Senior Remote Services Engineer

Honeywell•Independence, OH

3h•Onsite

About The Position

As a Senior Remote Services Engineer at Honeywell, you will deliver expert remote technical support and services to customers by troubleshooting and resolving complex issues and optimizing system performance. The role is part of the Global Remote Buildings Operation Team, which provides 24/7 engineering response and support to Honeywell Connected Sites worldwide under defined service-level agreements (SLAs), and validates and analyzes customer energy profiles and usage. You will work in an office-based team, serve as a first point of contact for contracted customers, and help resolve customer issues promptly and in line with their SLAs through remote fixes, escalations to field engineering teams, and direct customer interaction. You will report to the Service Manager and work onsite at Honeywell’s Independence, Ohio location. Team members work various shifts, and the role requires availability for a 24/7 shift pattern. The position also involves supporting customers across regions, collaborating with technical support and engineering teams, contributing to development projects that enhance the global services offering, and helping train and mentor Level 1 operators.

Requirements

Ability to work a 24/7 shift pattern and maintain good timekeeping.
At least 2 years of experience working with Building Energy Management Systems (BEMS), building automation systems, or automated building controls.
At least 2 years of experience troubleshooting, maintaining, repairing, installing, or operating BEMS, building automation systems, or related building controls.
At least 2 years of experience providing technical customer support in person or by phone.
At least 2 years of experience in a technical support, engineering, field service, or building systems environment.

Nice To Haves

Experience with Tridium Niagara, Honeywell BEMS, or other building automation platforms.
Experience with energy analysis, energy optimization, or building energy performance.
Experience in the building automation, controls, facilities, HVAC, or energy management industry.
Experience in a field service environment.
Experience with knowledge management or technical documentation.
Experience in a call center or technical support center environment.
Experience mentoring or providing technical guidance to less experienced team members.
Bachelor’s degree in HVAC, Electronics, Mechanical Engineering, Computer Science, or a technology-related discipline.
Experience supporting customers across multiple regions or countries.
Experience working with multilingual customer populations.

Responsibilities

Provide remote technical assistance to global multibrand contracted customers and Honeywell contracted customers and Connected Sites.
Coordinate with the Team Lead when customer interactions fall outside defined contract requirements.
Manage global customer requests from customers with varying levels of technical expertise.
Find faults in building service plant equipment and systems.
Liaise with third-party providers on problems unrelated to BEMS to support customer service.
Represent technical issues from field service and customer sites at appropriate technical forums.
Drive energy savings by applying BEMS expertise.
Liaise with Field Service and Service Account Handlers to resolve customer queries.
Meet team and individual targets and KPIs.
Execute assigned tasks in accordance with applicable team procedures and instructions, determining how to proceed when activities are stipulated in the contract.
Understand customer requirements for the functional setup of customer sites.
Verify analytical results of customer needs against applicable internal guidelines.
Produce, validate, and forward customer reports.
Update customer systems to meet required functionality.
Notify relevant parties of non-conformities.
Document workflows for repetitive customer activities.
Continuously improve product quality and performance.
Make decisions within the authority and responsibilities defined for the role.
Work closely with Technical Support and Engineering teams on product issues.
Carry out development project work to enhance the global services offering.
Advance the overall service offering and train or mentor Level 1 operators.
Work with senior leadership to refine and improve current offerings.