Fire Detection Technical Product Support Specialist (Remote)

Westford, MA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

What you will do

We are seeking a Technical Support Specialist to provide exceptional customer service and technical assistance to our North American clients. This role is responsible for troubleshooting resolving technical issues and ensuring customer satisfaction through timely and effective support. The Johnson controls global products fire detection systems portfolio includes Simplex Autocall and also various types of systems such as addressable conventional fire detection and associated products.

You will be in direct contact with system partners commissioning field technicians. As a member of the technical support you will collaborate closely with other departments including sales customer service inside sales marketing training and R&D.

Remote or On-site within North America

How you will do it

As technical support specialist you will provide product support to customers and sales teams. You will support the full product range from JCI Global fire detection products using Company produced software tools to provide solution on site or to assist customer requirement.

Respond to customer inquiries via phone email and chat in a professional manner.

Diagnose and resolve hardware software and network-related issues.

Escalate complex problems to higher-level support or engineering teams when necessary.

Document issues solutions and customer interactions in the support system (Salesforce).

Provide guidance on product usage updates and best practices.

Collaborate with cross-functional teams to improve support processes and customer experience.

Create and maintain the Articles in Salesforce.

Site visits to new or existing installations when required.

Participate in training sessions to stay current with product updates and industry trends.

Product specific training will be provided to support constant personal professional development. You will communicate with field technicians and colleagues from within JCI global products and our associated dealers.

What we look for

Required

Associate or Bachelors degree in electrical/electronics or relevant experience in the Fire Detection industry.

Minimum 5 years of technical support or helpdesk experience in the Fire Detection industry..

Strong knowledge of operating systems (Windows macOS Linux) and networking fundamentals.

Familiarity with ticketing systems (e.g. Salesforce Jira).

Excellent communication and problem-solving skills.

Ability to work independently and manage multiple priorities.

Bilingual (English French or Spanish) is a plus.

Desired Skills

Experience with cloud platforms (Azure AWS Google Cloud).

Knowledge of cybersecurity basics and data protection practices.

Customer-first mindset with patience and empathy.

Ability to explain technical concepts to non-technical users.

Well-versed in MS Office Salesforce in company own or 3rd party diagnostics tools

Willingness to travel

HIRING SALARY RANGE: $(Salary to be determined by the education experience knowledge skills and abilities of the applicant internal equity location and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range we encourage you to apply. To support an efficient and fair hiring process we may use technology assisted tools including artificial intelligence (AI) to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details please visit the About Us tab on the Johnson Controls Careers site at 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:

What you will doWe are seeking a Technical Support Specialist to provide exceptional customer service and technical assistance to our North American clients. This role is responsible for troubleshooting resolving technical issues and ensuring customer satisfaction through timely and effective suppor...