Technical Customer Support Specialist
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Job Summary
Who we are
Build your best future with the Johnson Controls team.
As a global leader in smart healthy and sustainable buildings our mission is to reimagine the performance of buildings to serve people places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical financial and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard your next great opportunity is just a few clicks away!
What you will do:
Works independently with minimal direction. Collaborates to develop approach to solving problems. Acts as part of a team responsible for ensuring customers are rapidly on boarded trained and successfully deriving value from the Connected Offerings products and services. This individual will take proactive action to ensure satisfied customers that result in a high level of account retention user penetration and increased revenue through consultation on additional products and services. This role is a demanding role that requires exceptional analytical customer relationship account management inside sales consulting and HVAC technology skills. This role requires a high degree of professionalism and will interact with multiple internal departments as well as multiple levels within the customers organization including Managers Directors and Vice Presidents.
How you will do it:
Acts a subject matter expert of Connected Offering products features and functionalities; regularly updates knowledge and functional understanding of the platforms and applications.
Conducts web and teleconferences to train new and existing users in customer facing products or tools.
Interfaces with internal and external customers operation teams and account/branch resources throughout the customers subscription.
Provides ongoing consultative support and detailed instructions to users through telephone e-mail and communication medium.
Provides and facilitates expert knowledge to the customer on Johnson Controls product and service capabilities.
Independently takes action and responds timely to adoption utilization customer satisfaction.
Remains persistent with the customers to ensure they are maximizing product features realizing value and increasing their ROI from their Connected Offerings applications
Prioritizes and focuses efforts with customers providing on-going training and consultation to maximize customer satisfaction identify growth potential and achieve timely renewals
Collaborates with the support team to triage and support complex customer issues.
Logs all customer contacts accurately in system tracker to maintain an accurate history for each customer interaction; assumes ownership of cases and tracks to final resolution.
Studies and masters assigned additional coursework and areas of knowledge as assigned by the Customer Support management team to further enrich expertise and delivery of Customer Success Center services.
Adheres to department processes and quality standards as documented
Assists in identifying and recovering at-risk customers and accounts.
Works closely with the support team to identify and share knowledge to the greater team on critical technical challenges being discovered analyzed and resolved from the field as the result of site installations.
Delivers additional value add services to customers and ensures adherence to defined exhibits SLAs and SOWs.
As assigned may support sales efforts with customers by participating in advanced or complex sales presentations discussions or demonstrations.
Handles complex customer service issues that that may require in-depth diagnosis and resolution; works collaboratively with multiple stakeholders to help articulate and resolve customer inquiries. Document all findings and resolution within Salesforce.
What we look for:
Associates Degree in Mechanical Engineering with min. 1 year experience in any of the following: HVAC systems or controls service industry
1-2 years previous Engineering Support Technical Support Technical Sales Consulting Technical Customer Service.
Experience meeting customer satisfaction results customer objectives and goals.
Strong team player positive attitude works well with groups offers and receives constructive feedback.
Strong business communication and organization skills including ability to read analyze and interpret client support requests and write business correspondence.
Ability to work independently and self-motivate.
Strong multitasking skills.
Public speaking skills and ability to lead and organize user group sessions or round table environments including ability to effectively present information and respond to questions from groups of clients.
Strong analytical skills and ability to creatively tackle problems and improve processes.
Knowledge and proficiency in Word PowerPoint Excel
Excellent verbal and written skill in the language native to the region being supported
Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age protected veteran status status as a qualified individual with a disability or any other characteristic protected by law. For more information please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process please visit:
Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin age protected veteran status genetic information sexual orientation gender identity status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process please visit here.
Required Experience:
Unclear Seniority
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
At Johnson Controls (NYSE:JCI) we transform the environments where people live, work, learn and play. As the global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. With a history of mo ... View more
