Job Description The Exp Tech Supp Professional is the primary customer facing Technical Support contact for customers, both external as well as internal. Primary responsibility is to help customers to solve technical issues and to answer any questions about the features and capabilities of the products. Key assignments include: • customer registration & tracking of all activities in CRM • identification, investigation and resolution of support requests • developing and maintaining technical knowledge base content • Timely communication to customers with focus on customer service and relationship building. Responsibilities • Coverage of Technical Support Helpdesk (Hotline, mail, live-chat, and web support) • Provide pre- and post-sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, web servers, networking, and other areas as related to system operations. • Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to tier 3 and/or x-function and/or management. • Build relationships with customer base and become knowledgeable about the customer’s needs. Keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality. • Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database. • Create, track and monitor CRM records for all incoming support requests. Keep CRM system updated with current information on the support case, related activities and resolution. • Maintain and extend product knowledge by self-study and by attending relevant training sessions. • Deliver product training & product presentation to colleagues • Act as a point of contact for Technical Support Specialists • Onboarding buddy for new hires • Responsible for queue management • Handle requests from our Platinum Partners • Provide technical support to global customers Geographic Scope & Travel Requirements • Travel: Ability to travel domestically and/or internationally up to 3% of the time. • Working hours: 24x7 coverage including weekends and holidays. The schedule will be established according to business requirements and local laws. Qualifications Education Required • Bachelor degree in a technical related field or an equivalent and relevant combination of education, experience and industry recognized certifications. Examples: Faculty of Computers, Electronics and Telecommunications Work Experience Required • Minimum 2-3 years related work experience in a Technical Support. • Experience in handling AIDC products and software solutions • Experience with Call Center best practices • Experience with Knowledge Management best practices • Experience in a multinational environment Technical Skills & Specific Knowledge Required • Strong problem-solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers. • Basic knowledge of computers, electric & electronic concepts and devices • Experience with wide range of operating systems incl. Windows CE and Windows Mobile • Experience in handling software and web server technical issues • Strongly preferred but not required is a selection of the following competencies: o Knowledge of Industry related technology and applications: familiarity with Bar Code Symbologies, Imaging technology o Experience with wide range of operating systems incl. Windows CE and Windows Mobile o Basic programming skills (Visual Studio .Net) preferred o Working knowledge of WLAN/GSM/GPRS/EDGE/CDMA/GPS/BT communication protocols o Experience with networks and RF connectivity Required Skills Case Management Communication Skills Creative Problem Solving Product Support Technical Support Tool Deployment Process

About Honeywell

Honeywell is a Fortune 500 company that invents and manufactures technologies to address tough challenges linked to global macrotrends such as safety, security, and energy. With approximately 110,000 employees worldwide, including more than 19,000 engineers and scientists, we have an unrelenting focus on quality, delivery, value, and technology in everything we make and do.