Join a team recognized for leadership, innovation and diversity

Join the team that is revolutionizing the fire alarm industry! The Connected Life Safety Services team (CLSS), within Honeywell's fire software business, is rapidly investing in technologies that are advancing the fire alarm monitoring industry for the benefit of all stakeholders-from building occupants to system installers and service providers and first responders.

Use your extensive subject matter expertise to support and influence customers toward Honeywell solutions. You will provide product support to customers both external and internal and will help Honeywell teams develop and maintain adoption goals for CLSS products and services. You will provide valuable input for product development and improvement based on support experience.

Customer interactions are primarily with Honeywell Fire's distribution partners, their administrators, and field service technicians, but may also include technical facilities staff affiliated with end-customers.

Key Responsibilities

• Diagnose and resolve customer technical issues in a timely manner
• Capture detailed information on field issues and escalate as necessary
• Help coordinate engineering support of customers when necessary
• Educate customers on value propositions and features to drive adoption
• Analyze customer needs such as user experience, defects, limitations, and potential enhancements
• Advocate for customer needs to business stakeholders, including product, engineering, and operations teams
• Provide support to the CLSS Business Development Manager, helping to grow sales, and be responsive to the Honeywell Fire Regional Sales Managers as requested.
• Create, maintain, and communicate product line best practices
• Drive customers to employ best practices in utilizing solutions to ensure greatest business impact
• Assist with updating customer support documentation as needed and updating the online FAQ repository based upon support experience.

YOU MUST HAVE:

• Bachelor on engineering or related.
• Strong English verbal and written communications skills
• Familiarity with industry regulatory requirements and future mandates
• Ability to achieve results through influence in a matrixed-team environment and ability to communicate effectively across language and cultural barriers
• Adaptability, with willingness and ability to pivot when required by customer or business needs and be an analytical, integrative thinker with ability to connect customer needs with business value

WE VALUE:

• Ability to become a subject matter expert and quickly understand the integration points between Fire Safety hardware and the software solutions. Candidate should be a self-motivated learner
• Problem-solving skills, customer service oriented and diligent follow-up to ensure a positive experience and outcome.
• Proficiency with Microsoft Office Suite of Tools.
• Understanding of hardware and software networking.
• Exceptional organizational skills
• A minimum of 2 years of experience in customer or technical support activities
• Fire alarm, Industrial or other technical field experience is helpful but not required

Additional Information

• Category: Customer Experience
• Location: Av. Salvador Nava Martinez 3125, San Luis Potosi, SAN LUIS POTOSI 78260 MEX
• Nonexempt

Global (ALL)