Job Information
Honeywell Sr Tech Supp Professional in Barueri, Brazil
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.
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
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
#LI-Hybrid
Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.
Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.