Case Management: recording and tracking of all activities in CRM (Service Console)NEX and taking ownership of customer issues reported and seeing problems through to resolution
Developing and maintaining technical Knowledge Base content
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Job brief We are looking for a Technical Support Engineer to provide assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with our applications, programs and hardware. Technical Support Engineer responsibilities include resolving issues with our products using remote desktop connections to provide immediate support. If it is necessary, you will go with our BMS partner in order to solve the issue directly to the installation. The main product responsibility will be in Niagara software support. This can be a PC based supervisor installation, or a field controller based BMS application including integration options. The peripheral devices like I/O modules and connected field devices are part of the support. All devices are communicating via internet and serial wired connections. To be qualified for this role, you should possess extensive knowledge in a relevant field, like technical engineer (industrial, mechanical, telecommunications, IT .). Principal Responsibilities + Provide technical support
Test products & software
Coverage of Technical Support Helpdesk (Phones, mail, email and web support) for the specific BMS product portfolio
Transfer product knowledge to internal staff of Sales Team and to Partners supporting related activities (trainings, technical articles, technical bulletins, webinars.)
Provide mainly post-sales technical assistance for 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.
Support of BMS New Product Introduction through NPI introduction programs
Facilitate issue identification and analysis
Support cases will have to be timely escalated when appropriate to Tier 3 and/or appropriate resources. 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 the 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. Language Requirements - Fluent in English and Spanish , verbal and in writing. Technical Skills & Specific Knowledge Required + Strong Customer Service & Technical support skills - ability to quickly gain customers trust and confidence.
Degree in Energy, Electrical, Automation, Electronics, IT Engineering
Experience with networks and connectivity
Ability to communicate and build relationships comfortably with customersExcellent writing skills. Attitude to travel and drive (less than 10%) Equal Opportunities We are an equal opportunity employer and value diversity at our company. Honeywell Technologies is a integral, pure-play automation company with a legacy ... (remaining content continues following same pattern, ensuring only
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📌 Education Recruitment & Team Support Specialist (Madrid)
🏢 La Casita de Inglés
📍 Madrid