Field Service Engineer
Achieve the development of on-site installation, servicing and repair processes of complex equipment and systems. You will provide technical presentations to an audience of customers, other industry peers and competitors. You will achieve revision and correction of work instructions and customer-facing training guides used by field installation specialists. You will drive continuous improvement initiatives in the processes related to field services and product development. You will lead multi-functional groups to quickly fix any administrative difficulties relating to delivery and installation of proper equipment. You will act as a partner concern point for Field Service Specialists, Service Engineers, and other partners.
Be the face of Honeywell to with end-users, peers, and competitors in a conference setting
Learn end-to-end product and solution development and delivery of Honeywell products and solutions
Become a technical authority for complex Honeywell solutions/product offerings
Purpose of the Job
Support the LSS business to drive the Services business growth and profitability with superb customer happiness and safety record.
Responsible of the delivery of the support services to customers respecting global standards and processes.
Understand customer requirements and resolve issues through technical knowledge,
Knows customer’s site and contacts and uses Honeywell support network to provide excellent service and quality to customer.
Focuses on Customer engagement and development
Identifies service business opportunities in the customers’ installed base
A) Safety: meet the Corporate, customer and legal obligations of Health, Safety and Environment (trainings, use of PPEs and safety observations)
B) Customer growth and development: Identifies and develop opportunities for business growth participating actively with sales to progress them having an active and influential role with the customer to develop the solution. Actively engages to pursue the opportunities (actively generates sales leads)
C) Honeywell DCS and Industrial Safety Systems augmentation / Upgrade projects engineering and onsite execution.
D) System upgrades and modifications (Installation/configuration/implementation & commissioning) of Systems or SCADA products to meet customer specifications. OPM / upgrade projects execution.
E) Maintain the customer equipment to the required standard: regularly performs preventive maintenance and promptly intervene on maintenance needs
F) System diagnosis: Diagnosis, troubleshooting, Maintenance and critical issue for rectification of issues for timely closure of service requests.
G) Quality of delivery: Deliver promptly against service request, respecting agreed timing
H) Internal processes and reporting: Adopt and adhere to global standard in terms of tracking of actions (tools and timing) and promptly submit time sheets and billable work to ensure on time invoicing.
Networks & Contact Links
LSS management (General Manager, Service Business Mgr, Field Service Mgr, Field Operations Leader, Contract Managers)
Other LSS support functions (Project Managers, TAC engineers)
Sales account managers
Proposal and estimating
Customer service/care representatives
Key Performance Measures
Meet customer needs and requirements
Fulfil expectations as per job responsibilities
Certification and training (Completion of defined annual training plan)
Bill-ability and utilization
Timing to submit time sheets (weekly time card)
Timing to submit billable paperwork for invoice generation
Timing to close service requests (100% of assigned contract work completed per schedule = Request Fulfillment SR's completed by promised date; NO SR's open with no activity >30 days & Open Billable)
Number of sales leads generated
Share & Learn Sessions and junior buddy technical insights
Quality: No GSM Audit Corrective Actions assigned
HSE: respect safety measure (Honeywell and customer site), supplies to SOS
Bachelor degree in engineering (engineers) – specialization Instrumentation & control / Electronics / Industrial Automation
12-15 years work Experience in engineering and maintenance of automation control system for sophisticated industrial environment
English knowledge at (minimum) intermediate level (able to read, write and understand spoken English)
Technical Skills & Specific Knowledge Required
Knowledge of electronic systems – DCS and ESD (installation / configuration / implementation / project Engineering)
Understands project life cycle from requirements to delivery
Understanding of the cost structure of service agreements and make appropriate cost effective decisions
Basic knowledge of project management skills: able to use project documentation
Honeywell’s HPS offerings Experion PKS, C300/C200 and Foundation Fieldbus, including ISS (FSC, Safety Manager), integration of 3rd party DCS / PLC Systems and SCADA products. OPM / upgrade (of different level of complexity according to job qualification) projects execution. Knowledge on Honeywell Legacy system – TPS shall be an added advantage.
L3 level certification on at least 1 system platform and 1 OPM.
Behavioral Competencies Required
Use open two-way communication style both internally and externally with Honeywell customers.
Respect and represents Honeywell high quality services, ethics and values towards our clients
Strong ability to multi-task and prioritize work
Growth mindset and has a zealot for Growth
Acts with Urgency
Goes Beyond in over delivering on commitments.
Cultivating Partnership and Getting People Better
Genuine interest for technology, continuously upgrade/update technical knowledge
Accurate and time-conscious
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.