Job DescriptionAs a Senior Remote Services Engineer (Level 2) here at Honeywell, you will be part of the Global Remote Buildings Operation Team providing 24/7 engineering response and support to Honeywell Connected Sites worldwide under defined Service Level Agreements (SLA). You will be the first point of contact for our contracted customer base, ensuring their issues are resolved expediently and in accordance with SLA agreements by offering remote fixes, escalating to Field Engineering Teams when necessary, and directly interfacing with customers.
You will report directly to our Team Lead and you'll work out of our Independence, OH location on a shift-based work schedule.
In this role, you will impact customer satisfaction and operational efficiency by delivering expert remote technical assistance, driving energy savings, and continuously improving product quality and service offerings.
ResponsibilitiesKEY RESPONSIBILITIES- Provide remote technical assistance for global multi-brand contracted customers.
- Coordinate with Team Lead when customer interactions fall outside defined contract requirements.
- Manage global customer requests with varying levels of expertise.
- Perform fault finding on building service plant equipment and systems.
- Liaise with third-party providers on non-BEMS related problems to enhance customer service.
- Represent technical issues from both Field Service and customer sites at appropriate technical forums.
- Drive energy savings through applying BEMS expertise.
- Liaise with Field Service Account Handlers to resolve customer queries.
- Ensure achievement of all team and individual targets and KPIs.
- Execute assigned tasks per procedures and instructions within the contract framework.
- Understand customer requirements for functional setup of customer sites.
- Verify analytical results against internal guidelines.
- Produce, validate, and forward customer reports.
- Update customer systems to meet required functionalities.
- Notify involved parties in case of non-conformities.
- Document workflows for repetitive customer activities.
- Continuously improve product quality and performance.
- Make decisions based on defined authority and responsibilities.
- Work closely with Technical Support and Engineering Teams on product issues.
- Carry out development project work to enhance global services offerings.
- Train and mentor Level 1 operators.
- Collaborate with senior leadership to refine and improve current offerings.
QualificationsYOU MUST HAVE- Minimum of 2 years demonstrable experience in Maintenance, Repair, Installation & Operation of Building Energy Management Systems (BEMS).
- Minimum of 2 years of experience working on Building Energy Management Systems.
- Minimum of 2 years of experience working directly with customers in person or over the phone.
- Ability to work a 24/7 shift pattern.
- High school diploma or equivalent.
WE VALUE- Exposure to identifying or supporting service revenue opportunities (T&M, SPOT, upgrades).
- Strong problem-solving and analytical capabilities.
- Commercial awareness and ability to identify value-based opportunities.
- Experience working in remote operations centers / digital services.
- Knowledge of managed services or connected building platforms.
- Bachelor's degree in HVAC, Electronics, Mechanical, Computer Science, or related discipline.
- Industry experience is preferred.
- Significant customer service experience.
- Demonstrated experience with knowledge management and call center management.
- Experience in a field environment is advantageous.
BENEFITS OF WORKING FOR HONEYWELLIn 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. For more information visit: Benefits at Honeywell
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.
Posting Date: 09/04/2026
THE BUSINESS UNIT
Honeywell Building Automation provides innovative solutions that help building owners and occupants ensure their facilities are safe, comfortable, and sustainable. Our technologies are installed in millions of buildings worldwide, delivering smart, connected building management systems that optimize energy efficiency and occupant experience.
