Global Technical Support Specialist
10 hours ago
We are seeking a highly skilled Global Technical Support Specialist to join our team at Johnson Controls.
As a Global Technical Support Specialist, you will play a critical role in providing technical support to customers worldwide. Your expertise in troubleshooting Building Management Systems (BMS) and Energy Management Systems (EMS) will be invaluable in resolving complex issues related to chillers, chilled water systems, air handling units, roof top units, variable air volume systems, and fan coil units.
You will also be responsible for understanding communication protocols such as BACnet and MODBUS, which will enable you to provide seamless support to customers with diverse system configurations.
In this role, you will work closely with Level 2 Engineers/team to recreate customer issues, troubleshoot complex problems, and provide customers with an all-in-one support experience. You will also contribute to the development of Standard Operating Procedures (SOPs), new procedures, and updates as needed.
About the Job DescriptionThis is a challenging opportunity for a motivated individual who is passionate about delivering exceptional customer service and technical support. As a Global Technical Support Specialist, you will have the opportunity to:
- Provide technical support via phone and email to customers worldwide;
- Troubleshoot complex technical issues related to BMS and EMS;
- Develop skills in analytical thinking and holistic problem-solving;
- Contribute to SOPs, new procedures, and updates;
- Work closely with Level 2 Engineers/team to communicate and recreate customer issues;
- Provide customers with an all-in-one support experience.
To succeed in this role, you should possess excellent verbal and written communication skills, including proficiency in Microsoft Office Excel and Outlook. Additionally, you should have strong customer service know-how, escalation management skills, good interpersonal and problem-solving skills, and the ability to work independently or as part of a team environment.
About the Required Skills and QualificationsTo be considered for this role, you must have the following qualifications:
- Bachelor's degree in Mechanical Engineering or a related field;
- At least 6-7 years of experience in troubleshooting BMS and EMS;
- Knowledge of HVAC equipment, electrical systems, and wiring diagrams;
- Proficiency in Microsoft Office Excel and Outlook;
- Strong customer service know-how and escalation management skills.
We offer a competitive salary of $90,000 per annum, based on your experience and qualifications. This role offers a unique opportunity to develop your skills, expand your knowledge, and advance your career in the field of technical support and customer service.
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