024
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