Level 2 Technical Support Engineer with French (Hybrid)

Honeywell is a Fortune 100 company that invents and manufactures technologies to address tough challenges linked to global macro trends such as safety, security, and energy. With approximately 122,000 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.

Qualification, experience and skills:

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
Excellent / Fluent in English, both verbal and in writing.
Fluent in French, both verbal and in writing.
Minimum 18 months related work experience in a Technical Support role working with AIDC products
Minimum 2 years related work experience in a customer facing technical support role.
Experience with Knowledge Management best practices
Experience with Call Center best practices
Strong problem solving skills – ability to quickly and correctly assess the impact, complexity and urgency of technical problems reported by customers.
Experience with wide range of operating systems incl. Windows CE, Android and Windows Mobile
Working knowledge of WLAN/GSM/GPRS/EDGE/CDMA/GPS/BT communication protocols
Experience with networks and RF connectivity

Responsibilities:

Coverage of Technical Support Helpdesk (Hotline, mail 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, 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 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.
Dedicated complex technical support for ViP accounts
Continuous training preparation and delivery to Global PSS team
Dedicated support for the new software released(Operational Intelligence)

Our offer:

Competitive Salary regularly increased based on your performance;
Market-leading Sales performance incentive rewarding your individual achievements;
Enjoy 25 vacation days per year, plus extra days off for life's special events
we provide meal vouchers;
Flexible benefits basket with monthly budget allocated (top up medical insurance, life insurance, pension, vacation/ cultural/ fuel vouchers);
Medical Insurance Plan paid by the company;
Christmas and Easter bonuses;
Recognition & referral bonus programs;
Comprehensive induction, ongoing training and development to set you up for success;
In-house and external learning platforms (Udemy) to continue to expand your skills;
Work experience opportunities to help you grow your career with us;
Global employee networks to help you connect and grow;
Employee Assistance Program - Free and confidential service to help with any difficulties regarding work, life and personal or family matters;
In case of unfortunate events, we support you by offering you free days and financial support (handled on a case by case basis) or Family financial aids;
Access Integrity line - Any workplace issues or violations that need to be raised in good faith, can be communicated in a safe, private and confidential environment;
Your family is growing while working at Honeywell? We congratulate you by offering special bonuses;
Frequent Employee Engagement activities fostering an inclusive and diverse work environment;
3 + 2 hybrid work arrangement to support your work-life balance;
Flexible working hours;
Fresh fruit days in the office.
Equal opportunity statement

• Medical subscription
• Trainings
• Courses
• Certifications
• Laptop
• Mobile phone
• Meal vouchers
• Holiday vouchers