Software Engr II

Your role will also include overseeing, supervising, and reviewing tasks performed by team members to ensure effective execution of work; managing end-to-end processes and projects for both internal and external clients with responsibility for timely and accurate delivery; issuing clear instructions and guidance to team members on assigned tasks; and mentoring and guiding junior colleagues to support their skill development, professional growth, and overall success.

Handle internal and external customer related issues and concerns

Point of escalation for Level I, 2 & 3 Specialists

Record all customer interactions into a NEX Database

Conduct Technical Support data analytics applicable to Customer Interactions and Product Data

Ensure the safeguarding and efficient use of the Honeywell furnished materials and equipment

Develop FAQs, Technical Tips on Hardware and Software applications

Assist in the development of internal documentation

Read and comprehend technical documents, quick start guides, and configuration documentation

Liaising with Product management and senior engineering specialists for problem resolution

Work with Senior Support Engineers on new product testing and documentation

Attend and facilitate frequent Technical Related Tier Sessions, work groups & Product Trainings

Manage and maintain the Training and Knowledge Retention Plan for Technical Support

Conduct the trainings for internal and external customer.

Make the Lab setup and reproduce the customer issue.

Identify the defect and enhancement on the customer issue.

Responsible to deliver all TAC KPIs.

Actively participate in departmental activities and initiatives

Document all tasks and project activity in Salesforce.com Project Logs

Maintains acceptable call evaluation requirement

Maintains acceptable VOC requirement

Up to 10% travel

Qualifications

• Bachelor’s Degree in engineering ie. Electrical/ Electronics / Instrumentation/ Mechanic/ Computer Science.
• Min 10 ~ 12 years of relevant experience in configurations of Fire & Security Products (BMS, Niagara products & Comport point open system) in the field or min 6 ~ 8 Years of experience in providing technical support of these products.
• Additionally, if any of you have experience handling Honeywell DVM and EBI products, that would be a significant value-add to our project. These specific skills are highly regarded and could provide a distinct advantage in our work.
• Excellent communication skills (oral and written)
• Excellent interpersonal, organizational, and time management skills
• Excellent Project Management Skills and Presentation Skills.
• Good Understanding of Rapid Problem Solving and Six Sigma Lean Principles.
• Ability to type at least 35 words per minute
• Previous experience with troubleshooting software or hardware
• Strong knowledge of Microsoft Operating Systems
• Strong knowledge of Microsoft Office
• Knowledge and experience with SQL

Basic understanding of electronics concepts

Experience with LAN/WAN network technologies

CCNA certification / Windows Service Administration/ Niagara Advanced TCP Certification/ LEED Certifications If available.

Top Level Job Description

• 70% Operational execution

Metrics

• NEX Case Escalation Management
• KCS Metrics & Focus on IDP
• Team CSAT & work with Engg function.
• Technical Excellence & Meet TAC KPIs
• Technical Coaching
• HSE Compliance
• Workshops/Seminars