Sr Tech Supp Professional - Saudi Nationals Only

الوصف الوظيفي
Principal Responsibilities

Work within a team of dedicated global technical resources focused on delivering customer satisfaction excellence for the designated system areas
Ensure that each customer’s experience meets the high standard of HPS Technical Support professional, best in class results
Each customer has a technical engagement within our published target response and resolution times and that we correctly investigate and resolve the reported issue and symptoms
Cases are correctly prioritized on a daily basis and handled by the most appropriate resource / function within the global organization
Customers receive timely communication and status updates on the progress of their case until resolution
The customer is satisfied and that the issue has been resolved before the Case is closed (in SFDC)
Actively driving Knowledge Centered Support (KCS) within the team:
Ensure compliant usage within the team of Knowledge Base to resolve and document cases
Engage in the creation of new articles (+updating existing articles) for all problem cases
Actively share knowledge articles with customers, HPS service and project engineers (wiki, recorded webinars, YouTube, monthly sessions, knowledge sharing mails, forums, etc.)
Improve the case handling process by developing Data Collection Guidelines, Audit Documents and other tools
Work within Communities of Practice to gather and document knowledge
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
HPS Technical Support Organization
Interact with LSS/PAS local service and project teams.
Interact with Technology & Product Management.
Interact directly with end-user customer technical resources and business leaders on complex or escalated support cases.
Promote Honeywell capabilities and gain VOC during customer events
EMEA role mainly focused in supporting customers in EMEA
On occasions, working on ‘follow the sun’ case escalations from APAC and handing-over ‘follow-the-sun’ case escalations to NALA
Opportunity to travel to engage with customers on site to drive cross-functional teams, to receive or deliver training, and to support implementation of improvement strategies
Expected travel 10%
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 solve” – increased level of customer self-serve and ‘first engagement’ resolution rates. Measured by Case Deflection rates and SFDC
Post-release defects/issues: reduced escapes over time via increased NPI participation and advocacy, alpha testing, proactive PAR management
Maintain a highly satisfied customer base as measured by Customer Satisfaction Score (CSAT)
Personal competency training plan (including secondary cross-functional depth)

المهارات
YOU MUST HAVE

Bachelor’s degree, or equivalent, preferred in Engineering
Strong project or service experience with the designated System Area

WE VALUE

Excellent communication and collaborative skills, verbal and written
Extensive Honeywell Systems product knowledge
Good technical understanding of the usage of specific Honeywell Systems within different Process Industries

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة الاستشارات الهندسية العامة
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
الجنسية المملكة العربية السعودية
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/uae/jobs/sr-tech-supp-professional-saudi-nationals-only-4273825/