EMEA HSGP Technical Support Engineer (Band 2 & 3)

Job Description
The Technical Support Engineer is responsible for provision of level 1 and level 2 technical
support direct to the customer. This is normally provided via telephone, email, product issue
replication and it can also include site visits and product investigations in order to determine the
customer problem and potential solution.
Target
Ensure that world-class technical support is provided to HSGP customers (specialized security
companies, on field security engineers) to provide answers to technical questions and solutions to
technical problems related to the Honeywell Security Group product portfolio.
KPI is >80% of incoming calls to be handled by technical support.
Responsibilities of Position
The Technical Support engineer reports to the Technical Service manager (either directly or via a
supervisor).
The Technical Support engineer is required to provide support for one or more of the Honeywell
Security Group product ranges intruder, video and access control. Support for multiple product
disciplines is a key target.
The responsibilities of the Technical Support Engineers include the following:
1. Providing level 1 and level 2 technical support to HSGP customers for Honeywell Security
Group products intruder, video and access control (High-end solutions). This includes:
Resolution of customer product issues by providing technical help and advice on
customer queries.
Verifying field problems on product
Logging all reported issues on SalesForce.Com (SFDC).
2. Providing detailed information on unresolved customer issues to the Regional Sales Support
team.
3. Escalation of identified product issues to Sales Support Product Leaders.
4. Provide customer feedback on product improvements to Sales Support Product Leaders and
Product Management.
5. Provide feedback on common product issues and level of product calls to Product Managers.
6. Provide customer training requirements, based on frequency of calls by company/engineer
and level of customer knowledge to regional Sales Support team.
7. To achieve technical and knowledge excellence for the Honeywell security portfolio for the
regions supported and to maintain this knowledge in respect to all product and
legislation/approvals changes
8. Any other duties which may reasonably be expected by the company
Knowledge, Skills, Abilities and Other Requirements
The following qualifications and/or experience are required:

Experience with Honeywell Security Group products intruder, video and access control
Experience or qualifications within the security industry
Strong technical background
Analytical and problem solving skills
Excellent communications skills
Computer literate
Fluency in two languages:
o English & Italian
o English & Dutch

English & French