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Honeywell Forge – Field Engineer Support Spotlight

Honeywell Forge – Field Engineer Support Spotlight

How long have you been at Honeywell? 22 years. I started my Honeywell career as a software engineer and moved into a systems engineering role. I was interested in being in a customer support position, so I joined the Honeywell Forge support team about three years ago. It has been a great journey and the learning has been immense.

Territory: I am based in Singapore. My territory includes Singapore, Southeast Asia, Japan and Australia. 

What does a typical day on the job look like? 

Every day on the Honeywell Forge support team is unique. There is no such thing as a ‘typical’ day and it never gets boring. Most days are spent answering queries and providing support to customers who need help debugging or troubleshooting systems on their aircraft. This is essential so a customer company’s day-to-day operations can run smoothly. On the Honeywell Forge support team, our goal is to make sure we understand the customer’s pain points and try to come up with a solution – quickly and efficiently. Responsiveness is a key part of the job. Completeness and thoroughness is what’s expected. There are a lot of competitors waiting to snatch the opportunity and we never want to let our customers down.

What makes the Honeywell Forge support team unique?

The expertise, knowledge and experience of the Honeywell Forge team members is invaluable. Having a dedicated group that knows where to start and what pieces to look at first is a real benefit to the customer. And, while I cannot be an expert on everything myself, someone on the team surely is. The team itself is a great collaboration tool. We don’t take shortcuts but we work with agility. We understand the customer is waiting on an answer and they cannot wait forever. We work without boundaries and have access to all other Honeywell teams when we need it.

Memorable customer story:

In July, we all had travel restrictions because of COVID-19. Nearly all of our troubleshooting and customer support was done virtually. We had a customer who had chartered a flight but was unable to get Wi-Fi on his aircraft. The passengers insisted that internet was critical and refused to fly if they didn’t have Wi-Fi access. The initial diagnosis was that the wireless access point (WAP) needed to be replaced. This is a very complex procedure that requires the removal of a lot of interiors plus it was going to be very hard to find a new wireless access box in such a short timeframe. I requested time to get a remote connection and use the Honeywell Aerospace Remote Connect tool. I was able to log into the aircraft system router where I uncovered the real issue. It turned out to be a router issue, not a WAP issue like initially thought. It took a couple of hours to troubleshoot but we did a remote factory reset and were able to bring the router back to life and then even the WAP came back to life. In the end, we saved the customer time and money. The customer was very happy and even wrote a note to the management stating what a great job we did. On the Honeywell Forge team, we are as thorough as possible and work tirelessly to come up with methodology to fix the issue based on the data we have.

Why do you love your job?

This job is a great learning opportunity for me. I like avionic systems and I have been working with software and systems engineering for many, many years, but to really see how everything comes together, and to look at the whole operations part of an aircraft, is a different experience. I appreciate being able to speak with a customer directly and genuinely understand their pain points. Often when I am working with a customer it’s a lightbulb moment about how a customer operates the system and the importance of the user experience. Typically, while you are doing software or systems engineering, you always think of big problems. In this role, the problems need not be big or complex; you see the small pieces can make a big difference in a customer’s operations. That is the gap that we can fill in while working on the Honeywell Forge support team.

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. 

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.

Mohan Rao
Senior Technical Support Engineer

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