Senior Remote Services Engineer, Bentonville, AR

We have an opportunity for a Senior Remote Services Commercial Engineer to join our Honeywell Building Automation team in Bentonville, AR.

This role is part of the Global Remote Buildings Operation Team who operate a 24/7 Engineering Response and Support to Honeywell Connected Sites around the world under a defined Service Level Agreement (SLA) and provide updated validation and analysis of Customer energy profiles and usage. You will be part of office-based teams working on various shifts who are the first point of contact for our contracted customer base. 

It will be your responsibility to ensure our customers gets their issues resolved in the most expedient way possible and in accordance to their SLA agreements. You will achieve this by offering Remote Fixes and Escalations to Field Engineering Teams, and directly interfacing with customers. 

You will follow a Monday through Friday schedule, working on-site in our Bentonville offices full-time and report. to the Senior Field Service Manager.

KEY RESPONSIBILITIES:

Remote Engineering & Operations

• Provide advanced remote technical support for global multi-brand contracted customers
• Act as escalation point for Level 1 engineers and complex technical issues
• Perform diagnostics, fault finding, and corrective actions on BEMS, HVAC, and integrated systems 
• Deliver remote fixes or escalate to Field Engineering where required
• Ensure SLA compliance and customer satisfaction across all interactions

Customer & Stakeholder Management

• Interface directly with customers for issue resolution and technical discussions
• Manage customer requests across varying levels of technical expertise
• Liaise with Service Account Handlers, Field Teams, and third-party providers to ensure full resolution
• Represent remote technical issues at internal forums and contribute to service improvement initiatives

Energy Optimization & Analytics

• Apply BEMS expertise to drive measurable energy savings and system optimization
• Analyze system behaviour, trends, and alarms to improve operational performance
• Validate and produce customer reports aligned to energy and operational KPIs

Commercial Opportunity Ownership

• Identify T&M and SPOT opportunities from connected contracts through:
  • Alarm analytics, system performance issues, and recurring faults
  • Remote diagnostics and engineering insights
  • Gaps in contracted scope or emerging customer needs
• Define and scope technical solutions, including:
  • Corrective works
  • Remote optimization activities
  • Minor enhancements or engineering changes
• Develop and support pricing of T&M and SPOT opportunities, including:
  • Estimating remote and field effort
  • Supporting commercial teams with cost inputs and technical justification
  • Ensuring alignment with standard pricing frameworks and margins
• Convert identified opportunities into executable work orders, working with:
  • Service Account Managers
  • Sales / Commercial stakeholders
• Track and manage execution and closure of T&M/SPOT work:
  • Ensure delivery aligns with defined scope
  • Monitor completion, customer acceptance, and revenue realization
• Drive attach rate and revenue growth from installed base and connected services portfolio
• Support bundling of remote services into renewals and contract expansion activities