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About the Role
In this role, you will impact the success of our technical support operations by delivering high-quality support services, troubleshooting complex technical problems, and collaborating with cross-functional teams to improve product performance and customer experience. You will serve as the first line of defense for customer quality issues related to HSS and IMC products, independently leading customer escalations, coordinating RMA activities, and driving timely, fact-based resolution across customers, channel partners, overseas factories, engineering teams, and commercial stakeholders.
Responsibilities
- Provide technical support and troubleshooting assistance to customers and internal teams.
- Analyze and resolve complex technical issues related to Honeywell’s industrial automation products and solutions.
- Collaborate with engineering, sales, and product management teams to address customer needs and improve product functionality.
- Document and track support cases, ensuring timely and accurate resolution.
- Assist in the development of technical documentation and training materials.
- Participate in continuous improvement initiatives to enhance support processes and customer satisfaction.
- Act as the first line of defense for customer quality issues related to HSS and IMC products, leading investigations from the initial customer complaint through containment, root cause analysis, corrective action, and final closure.
- Issue, coordinate, and track RMA (Return Material Authorization) cases, ensuring clear ownership, accurate documentation, timely material disposition, and effective communication among customers, channel partners, Honeywell factories, quality teams, and engineering teams.
- Lead customer quality discussions using a disciplined, fact-based approach, evaluating available technical evidence objectively, validating customer statements and assumptions, and establishing a clear problem definition before committing to conclusions or corrective actions.
- Serve as the primary interface between customers, channel partners, overseas manufacturing locations, and global engineering teams, driving alignment and resolution without relying solely on Sales to manage the customer relationship or internal follow-up.
- Independently lead challenging customer situations, balancing strong customer advocacy with technical objectivity, commercial awareness, and adherence to Honeywell quality processes.
- Influence cross-functional and globally distributed stakeholders without direct authority, establish clear owners and due dates, escalate roadblocks appropriately, and maintain momentum through closure.
- Manage multiple technical and quality escalations with strong time management and execution discipline, providing timely updates and ensuring actions are completed according to agreed milestones.
- Apply structured problem-solving and quality methodologies, where appropriate, including 8D, DMAIC, CAPA, Fishbone Analysis, 5 Whys, FMEA, and other root-cause-analysis tools.
- Identify recurring failure modes and customer-impact trends, and work with factories and technical teams to implement sustainable corrective and preventive actions.
Requirements
- Strong knowledge of industrial automation systems, control technologies, and related software.
- Ability to diagnose and resolve complex technical issues effectively.
- Experience with support tools and ticketing systems.
- Familiarity with Honeywell products and solutions is a plus.
- Experience in customer quality engineering, field quality, supplier quality, reliability engineering, failure analysis, RMA management, or technical escalation management in electronics, sensing, industrial automation, or a related manufacturing environment.
- Demonstrated ability to engage directly with demanding customers and channel partners, challenge assumptions professionally, and drive resolution based on verified facts and technical evidence.
- Proven ability to independently lead complex customer escalations and coordinate actions across customers, commercial teams, overseas factories, quality organizations, and engineering teams.
- Strong influencing and stakeholder-management skills, including the ability to obtain commitment and drive action without direct reporting authority.
- Strong written and verbal communication skills in Japanese and English for customer engagement and coordination with overseas factories and global technical teams.
- Effective time management, prioritization, and follow-through, with the ability to manage multiple cases and deliver actions in a timely manner.
Skills
- Industrial automation systems
- Control technologies
- Related software
- Technical issue diagnosis and resolution
- Support tools
- Ticketing systems
- Customer quality engineering
- Field quality
- Supplier quality
- Reliability engineering
- Failure analysis
- RMA management
- Technical escalation management
- Customer engagement
- Channel partner engagement
- Stakeholder management
- Japanese
- English
- Time management
- Prioritization
- Follow-through
- 8D
- DMAIC
- CAPA
- Fishbone Analysis
- 5 Whys
- FMEA
- Fault Tree Analysis
Education Level
- Bachelor's degree in Engineering, Computer Science, or a related field preferred
About the Company
- Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world.
- We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer.
- By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy.