Job Description
As a Technical Support Group Supervisor here at Honeywell, you will lead and oversee a team of technical support professionals, ensuring efficient resolution of complex issues related to building management systems and associated technologies.
You will report directly to our management team and you'll work out of our location on a hybrid work schedule.
In this role, you will impact the operational excellence and customer satisfaction by providing expert guidance and troubleshooting support across various building automation and security systems.
Responsibilities
- Supervise and mentor the technical support team to enhance their skills and performance.
- Provide expert troubleshooting and resolution for EBI, DVM, Niagara, BMS, Fire systems, and Access Control technologies, other honeywell product and competitor product knowledge.
- Coordinate with cross-functional teams to ensure timely and effective problem resolution.
- Develop and implement support processes and best practices to improve service quality.
- Manage escalations and ensure customer issues are resolved efficiently.
- Monitor system performance and proactively identify potential issues to minimize downtime.
- Conduct training sessions and workshops to keep the team updated on new technologies and troubleshooting techniques.
- Collaborate with product development teams to provide feedback and improve product reliability and supportability.
- Prepare and maintain detailed documentation of support procedures, troubleshooting guides, and customer interactions.
- Analyze support metrics and generate reports to identify trends and areas for improvement.
Qualifications
- 5 to 8 years of experience in technical support or related roles.
- Strong troubleshooting experience with EBI, DVM, Niagara, BMS, Fire systems, and Access Control technologies.
- Proven ability to lead and supervise a technical support team.
- In-depth knowledge of building automation and security system architectures.
- Experience with network protocols and communication standards relevant to building management systems.
- Ability to analyze complex system logs and diagnostics to identify root causes.
- Familiarity with software tools used for system monitoring and remote diagnostics.
- Strong organizational skills to manage multiple support cases and prioritize effectively.
- Experience in developing and maintaining technical documentation and knowledge bases.
WE VALUE
- Bachelor's degree in Engineering, Computer Science, or a related field.
- Experience in managing support teams in a technical environment.
- Good understanding of industry standards and best practices in building management systems.
- Strong problem-solving skills and ability to work collaboratively across teams.
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.
