Honeywell Field Service Engineer – SaaS Technical Support 

United States 

521094930

ABOUT THE ROLE

Based in the San Francisco or Los Angeles areas, you will manage professional coverage for the Technical Support Helpdesk, ensuring timely issue resolution, root cause analysis, and high customer satisfaction.

Key Responsibilities:

• Facilitate issue identification, investigation, and resolution for both remote and on-site customer cases.
• Travel 25-50% of the time to customer locations in the San Francisco and Los Angeles areas, as well as domestically, for on-site technical support and troubleshooting.
• Track and document requests, resolutions, and customer interactions, ensuring timely feedback.
• Provide technical training and guidance to customers during field visits.
• Build and maintain strong customer relationships through in-person visits and regular communication.
• Test and evaluate products and software in the field to ensure proper functionality and customer satisfaction.
• Share knowledge and contribute to continuous improvement initiatives.
• Develop and refine technical support processes, with a focus on remote and field-based activities.
• Ensure accurate and clear documentation for all activities and customer communications.
• Address systemic coordination issues and collaborate with cross-functional teams to resolve them.

Compensation Range

The annual base salary range for this position is $93,800-$117,300. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate’s work experience, education and training, key skills, as well as market and business considerations.

MUST HAVE:

• Hands-on experience with server-based applications and cloud-based systems (SaaS).
• 3+ years of experience with cloud technologies.
• Proficiency with Windows server, SaaS, and cloud-based systems.
• Experience with IT networking and troubleshooting technical issues in customer environments.
• Valid Driver’s license and acceptable driving record.
• High school diploma, or equivalent.

WE VALUE:

• A college degree or technical certifications are a plus.
• Familiarity with Honeywell EBI (Enterprise Building Integrator), DVM (Digital Video Manager), HEM (Honeywell Energy Manager), or other SaaS products.
• Proven experience with Salesforce.com, SharePoint, or similar CRM tools.
• Extensive customer-facing experience, especially in a field-based support role.
• Knowledge of BAS (Building Automation Systems) is a plus.
• Experience in Knowledge Management and Call Center Management.
• Strong troubleshooting and problem-solving skills, particularly in field settings.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to work autonomously and manage time effectively in a remote, field-based role.
• Strong leadership, collaboration, and continuous improvement mindset.

Location Requirements:

• This is a remote position, but the candidate must be located in the San Francisco or Los Angeles areas to meet the travel requirements for on-site customer support.

• JOB ID: req470826
• Category: Customer Experience
• Location: HON LOC NOT AVAIL IN STATE,Santa Clara,California,99999,United States
• Nonexempt