Sr Tech Supp Professional - Saudi Nationals Only

Job Description

Principal Responsibilities

• ?Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated system areas
• 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 investigate and 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)
• Actively driving Knowledge Centered Support (KCS) within the team:
• 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
• HPS Technical Support Organization
• Interact with LSS/PAS local service and project teams.
• Interact with Technology & Product Management.
• Interact directly with end-user customer technical resources and business leaders on complex or escalated support cases.
• Promote Honeywell capabilities and gain VOC during customer events
• EMEA role mainly focused in supporting customers in EMEA
• On occasions, working on ?follow the sun? case escalations from APAC and handing-over ?follow-the-sun? case escalations to NALA
• Opportunity to travel to engage with customers on site to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies
• Expected travel 10%
• Exceed HPS Technical Support Service Level Agreement (SLA) for Response and Resolution
• Exceed HPS Technical Support requirements for proactive and frequent Customer Communication of case status
• ?First contact solve? ? increased level of customer self-serve and ?first engagement? resolution rates. Measured by Case Deflection rates and SFDC
• Post-release defects/issues: reduced escapes over time via increased NPI participation and advocacy, alpha testing, proactive PAR management
• Maintain a highly satisfied customer base as measured by Customer Satisfaction Score (CSAT)
• Personal competency training plan (including secondary cross-functional depth)

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