Technical Service Coordinator

Sensormatic Solutions is a global leader in smart solutions for the retail sector. It helps brands and retailers make more accurate decisions using advanced technology and real-time data on inventory customer behavior and store operations.

With a strong focus on innovation security and efficiency Sensormatic drives more seamless secure and personalized shopping experiences accompanying merchants in their digital transformation on a global scale.

What will be your role

The Technical Service Coordinatoracts as the first point of contact for Sensormatic retail customers regarding service and technical support requests. The role involves receiving and managing service inquiries via phone and email assessing technical issues and determining whether they can be resolved remotely or require dispatching a field technician.

The position requires a solid understanding of endtoend service workflows including case creation troubleshooting escalation technician dispatch and resolution documentation. The Dispatcher ensures effective communication with customers and internal teams compliance with SLAs and a consistently high level of customer satisfaction.

What will your responsibilities be

• Respond to customer inquiries complaints and requests.
• Provide accurate information about products services or policies.
• Troubleshoot issues and provide solutions.
• Escalate complex problems to supervisors or specialized departments.
• Follow up with customers to ensure resolution and satisfaction.
• Log all customer interactions in the CRM or ticketing systems.
• Maintain detailed records of conversations and actions taken.
• Update customer profiles and account information as needed.
• Adhere to company policies procedures and scripts.
• Follow legal and regulatory guidelines (e.g. data protection).
• Communicate effectively with team members and supervisors.
• Share feedback and insights to improve processes.

What profile do we need

Relevant academic background for the role.

Expertise in supporting a top-tier customer base.

Knowledge of Support processes workflow and terminology.

Must possess excellent communication skills.

Must be flexible dependable and able to multi-task with priority.

Ability to interact with customers in a professional manner under sometimes stressful situations.

Must possess a strong understanding and use of Microsoft Office products

Experience with a CRM tool such as ServiceNow ServiceChannel Salesforce a plus

What do we offer

Johnson Control offers an interesting remuneration package according to your qualifications and experience. You will be able to enjoy an attractive package of social benefits such as life and accident insurance and the possibility of opting for Flexible Remuneration.

In addition to our salary policy job stability continuous training the possibility of professional development and an excellent working environment are part of our employee benefits package.

By working with us you will be part of a global company which embraces diversity rewards a job well done and inspires people to achieve their an environment that is constantly evolving we will lay the foundations for you to develop a career path that is as unique as you are. As a member of our team you will have the opportunity to make a difference. The world is waiting for you and so are we.

Who are we

At Johnson Controls we transform the environments where people live work learn and play. From optimizing building performance to improving safety and comfort we drive the outcomes that matter most. Dedicated to protecting the environment we deliver on our promise in industries such as healthcare education data centers and manufacturing. With a global team of 105000 experts in more than 150 countries and more than 130 years of innovation we are committed to our customers mission.

Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry including Tyco York Sensormatic Solutions Metasys Ruskin Titus Frick Penn Sabroe Simplex Ansul and Grinnell.

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This announcement is written with impartiality and non-discrimination based on gender race ideology or any other reason in mind. Specifically it takes into account respect for the laws in force on gender equality between women and men (Law 3/2007). The company is committed to equal opportunities in accordance with its policies and standards of conduct.

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