Honeywell Support Supervisor in Mexico City, Mexico

Support Supervisor

Innovate to solve the world's most important challenges

  1. Primary Function:Responsible for supervision of members of Technical Support team and the technical analysis and troubleshooting of Advanced Metering Infrastructure (AMI) and Meter Data Management (MDM) for electric, gas, and water meters.Essential Functions:

  2. Supervises the work of support analysts assigned, and performs appropriate administration tasks.

  3. Troubleshoots applications and components involved in the AMI solutions.This includes:

  4. AMI, MDM and Energy Management System (EMS) applications

  5. Oracle database

  6. Disaster Discovery

  7. Database performance
  8. Web Services interface (MultiSpeak and SOAP).
  9. Windows Server
  10. Proactively monitors and performs analysis of AMI system performance from customer production live sites
  11. Responds to customer support requests (phone, e-mail and support portal) to resolve technical issues of different complexity.
  12. Develops customized tools and scripts to assist in troubleshooting and resolving technical issues in a timely manner with high quality.
  13. Diagnoses problems by parsing internal system log files and using SQL queries
  14. Account Management - Communicates updates on issues in a timely manner to ensure client satisfaction and manage the customer relationship.
  15. Works with appropriate resources such as the software development team to resolve issues and follow up with customer to ensure resolution.
  16. Collaborates with internal departments (including Europe) to effectively resolve technical issues.
  17. Maintains awareness of service level agreement targets to help meet and exceed requirements.
  18. Documents problems, statues and resolutions to maintain history of technical issues.

    90 Dealing and supporting, resolving customer problems

    10 Administrative Functions and Meetings assistance

+

  • 3-5 years of supervisory or managerial experience.
  • 3-5 years of technical customer support experience.
  • Bachelor of Science in Computer Science or Electrical Engineering.
  • Working knowledge of SQL and XML.
  • Knowledge of electricity/gas/water metering and/or electric utilities, with telecommunication is a plus. +

Exempt How Honeywell is Connecting the World

INCLUDES
  • Some Travel Required
  • Continued Professional Development
ADDITIONAL INFORMATION
  • Job ID: req148928
  • Category: Customer/Product Support
  • Location: Av. Santa Fe No 94, Torre "A" piso 1, Mexico City, CDMX 01210 MEX

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, or veteran status.

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.

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