Honeywell Technical Support Specialist in Horsham, United Kingdom

  • Participate in Technical Support ‘on call’ rota supporting daily incoming calls and emails into the department, work with colleagues to maintain adequate cover throughout each day.

    • Manage own call list for open calls, regularly updating progress and ensuring resolution of issues before closure.
    • Maintain awareness of open calls, ensuring that where necessary escalation is made to Senior Technical Support team for management of sensitive commercial or complex technical issue
    • Efficient management of time to ensure resolution or escalation of customer issues in effective timeframes, where additional time is required ensure full accountability for requirement is discussed with manager.
    • Support of international Technical Support colleagues through call escalation process, proactively looking for opportunities to up skill international colleagues
    • Carryout customer site visits to resolve, support customers through their technical issues.
    • Creation of and distribution of structured Trend technical documents, to both internal and external customers - i.e. Trend Confidential, Dr T
    • Resolve customer’s hardware and software problems that arise from mainstream applications including 3rd party operating applications.
    • Escalation of Trend product/system issues to R&D department by utilisation of internal product issues procedures – i.e. Trend Product Issues Escalation and MOSCOW databases
    • Provide technical support to Trend international customers, when required assist in local resolution of these issues.
    • Participate and contribute to team meetings and other company meetings across the Honeywell organisation
    • Where required support of Trend’s New Product Introduction though BETA introduction programmes

    • An understanding of Trend products and services.

    • Awareness of 3rd party systems, i.e. BacNET, OPC, etc
    • Awareness of Niagara AX beneficial
    • Experience with Electrical products desirable
    • Experience of working in a Technical Support or customer facing environment
    • Highly self-motivated and passionate.
    • Clear customer focus.
    • Commercially aware and the ability to understand changes in customers needs.
    • Excellent communication skills.
    • Excellent problem solver.
    • Excellent Technical and IT skills.

Job: *Customer/Product Support

Title: Technical Support Specialist

Location: GBR-W SUSX-Horsham

Requisition ID: 00330968