Tech Supp Professional

Honeywell; San Luis Potosí; Presencial; USD 25,000 - 35,000; Jornada completa

Descripción de la vacante

As a Lead Technical Support Professional at Honeywell, you will manage a team to drive exceptional customer service and resolution of technical issues. Your role will involve interacting with customers, maintaining a focus on Fire Alarm systems, and collaborating with technical teams to ensure product reliability and serviceability.

Formación

• 1+ years of Technical Support Experience required.
• Excellent English communication skills (oral and written).
• Experience in interpretation of electrical diagrams.

Responsabilidades

• Lead and manage a team, resolving complex issues.
• Handle customer-related issues and concerns.
• Focus on Fire Alarm systems and record interactions in CRM.

Conocimientos

Problem Solving

Customer Focus

Communication

Educación

Bachelor's degree in engineering

Herramientas

Low voltage systems

Multimeter

Oscilloscope

Relays

Descripción del empleo

You are responsible for interacting with internal and external customers and providing reliable technical assistance. You will focus on the accuracy of the support, customer satisfaction, and providing feedback promptly. You will drive the investigation, documentation, resolution, root cause analysis, and replication of technical issues. You will help to identify and develop solutions for customers based on their needs, building solid relationships with them and ensuring timely follow-ups.

As a Lead Technical Support Professional here at Honeywell, you will:

• Lead and manage a team, provide guidance, and resolve complex issues to deliver exceptional customer service and drive business goals.

Requirements:

• Bachelor's degree in engineering, Electronics, Telecom, or related fields.
• 1+ years of Technical Support Experience.
• Experience in: Low voltage systems, multimeter, oscilloscope, relays, and interpretation of electrical diagrams.
• Excellent English communication skills (oral and written).
• Customer focused & strong problem-solving skills.

Responsibilities:

• Handle internal and external customer-related issues and concerns.
• Focus on Fire Alarm systems.
• Record all customer interactions into a CRM Database.
• Achieve strategic KPIs and other metric targets.
• Understand and interpret advanced technical documentation and diagrams.
• Create and document articles, FAQs, and other related self-service knowledge items.
• Manage and prioritize time, projects, customer escalations, and departmental needs effectively.
• Collaborate with Technical areas to ensure product readiness for serviceability and reliability.
• Maintain acceptable Call Quality, KCS, and VOC requirements.
• Work proactively with other team members.
• Share new ideas and information openly with other team members.

About Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation, and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments - powered by our Honeywell Forge software - that help make the world smarter, safer, and more sustainable.