Honeywell Ld Technical Support Assistant in Bracknell, United Kingdom
This position is a first point of customer contact technical support role, providing resolutions to technical enquiries for Honeywell products in heating and HVAC portfolio. Support is provided via telephone, e-mails and where necessary, on-site customer visits. As an initial contact, the role requires decision making in order to determine how best to respond and resolve the enquiry, without unnecessary escalations. The level of support provided by the team, should be executed while promoting a 5**customer experience, which reflects Honeywell’s brand position in the market.
What will be expected of you * To respond directly to technical enquiries from Honeywell customer-base of professional installers and merchants, ensuring they are dealt with promptly and efficiently. Prioritise between telephone calls and e-mails enquiries. * To provide a consistent level of service ensuring workload is distributed amongst the team thereby fulfilling customer expectations. * Become the internal team escalation point for an identified product group. * Where necessary, support Sales Engineering with on-site customer visits across the UK to resolve escalated technical issues. * Accurately log/update enquiry data/resolutions for subsequent retrieval to provide regular statistical information. * Interface and develop relationships with both external customers and across the business. * To regularly ensure databases are suitably updated and modified to include latest product information and impart this knowledge to further assist the team’s ability to rapidly close site or product related issues. * Participate and contribute to team meetings and other company events across the organisation. * To maintain an awareness of all emerging products that impact on Technical Supports capability to support and maximise business opportunities both now and in the future. * To engage in and agree to own various functions and tasks associated with specific products, processes or projects as defined by periodical objective setting. * Exercise willingness to receive necessary training on new product and services you would be expected to support. * Impart skills and experience to other team members to assist with their present and future career progression.
What you will need* * Strong written and verbal communication skills * Logical, good problem solving skills and calm under pressure * Demonstrates ability to communicate technical problem solving solutions to internal and external customers * A team player that can clearly articulate technical value and demonstrate how solutions map to a customer's needs * Learn quickly and think independently to adapt as required * Self-motivated capable of working to challenging team/personal targets * Good organizational/time management skills with an ability to prioritise
- Qualifications and experience in heating and boiler installations in the field essential
- Preferably experience in a technical support environment
- Customer management skills – working with consumers and technical installers/merchants
- Good level of knowledge of Microsoft Excel, Outlook and Word
Job: *Customer/Product Support
Title: Ld Technical Support Assistant
Requisition ID: 00331710