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Onsite with a Field Service Engineer: Wayne (Liwen) Dong

Onsite with a Field Service Engineer: Wayne (Liwen) Dong

Onsite with a Field Service Engineer: Wayne (Liwen) Dong

The Honeywell Aerospace Technical Support (ATS) team is a vast network of experienced Field Service Engineers (FSEs) located all around the world. Wayne Dong is one of these go-to people for any technical inquiries. He is based in Shanghai, China, and works closely with local operators to solve technical issues and ensure our clients receive best-in-class customer experience. 

What experiences have led you to support customers for Honeywell?

I graduated from Nanjing University of Science and Technology with a major in Mechanical Engineering. After a few years working in Aviation performing mechanical tech support, I was thinking about expanding my industrial expertise. At that point, I happened to connect with a few Honeywell engineers on an ARJ21 entry-into-service (EIS) program and was impressed by the teamwork spirit they presented. Later, I seized an opportunity for working with Honeywell as a field service engineer to support all Honeywell civil aviation products.

How do you onboard your customers to Honeywell?

When I started working for Honeywell, I received plenty of inquiries about different products from engineers located throughout China. I took this as an opportunity to build a relationship with each customer through online and face-to-face interactions. Our bond became solid when we got to know each other and worked together on problem-solving.

To enhance customer experience, I created best practices regarding the way we share technical updates promptly and based on customer priorities. In addition, the ATS team reviews service-related difficulties on a regular basis to address the top 25 critical programs. Based on that, I will customize a report focused on providing solutions / recommendations to solve related customer issues.

Why do you love doing what you do?

Aviation is a fantastic industry. I love the advanced technologies that have helped this industry evolve, the high-quality products that keep airplanes flying and the zero-tolerance regulations that guard people’s safety.

What is the most rewarding aspect of your job?

Firstly, I want to thank all my customers for their trust and recognition over the years. I also appreciate the coaching from my colleagues in every department at Honeywell, and I benefit from the continuous training programs that broaden my knowledge and support my personal development.

Elsa Gu
Senior Customer Marketing Specialist

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