Software Engr II

Your role will also include overseeing, supervising, and reviewing tasks performed by team members to ensure effective execution of work; managing end-to-end processes and projects for both internal and external clients with responsibility for timely and accurate delivery; issuing clear instructions and guidance to team members on assigned tasks; and mentoring and guiding junior colleagues to support their skill development, professional growth, and overall success.

• Handle internal and external customer related issues and concerns
• Point of escalation for Level I, 2 & 3 Specialists
• Record all customer interactions into a NEX Database
• Conduct Technical Support data analytics applicable to Customer Interactions and Product Data
• Ensure the safeguarding and efficient use of the Honeywell furnished materials and equipment
• Develop FAQs, Technical Tips on Hardware and Software applications
• Assist in the development of internal documentation
• Read and comprehend technical documents, quick start guides, and configuration documentation
• Liaising with Product management and senior engineering specialists for problem resolution
• Work with Senior Support Engineers on new product testing and documentation
• Attend and facilitate frequent Technical Related Tier Sessions, work groups & Product Trainings 
• Manage and maintain the Training and Knowledge Retention Plan for Technical Support 
• Conduct the trainings for internal and external customer.
• Make the Lab setup and reproduce the customer issue.
• Identify the defect and enhancement on the customer issue.
• Responsible to deliver all TAC KPIs.
• Actively participate in departmental activities and initiatives
• Document all tasks and project activity in Salesforce.com Project Logs
• Maintains acceptable call evaluation requirement 
• Maintains acceptable VOC requirement  
• Up to 10% travel

Qualifications:

• Bachelor’s Degree in engineering ie. Electrical/ Electronics / Instrumentation/ Mechanic/ Computer Science.
• Min 10 ~ 12 years of relevant experience in configurations of  Fire & Security Products (BMS, Niagara products & Comport point open system) in the field or min 6 ~ 8 Years of experience in providing technical support of these products.
• Additionally, if any of you have experience handling Honeywell DVM and EBI products, that would be a significant value-add to our project. These specific skills are highly regarded and could provide a distinct advantage in our work.
• Excellent communication skills (oral and written)
• Excellent interpersonal, organizational, and time management skills
• Excellent Project Management Skills and Presentation Skills.
• Good Understanding of Rapid Problem Solving and Six Sigma Lean Principles.
• Ability to type at least 35 words per minute
• Previous experience with troubleshooting software or hardware
• Strong knowledge of Microsoft Operating Systems
• Strong knowledge of Microsoft Office
• Knowledge and experience with SQL 
• Basic understanding of electronics concepts
• Experience with LAN/WAN network technologies
• CCNA certification / Windows Service Administration/ Niagara Advanced TCP Certification/ LEED Certifications If available.