Senior Remote Services Engineer
Ibqbjb Cx · Independence, Ohio, United States · onsite
As a Senior Remote Services Engineer here at Honeywell, you will play a critical role in delivering expert remote technical support and services to our customers. You will leverage your engineering expertise to troubleshoot, resolve complex issues, and optimize system performance, ensuring customer satisfaction and operational excellence.
You will report directly to our Service Manager and you’ll work out of our Independence, OH location on an onsite work schedule.
This role is part of the Global Remote Buildings Operation Team who operate a 24/7 Engineering Response and Support to Honeywell Connected Sites around the world under a defined Service Level Agreement (SLA) and provide updated validation and analysis of Customer energy profiles and usage. You will be part of office-based teams working on various shifts who are the first point of contact for our contracted customer base.
It will be your responsibility to ensure our customers gets their issues resolved in the most expedient way possible and in accordance to their SLA agreements. You will achieve this by offering Remote Fixes and Escalations to Field Engineering Teams, and directly interfacing with customers.
KEY RESPONSIBILITIES
• Providing remote technical assistance for Global Multibrand Contracted Customers
• Coordinate with Team Lead when liaising with customers when interactions fall outside of defined contract requirements.
• Manage Global customer requests who have varying levels of expertise.
• To be adept at fault finding on building service plant equipment and systems
• Liaise with third party providers on non BEMS related problems ensuring we deliver an enhance customer service
• Represent technical issues form both Field Service and customers sites at the appropriate technical forums.
• Driving energy savings through applying BEMS expertise.
• Liaising with Field Service Account Handlers to resolve customer queries
• Ensure the achievement of all team / individual targets and KPI’s
• Execute assigned tasks per the procedures and instructions applicable to the team; within this framework the agent can determine how to proceed if the activities are stipulated in the contract.
• Understand the customer requirements for the functional set-up of the customer site.
• Verify the analytical results of the customer needs against the applicable internal guidelines.
• Produce, validate and forward customer reports.
• Update the customer’s system to meet required functionalities.
• Notify parties involved in case of non-conformities
• Document workflows for repetitive customer activities
• Continuously improve product quality and performance
• Make decisions based upon the authority and responsibilities defined in the job description.
• Provide Remote technical assistance for Honeywell contracted customers & Connected Sites
• Liaise with Service Account Handlers to resolve customer queries
• Ensure the achievement of all team / individual targets and KPI’s
• Work closely with Technical Support Team & Engineering Teams on Product Issues
• Carrying out development project work to enhance Global Services Offering
• Work to advance overall offering and train/mentor Level 1 operators
• Work with senior leadership to refine and improve current offerings.
YOU MUST HAVE
- Ability to work a 24/7 Shift Pattern, with good Time Keeping
- 2+ years of experience working with Building Energy Management Systems (BEMS), building automation systems, or automated building controls.
- 2+ years of experience troubleshooting, maintaining, repairing, installing, or operating BEMS, building automation systems, or related building controls.
- 2+ years of experience providing technical customer support in person or by phone.
- 2+ years of experience working in a technical support, engineering, field service, or building systems environment.
WE VALUE
- Experience working with Tridium Niagara, Honeywell BEMS, or other building automation platforms.
- Experience with energy analysis, energy optimization, or building energy performance.
- Experience working in the building automation, controls, facilities, HVAC, or energy management industry.
- Experience working in a field service environment.
- Experience with knowledge management or technical documentation.
- Experience working in a call center or technical support center environment.
- Experience mentoring or providing technical guidance to less experienced team members.
- Bachelor's degree in HVAC, Electronics, Mechanical Engineering, Computer Science, or a technology-related discipline.
- Experience supporting customers across multiple regions or countries.
- Experience working with multilingual customer populations.
BENEFITS OF WORKING FOR HONEYWELL
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. Learn more (https://benefits.honeywell.com/)
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates. Job Posted: October 7, 2026
ABOUT HONEYWELL TECHNOLOGIES
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.
THE BUSINESS UNIT
Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit https://buildings.honeywell.com/ (https://buildings.honeywell.com/)