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Honeywell Forge – Field Engineer Support Spotlight

Honeywell Forge – Field Engineer Support Spotlight

How long have you been at Honeywell? May, 2018.

Territory: I am based in the Philadelphia-area but my territory stretches from Maine to the Carolinas. Although field engineers have official territories and designated customers, at the end of the day our mission is to provide customer support, no matter where the customer is located.

Responsibilities: Our team is the first line of defense for customers when they have connectivity issues. I am dedicated to supporting Honeywell Forge connectivity services including datalink and airtime services like Jet ConneX, Viasat, SwiftBroadband and others. I also pride myself on being a cyber security expert which is something Honeywell customers have come to expect and appreciate.

Memorable Customer Story:

Earlier this year, our team got a call at 2:30 p.m. on a Friday from a customer who was having connectivity challenges on a Boeing 737 in Indianapolis. After conversations with the customer, we were able to determine they were dealing with a phone issue, which constitutes a safety of flight situation since they were unable to make/accept phone calls from the cockpit. The customer needed someone to address the problem immediately. I was able to get on a plane within a couple of hours. On my flight out, I researched the equipment and the problem the customer was having. I read through the installation manual and I was able to determine the likely cause of the problem. I showed up at the airplane first thing in the morning with a game plan about how to fix the issue. By doing the research ahead of time and making effective use of my time on my flight, I was able to develop a strategy and my advance work paid off. We made the changes necessary and immediately tested the issue to assure the problem was fixed. I was able to get the phone system repaired in 10 minutes and limit the customer’s downtime. By 7:30 a.m., I was back at the airport waiting for my return flight home. The customer’s issues were solved in less than 18 hours and they were eternally grateful. 

What makes the Honeywell Forge Customer Support Team unique?

We are the most diverse, well-rounded, educated group of individuals in the business. We are dedicated to connectivity and know the business inside and out. Our team is comprised of experts, many of whom have decades of experience in the field. We have connectivity covered from all angles.

Honeywell Forge and COVID-19

Honeywell goes the extra mile, especially right now. The Honeywell Forge team has had to modify the way we support customers during the COVID-19 global pandemic. We’ve worked hard to adapt to the limitations while still offering gold-standard service to our customers. While it is difficult to see customers face-to-face, we are doing more virtual visits and developing creative ways to think outside-the-box to support customers in this unprecedented time.

Why do you love your job?

I have a huge passion for supporting our customers. I also enjoy working with the sales team to develop technical solutions for our customers and driving product development. It’s exciting for me to take a customer’s feedback and see it evolve into a new Honeywell product that will not only benefit the customer, but the industry as a whole.

At the end of the day, to have a customer shake your hand - when it’s not a global pandemic - and tell you they really appreciate your support and the effort you made to fix their problem, it is inspirational. Our customers truly appreciate our hard work and dedication. That means the world to me. 

More background on the Honeywell Forge support team

Honeywell has field engineers across the world that support our aircraft in any and all time zones. Our experts are available for customers 24 hours a day, seven days a week.

The Honeywell Forge team always puts the customer’s best interest first. Our products and services are designed to complement and enhance our customer’s lifestyle and business practices. Additionally, our field engineers are dedicated to providing customer feedback to the Honeywell research and developmental engineers and business leaders to generate the products and services customers want - and need - to grow, expand and enhance their businesses. 

Michael Yerardi
Senior Application Engineer

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