Field Service Engineer I

Field Service Engineer I - UAE NATIONAL ONLY
The purpose of this position is to perform and provide counsel on expert emergency, maintenance, testing, engineering, programming, designing, and start-up technical support across any type of electrical or mechanical equipment, systems, and subsystems (including software where applicable) from simple to moderately complex in nature. Performs or provides counsel on diagnosing and repairing equipment and systems (both hardware and software) beyond the capability of other Service technicians.

Key Responsibilities

Duties & Main Accountabilities

1. Provide reliable technical assistance to internal and external customers.
2. Provide professional coverage of Technical Support Helpdesk.
3. Support focus on accuracy, timely feedback, and customer satisfaction.
4. Drive timely identification, investigation, resolution, root cause analysis, and replication of technical issues.
5. Build internal relationships to expedite complicated cases.
6. Develop broad understanding of customer needs.
7. Support the knowledge-sharing mindset, methodology, and tools.
8. Help and develop Technical Support processes.
9. Ensure proper documenting and recording of all activity and communication and address systemic coordination issues.
10. Be part of a team that is solving complex technical problems for the customer.
11. Drive timely responses to customer demands by supporting the coordinating efforts of different teams.
12. Build business acumen while learning to address customer's technical needs.

Responsibilities

1. Service and maintenance of Honeywell and third-party equipment.
2. Install Honeywell EBI, prepare graphics and necessary programming works as per specifications.
3. Be ready on the job site during temporary or final acceptance of SLJs.
4. Supervision of cabling & field installation works.
5. Availability for and performance of duties outside of normal working hours as per agreed rosters and as directed.
6. Safety: meet the Corporate, customer, and legal obligations of Health, Safety and Environment (trainings, use of PPEs and safety observations).
7. Carry out hazard and risk assessments for all tasks as per company policy and procedures.
8. Report near misses, incidents, and other opportunities for improvement.
9. Respond to customer inquiries and maintain the customer equipment to the required standard, regularly performing preventive / corrective maintenance and promptly intervening on maintenance needs.
10. Responsible for the delivery of the support services to customers respecting global standards and processes.
11. Understand the customer needs and resolve issues through technical knowledge.
12. Identify service business opportunities in the customers' installed base.
13. Diagnosis, troubleshooting, maintenance, and escalation for rectification of issues for timely closure of service requests.
14. Quality of delivery: Deliver promptly against service requests, respecting agreed timing and ensure timely closure and tracking. Deliver on Customer Satisfaction, process uptime, and system performance metrics.
15. Development and maintenance of site-specific documentation and quality assurance information as instructed by team leader.
16. Keep technically current with the HBS products and offerings. Understand legacy systems/upgrades and use all new systems/products.
17. System upgrades, augmentation, modifications, and maintenance services (Installation/configuration/implementation/commissioning/maintenance support) of Honeywell's HBS offerings.
18. Internal processes and reporting: Adopt and adhere to global standards in terms of tracking of actions (tools and timing) and promptly submit timesheets and billable work to ensure on-time invoicing.
19. Financial control according to previously agreed budgets and plans.
20. Support Working Capital Team and Service Administrator to collect the payment on time from customers.
21. Customer growth and development: Identifies and develops opportunities for business growth cooperating actively with sales to progress them having an active and influential role with the customer to develop the solution. Actively engages with sales to pursue the opportunities (actively generate and support sales leads) and provides customers with the most effective solutions.
22. Provide special/custom training to customers upon request.

Key Skills and Qualifications

1. Bachelor's degree in Electrical, Communication, Mechanical Engineering or equivalent, or High school diploma with significant relevant experience.
2. 1-3 years experience servicing HVAC, Fire, Security, or access entry and alarm systems.
3. Honeywell and industry-based programming skills.
4. Strong fault-finding skills. Honeywell product knowledge.
5. Desired: Certification and/or Training in relevant HVAC/BMS/CCTV/Access Control/Fire Alarm systems.
6. Valid driver's License.
7. Site-based tasks and Weekly 5 days on site.
8. Ability to interact and build relationships with customers.
9. Ability to acquire and demonstrate trade skills and/or product knowledge to meet the requirements of the role.
10. Ability to apply knowledge and understanding of Honeywell products to develop solutions that meet customers' requirements.
11. Must be able to work with limited supervision and direct contractors or other service technicians.
12. Good communication both written and verbal. The ability to work under pressure.
13. Strong commitment to safety and a safe working environment.
14. MS-Office (Word, Excel, PPT).