The Technical Support Specialist – Honeywell Hospitality provides frontline technical support for INNCOM energy management systems and Onity electronic locking solutions used in hotels worldwide. This role supports hospitality customers through phone, email, and secure remote connectivity, ensuring hotel operations, guest safety, and guest comfort are maintained with minimal disruption.

The specialist acts as the primary technical contact for hotel engineering teams, IT staff, and brand partners, resolving issues efficiently while following defined escalation paths to Tier 2, Tier 3, and Field Services when required.

YOU MUST HAVE:

• High school diploma or equivalent (technical or vocational education preferred)
• 1–3 years of experience in:
• Technical support, help desk, or systems support
• Hospitality, building systems, access control, or connected devices
• Strong troubleshooting and problem-solving skills
• Ability to explain technical issues to non-technical users
• Comfortable working in a phone-based support environment
• Strong written and verbal communication skills

WE VALUE:

• Experience with hospitality systems, EMS, access control, or BMS
• Familiarity with:
• HVAC fundamentals
• IP networking basics (LAN/WAN, ports, firewalls)
• Controller-based or IoT systems
• Experience with Salesforce, NICE CX, or similar support platforms
• Remote diagnostic and secure access tool experience
• Hotel engineering or property-level support background

Technical Support (Primary)

• Provide inbound technical support for INNCOM and Onity products via phone and email
• Diagnose and resolve issues related to:
• INNCOM room controls (thermostats, lighting, drapes, relays, gateways)
• INNcontrol 3 and INNcontrol 5 (on-prem and cloud)
• Onity electronic locks, encoders, gateways, and access control systems
• Network, connectivity, and integration-related issues
• Perform remote troubleshooting using approved Honeywell secure access tools
• Guide customers through configuration, recovery steps, and best practices
• Support both real-time outages and scheduled technical requests

Case Management & Documentation

• Create and manage cases in Salesforce (SFDC)
• Document troubleshooting steps, root cause, and resolution accurately
• Follow standardized workflows for:
• Escalation to Tier 2 / Tier 3
• Field Service dispatch requests
• RMAs and replacement requests
• Maintain clear communication with customers throughout the case lifecycle

Customer Experience & Communication

• Deliver a professional, calm, and customer-focused experience in a hotel-critical environment
• Communicate effectively with:
• Hotel engineering and IT teams
• Brand and ownership groups
• Internal Sales, Field Service, and Training teams
• Set appropriate expectations for resolution timelines and next steps

Team Collaboration & Continuous Improvement

• Work cross-functionally across Hospitality Support teams (INNCOM & Onity)
• Identify recurring issues and escalate trends to leadership
• Participate in ongoing training, cross-product enablement, and knowledge sharing
• Support unified Honeywell Hospitality workflows and support models