"Alerted.org

Application Engineer II is the most experienced individual technical-wise in the Technical Support team, solving the most complex customer issues and performing as a Subject Matter Expert in their field. The individual is responsible for supporting escalations coming from lower tiers and collaborating with the cross-functional team on product issue resolution.

Key responsibilities:

+ Provide technical support to customers via phone, email, and chat, ensuring prompt and effective resolution of their technical issues.

+ Diagnose and troubleshoot hardware and software problems reported by customers, utilizing technical knowledge and problem-solving skills.

+ Research, identify, and implement solutions to resolve complex technical issues, collaborating with cross-functional teams as needed.

+ Escalate unresolved issues to the appropriate teams for further investigation and resolution, ensuring timely follow-up and communication with customers.

+ Document customer interactions, including details of the issue, steps taken to resolve it, and any additional recommendations or actions required.

+ Conduct in-depth analysis of recurring technical issues and provide feedback to product development teams for continuous improvement.

+ Provide product training and guidance to customers, ensuring they have a clear understanding of the features and functionalities of the products.

+ Maintain a high level of customer satisfaction by delivering exceptional customer service, demonstrating empathy, patience, and professionalism in all interactions.

+ Identify opportunities for process improvements and suggest solutions to enhance the efficiency and effectiveness of the technical support function.

+ Assist in the development and maintenance of knowledge base articles, troubleshooting guides, and support documentation to enable self-service support for customers.

The annual base salary range for this position is $83,200- $95,000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.

YOU MUST HAVE

+ Bachelor’s degree from an accredited institution in a technical discipline such as the sciences, technology, engineering or mathematics

+ 3 years related work experience in the industrial, healthcare, electrification or transportation sectors.

+ 3 years related work experience with sensing applications and technologies (design, deployment and/or servicing of sensing-based applications).

+ 3 years related work experience in a customer-facing role providing technical support and product troubleshooting.

High proficiency in English language (spoken and written)

+ Very strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.

WE VALUE

+ Bachelor’s Degree in Engineering, ideally in Mechanical, Electronics or Automation

+ Experience in product design and strong understanding of product development lifecycle

+ Experience in data analysis, being able to convey large datasets into actionable items

+ Experience in programming languages used in sensing solutions or industrial applications

+ Experience with data visualization tools such as Excel, PowerBI and/or Tableau

+ Experience in CRM and ERP tools such as Salesforce and SAP

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.