Purpose of the Job

The primary purpose of this position is to deliver superior customer satisfaction with the HPS Technical Support response, communication, and resolution of cases for Production Accounting & Reconciliation (PAR) and Advanced Planning and Scheduling (APS) Applications by working closely within a Global Team under the direction of a Global Technical Support Team Leader.

 Principal Responsibilities 

·       Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated Advanced Applications.

·       Ensure that each customer’s experience meets the high standard of HPS Technical Support professional, best in class results.

·       Actively driving Knowledge Centred Support (KCS) within the team.

·       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.

·       Align with productivity initiative by generating and implementing ideas to reduce end to end case cycle time.

Key Performance Measures

 ·       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 solves” – increased level of customer self-serve and ‘first engagement’ resolution rates measured by Case Deflection rates.

·       Post-release defects/issues: reduced escapes over time via increased NPI participation and advocacy, pre-release testing, proactive PAR management.

·       Maintain a highly satisfied customer base as measured by CSAT and ASAT

·       Personal competency training plan (including secondary cross-functional depth)

Education Required

·       Bachelor’s Degree – Instrumentation Engineering, Computer Science Engineering or Chemical engineering is preferred

 Work Experience Preferred

 5-8 years’ customer technical support experience.

·       5-8 years’ project implementation experience.

·       5-8 years’ software testing experience.

 Technical Skills & Specific Knowledge Required

·       Knowledge on Web application like Production Accounting & Reconciliation

·       Knowledge on Advanced Planning and Scheduling applications (RPMS, SAND, ASSAY, BLEND and Princeps)

·       Experience on usage of cloud environment for different application.

·       Excellent communication and collaborative skills, verbal and written.

·       Solid knowledge and experience in MS Windows based environment, MS Windows networking.

·       Solid understanding of networks components: switches, firewall, routers.

·       Solid understanding of TCP/IP network protocol.

·       Knowledge of Microsoft SQL Server relational database and IIS.

·       Knowledge on Intuition core platform.

·       Knowledge on OPC Classic (DA / HDA) and UA technologies

·       Programing experience: scripting languages, .NET Framework.

·       Knowledge of other Honeywell Advanced Solution products is added advantage.

·       Good technical understanding of the usage of specific Advanced Applications within the Process Industry.

 Behavioural Competencies Required

 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:

o   Analyse issues and problems systematically

o   Gather broad and balanced input

o   Draw sound conclusions, translate into timely decisions and actions.

·       Must have a drive for results and to make things happen, be proactive.

·       Must balance analysis with doing, set high standards for himself 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.

 Language Requirements

·       Fluent in English

 Time Distribution:

      ·       Investigate and resolve technical issues 60%

·       Issue identification and analysis 20%

·       Develop and share knowledge 10%

·       Build relationships with customers 10%