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Advanced Field Service Engineer

Company: Honeywell
Location: Canton
Posted on: July 8, 2024

Job Description:

Innovate to solve the world's most important challengesWho Are We?Honeywell International is a $40 billion diversified Fortune
100 leader with more than 131,000 employees in 100 countries around the world.
We invent and manufacture technologies that address some of the world's
toughest challenges linked to global macro trends like energy efficiency, clean
energy generation, safety and security, globalization, and customer
productivity.

The Aerospace Technical Support Organization, ATS, responds
to customer technical inquiries 24 hours a day, 7 days a week. The organization
responds to issues globally and across all aerospace products and systems. All
team members provide their support for customer satisfaction and added value to
Honeywell by ensuring that the required customer, product, and system support
exists for timely issue resolution.

What Are We Looking For?

An exciting opportunity has become available for an
experienced and highly skilled individual to join our Americas FSE team as an
Advanced Field Service Engineer role where you will provide value to our
assigned Airline Customers by driving satisfaction and effortless experience.
You will investigate and resolve technical issues primarily serving the Airline
Aviation customers. You will provide mechanical and electrical technical
support remotely as a member of our Aerospace Technical Support global network.
This could be in the form of telephone, email, onsite visits, and HUB support
as needed. You will also develop customer relationships to fully understand and
support their technical support needs. You will drive organizational knowledge
by capturing and sharing knowledge gained during issue resolution process.

Key Responsibilities:

  • Being single point of contact/customer focal of assigned
    Airline Customers for Honeywell mechanical and electrical product and/or system
    technical issues.
  • The Advanced Field Service Engineer support person shall be
    knowledgeable on all Honeywell Mechanical/Electrical product/systems installed
    on the various platforms including working knowledge of aircraft components and
    systems as required by the assignment.
  • Provide direct troubleshooting assistance to the assigned
    Airline Customers and responding real-time to customer technical inquiries via
    phone/email and on-site presence, as necessary.
  • You must have substantial Air Transport and Regional (ATR)
    experience, and knowledge.
  • Participate with Business Units to provide input regarding
    the planned effort to develop and deploy the support requirements for the
    Product, System and Services.
  • Routing and escalation of technical and business issues
    within the support organization.
  • Strong time management skills with the ability to manage
    conflicting priorities. Exhibits sound independent judgment in assessing
    priorities, needs and problem resolution.
  • Manage and document customer communications via SFDC and own
    case closure.
  • Routing and escalation of technical issues within the
    support organization.
  • Analyze technical issues and determine corrective action
    plan
  • Become prime Honeywell contact with Customer with regards to
    product reliability and maintainability for in-service aircraft.
  • Provide frequent (daily & weekly) updates on customer
    issues and RAIL to leadership to collaborate across the internal functions and
    generate solutions to customers.
  • Attend daily customer meetings.
  • Ensure positive Honeywell image.
  • Interact effectively under established MOS.
  • Report imminent AOG and significant issues affecting
    dispatch or by customer request to ATS.
  • Provide on-site field service support by deploying to
    customer aircraft locations to resolve complex technical issues as required.
  • Build relationships with assigned Airline Customers with
    periodic visits regularly scheduled calls and face-to-face quarterly
    visits/meetings at assigned Airline Customers locations.
  • Support ATS (Hub) on network responding to CASES from
    customers.
  • Strong customer-centric mindset.
  • Provide AOG and on-wing support, both routine and emergency
  • Ability to proactively evaluate circumstances and drive
    resolution of issues.
  • Participate in weekly CCT/CBM meetings and quarterly review
    sessions with the customer."
  • Maintain ownership of technical issue through closure.
  • Participate actively in technical expert teams.
  • Contribute to knowledge management of technical issues for
    easy re-use.
  • Provide significant collaboration and coaching to peers,
    based on knowledge and expertise.
  • Participate in project teams: product/technical related,
    process related, organizational related.
  • You will have a degree or strong proven experience in
    avionics and mechanical/aviation/aerospace.
  • You must have previous and considerable experience within
    the maintenance and troubleshooting of avionic/mechanical products.
  • Previous experience troubleshooting various APU's such as
    131-9A/9B and 331-350, models, aircraft mechanical systems such as
    environmental control systems, cabin pressure control, oil systems, bleed air,
    hydraulic, pneumatic systems, thrust reversers, Wheels and Brakes, -actuators, valves, air turbine starters,
    sensors, and switches.
  • Will be required, on occasion to work off-hours, on
    weekends, and/or holidays in support of assigned Airline Customer operation.U.S. PERSON REQUIREMENTS Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorizationMUST HAVES:
    • Bachelor's degree in engineering or related technical fields
      or 10 years of experience in lieu of degree Minimum.
    • 10 years of experience troubleshooting Avionics and
      Mechanical systems on business, commercial, and/or military aircraft.
    • 5+ years' customer facing support experience and/or
      products.
    • Airframe and Powerplant (A&P) license or equivalent
      desired.WE VALUE:
      • Airline experience or knowledge would be desirable.
      • Utilization of Accelerator and tools to streamline work
        processes.
      • Ability to work independently with little supervision.
      • Ability to think clearly and remain professional under
        stress induced and time pressure situations.
      • Strong written and verbal communication skills.
      • Microsoft office skills (Excel, Word, PPT, Outlook, Teams)
      • Saleforce.com (SFDC), NICE InContact, Team Center.
      • Ability to take decisions under pressure, adaptability to
        change and strong analytical skills.
      • Aerospace business acumen.
      • Ability to proactively evaluate circumstances and drive
        resolution of issues.
      • Ability to develop and continuously improve processes.Additional Information
        JOB ID: req450643Category: Customer ExperienceLocation: 65 Shawmut Rd,Canton,Massachusetts,02021,United StatesNonexemptMust be a US Person or able to obtain export Authorization.Global (ALL)Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.

Keywords: Honeywell, Boston , Advanced Field Service Engineer, Engineering , Canton, Massachusetts

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