Technical Support Specialist (m/f/d)
We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with our applications, programs and hardware.
Technical Support Engineer responsibilities include resolving issues with our products using remote desktop connections to provide immediate support. You will use email and phone to give customers/ partners quick answers to simple issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. If it is necessary, you will go with our BMS partner in order to solve the issue directly to the installation.
To be familiar with IoT would be very positively evaluated to be prepared for the in-place Honeywell’s strategy.
The main product responsibility will be in niagara software support. This can be a PC based supervisor installation, or a field controller based BMS application including integration options.
The peripheral devices like I/O modules and connected field devices are part of the support.
All devices are communicating via internet and serial wired connections. Due to that, knowledge about IT infrastructure and communication protocols is needed.
To be qualified for this role, you should possess extensive knowledge in a relevant field, like technical engineer (industrial, mechanical, telecommunications, IT ...). If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Key Responsibilities
- Provide technical support.
- Build relationships with customers.
- Test products & software.
- Develop and share knowledge.
- Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio.
- Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars…).
- Provide mainly post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
- Participate and contribute to team meetings and other company meetings across the Honeywell organization.
- Support of BMS New Product Introduction through NPI introduction programs .
- Facilitate issue identification and analysis.
- Investigate and resolve technical issues.
- Track requests resolution.
Language Requirements
Fluent in English and Polish, verbal and in writing. German is a plus.
Technical Skills & Specific Knowledge Required
- Strong Customer Service & Technical support skills – ability to quickly gain customers trust and confidence.
- Knowledge of computers, electric & electronic concepts and devices
- Knowledge of BMS
- Experience with networks and connectivity
- Strongly preferred is a selection of the following competencies:
- Knowledge of HVAC applications
- Knowledge about the niagara technology by Tridium
- Knowledge in field devices
- Strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.
- Driving license
- Excellent writing skills. Much of the work will be written (email, documentation etc.)
- Champions Change, continuous improvement mindset
- Fosters teamwork and diversity, knowledge sharing mindset
- Attitude to travel and drive (less than 10%)
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.