Launch innovations in nearly every commercial and defense aircraft platform
Provide reliable technical assistance to internal and external customers. You will provide professional coverage of Technical Support Helpdesk. You will support focus on accuracy, timely feedback, and customer satisfaction. You will drive timely identification, investigation, resolution, root cause analysis and replication of technical issues. You will use your influence to expedite complicated cases. You will develop broad understanding of customer needs. You will drive the knowledge-sharing mindset, methodology, and tools. You will develop Technical Support processes. You will ensure proper documenting and recording of all activity and communication. You will address systemic coordination issues.
Be part of a team that is solving complex technical problems for the customer
Drive timely responses to customer demands by supporting the coordinating efforts of different teams
Build business acumen while learning to address customer's technical needs
Technical Skills/Problem Solving/Decision Quality:
Demonstrating general technical knowledge of Honeywell BGA Avionics products or systems including aircraft interface / interaction, sub-system, system and platform applications. Represents the organization as the prime technical contact on system interaction and operational issues.
Respond via phone or email to analyze technical issues and determine corrective action plan to resolve customer and OEM issues.
Manage and document customer communications via SFDC and own case closure
Record all reported field events, enabling fast, effective trend recognition
When required, dispatch on-site to support customer technical needs.
As directed by Product Team leadership, reviewing and updating technical publications, including creating Publication Change Requests (PCRs)
Development of Knowledge Management solutions, enabling customer self-service on Avionics BGA product issues.
Shall be knowledgeable in the use of technical publications and other sources of technical information used in the resolution of equipment or system faults.
Participate in Product Team training events, ensuring global knowledge base to support BGA Avionics product line.
Log sales leads in SFDC as required
Proactively discuss all types of opportunities with customers “RMU’s, spares provisioning, tooling etc
Takes ownership of all customer issues, ensuring appropriate support is provided, and the issues is resolved in accordance with business rulesWork with operators maintenance staff to gather data regarding the mode of failure; interrogate the airplane’s diagnostic systems(e.g., via Central Maintenance Control Function) and gather additional data irrespective of system responsibility as requiredWork with operators personnel as requested until issue is resolved or handed over at the end of work period.Escalation of complex technical issues for resolutionProvide proactive technical communications to customersFoster customer satisfaction and ease of doing business for customers using the ATSAchieve the goal of minimum customer red to green time
20 Facilitate issue identification and analysis
20 Investigate and resolve technical issues
20 Track requests resolution
20 Provide technical
20 Build relationships with customers
BSEE or BS degree in a technical field of study. In lieu of a bachelor's degree, 5 years of experience in field support.6 years of experience with design & development, product test, or field support for BGA avionics products3 years of experience interfacing and resolving customer concerns and problem solving.
Direct engineering or customer service experience with BGA Avionics systemsSix Sigma Greenbelt CertifiedStrong communications and situational leadership skills to facilitate/influence decisionsFamiliarity with SalesForceDotCom (SFDC), InContact Phone SystemProgram Management experienceMultiple product experienceStrong customer service mindsetAbility to proactively evaluate circumstances and drive resolution of issuesSelf- motivated, results oriented and able to lead a team with little or no management oversight.Ability to multi-task and be efficient and highly effective in completing work activities.Rapid and accurate problem solver.Demonstrated business acumen.Strong interpersonal skills with ability to work independently, as well as part of a team.Strong verbal and written communication skill with ability to positively influence others.Can communicate effectively and confidently with different levels (senior leadership to shop floor technicians).Can push back with customer in a professional manner and find elegant solutions to complex issues that support HON business directives AND satisfy customer's needs.Ability to think clearly and remain professional under stress induced and time pressured situations.Can defuse high tension situations and is a settling influence in a crisis.Actively seeks out and looks for growth opportunities and works with sales personnel in next steps.Ability to travel at short notice to support customer issues including aircraft on groundAbility to work non-standard hours (weekends and holidays) as neededAbility to interact and respect different cultures while delivering business resultsProven track record in demonstrating customer satisfaction skills with high visibility customers; ability to establish credibility and maintain strong customer relationships
Celebrating 100 Years In Aviation
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.
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