Engineer II Technical Support
Job Number
: 00115454

Description


The Engineer II Technical Support (Product Support Engineer (PSE)) manages and coordinates activities required to support and resolve technically challenging field issues at both component and system level, including those escalated from the Technical Operations Call Center. The engineer in this role must respond quickly, effectively and professionally to technical issues that arise. In addition, the PSE is responsible for constantly evaluating and proactively identifying potential issues and resolving them before they become major issues for customers. The PSE owns the data collection, investigation and presentation phase of CSB1. The Primary responsibility is to provide Propulsion technical support to the Honeywell Technical Operations Center (TOC) and to Aircraft Original Equipment Manufacturers (OEMs). Responsibilities include, but may not be limited to:

Technical Skills/Problem Solving/Decision Quality;

* Demonstrating in-depth technical knowledge of multiple
* Propulsion products and process technologies, including aircraft interface/interaction, sub-system, system and platform applications.
* Represents organization as prime technical contact on system interaction and operational issues.
* Serving as a technical expert and focal point for Honeywell Technical Operations (including the Technical Operations Call Center, Field Service Engineer, Product Teams, Customer Support Engineers) and Aircraft OEMs.
* Gathering and analyzing data as part of proactively monitoring fielded products. Track product reliability and proactively address negative trends
* Providing guidance to Reliability Engineering in the products to review and analyses that must be performed, analyzes field event and reliability data to identify new failure modes and trends and ensures all information contained within the component reliability report is accurate.
* Leading field investigations and preparing CSB1 presentations when applicable; consistently documenting problems and solutions per existing processes and validating information for correctness, quality, depth and completeness.
* Reviewing and updating field technical publications, including creating Publication Change Requests.
* Reviewing Knowledge Database and continuously contributing lessons learned to the database.
* Using project management skills to effectively develop and interpret detailed programs related to new development and Service Related Difficulties (SRD's).
* Using 6-Sigma tools such as Fault Trees to improve the organization and execution of investigations.

Customer Focus/Satisfaction:

* Anticipates expectations of internal and external customers, proactively provides status of technical issues in effective/timely manner and seeks feedback on service to continually make improvements.
* Monitors customer operations and field data to assess product health and proactively address technical issues before they adversely affect customer relations.
* Works with Engineering & Technology (E&T) and Business Segments to assure that technical problem resolution meets or exceeds customer's expectations.
* Understands Honeywell's business goals and effectively balances customer needs versus Honeywell's interests; identifies potential business growth opportunities

Communication/Self Awareness:

* Proactively communicating status of issues to customers and the Honeywell TOC using existing processes (Service Information Letters, Operators Conferences, Technical Review, et cetera)
* Creating presentation material for in-service technical issues, collaborating with E&T on Technical Coordination Meetings and sharing presentation responsibilities for larger operator meetings.
* Making accurate decisions in high pressure situations with limited data; incorporates risk analysis
Maintaining composure in stressful and changing environments; comfortable interacting with all levels of customer and Honeywell organizations from highly technical individuals to senior leadership
* Leading teams withdiverse backgrounds


Qualifications


Basic Qualifications:

* BSME or Bachelor degree in a related technical field
* Minimum 1 year industry experience in engineering or customer service of gas turbine engines / 1 year experience interacting with technical experts and driving multi-discipline teams / 1 year experience interfacing and resolving customer concerns and problem solving.
* US Citizen Only.
* Excellent English communication skills written and spoken.

Additional Qualifications:

* 3 years industry experience in engineering or customer service of gas turbine engines.
* Direct engineering or customer service experience with gas turbine engines.
* SAP experience
* Six Sigma Greenbelt Certified
* Familiarity with ATLAS
* Program Management experience
* Multiple product experience
* Strong customer service mindset
* Ability to proactively evaluate circumstances and drive resolution of issues
* Action oriented and achieves results.
* Ability to multi-task and be efficient and highly effective in completing work activities
* Rapid and accurate problem solver
* Demonstrated business acumen
* Strong interpersonal skills with ability to work independently, as well as part of a team
* Strong verbal and written communication skill with ability to positively influence others
* Can communicate effectively and confidently with different levels (senior leadership to shop floor technicians)
* Ability to adjust own preferred interaction style to that of the customer or as needed based on the situation
* Can push back with customer in a professional manner and find elegant solutions to complex issues that support HON business directives AND satisfy customer's needs
* Ability to think clearly and remain professional under stress induced and time pressured situations. Can defuse high tension situations and is a settling influence in a crisis
* Actively seeks out and looks for growth opportunities and works with sales personnel in next steps. A sales advocate with the customer.

As an Equal Opportunity Employer, we are committed to a diverse workforce and drug-free workplace

Job
: Customer/Product Support
Primary Location
: PRI-PRI-Aguadilla
Other Locations
: USA-PR-Aquadilla
Travel
: No
Relocation Available
: No