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. Top Level Job Description• 70% Operational execution • 10% KCS Creations • 5% NPI • 10% Personal development • 5% Admin Metrics • NEX Case Escalation Management • KCS Metrics & Focus on IDP • Team CSAT & work with Engg function. • Technical Excellence & Meet TAC KPIs • Technical Coaching • HSE Compliance • Workshops/Seminars