Field Tech Support Engineer IV

Who we are?

About Johnson Controls

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Visit johnsoncontrols.com for more information and follow @Johnsoncontrols on social platforms.

Why JCI: https://www.youtube.com/watch?v=nrbigjbpxkg

Asia-Pacific LinkedIn: https://www.linkedin.com/showcase/johnson-controls-asia-pacific/posts/?feedView=all

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What you will do?

Under minimal supervision provides technical support to the Field Sales & Service organization for Data Center Accounts in a consistent manner across all product offerings.

How you will do it?

• Provide day-to-day technical support for key Data Center Accounts to Field Sales & Service organization on a global basis via site visit, phone, fax, or email.
• Accountable to create and maintain technical service bulletins, service letters, and updates to the Solutions Database that meets and or exceeds internal and external customer expectations.
• Processes warranty claims in a timely and consistent manner to facilitate data mining by, product, failed component, defect, and responsibility.
• Drive product reliability through the Continuous Improvement Process for both existing products and new products being introduced. Product Technical Support Specialist provides technical support and interacts with quality management and engineering to improve overall life cycle cost. The specialist should be able to create test plans to prove out new and or existing product equipment offerings.
• Maintains effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusts effectively to change by exploring the benefits, tries new approaches, and collaborates with others to make the change successful.
• Creates novel solutions with measurable value for existing and potential customers (internal or external); experiments with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions; promotes the involvement co-workers in solving problems that directly impact what people do; leveraging technology to effectively address problems and capitalize on opportunities.
• Places a high priority on the internal or external customer’s perspective when making decisions and acting; implementing service practices that meet the customers’ and own organization’s needs.
• Ensures others contribute to organization strategies and driving operational discipline, role clarity and performance transparency by focusing them on the most critical priorities, measures progress, and ensures accountability against those metrics to allow us to act like One Team; sets, documents, and communicates clear work standards to improve performance – “the fundamentals”; making our results widely available and easily accessible.
• Identifies and understands problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; chooses the best course of action by establishing clear decision criteria, generates and evaluates alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
• Post issue rectification , Engage with the field team and support them with the technical inputs to prepare a 8D report. This is necessary to bring in the confidence with the customer that their equipment issue is been resolved in an organized way

What we look for?

• Up to 15% must be able to travel both domestic and internationally.
• Bachelor’s degree in Engineering or a related Technical/Scientific field required.
• Overall 7+ years of experience with minimum of four 4 years’ experience of technical experience with a knowledge of HVAC&R products.
• Must be able to analyze and solve complex product system problems.
• Proficiency in Microsoft Suite Applications (Word, Excel, Access, and PowerPoint) as well as Internet software and E-mail is required.
• Must be proficient in troubleshooting the refrigeration cycle as applied to air-conditioning duty on Applied Equipment.

What we offer

We offer an exciting and challenging position. Joining us you will become part of a leading global multi-industrial corporation defined by its stimulating work environment and job satisfaction. In addition, we offer outstanding career development opportunities which will stretch your abilities and channel your talents

Diversity & Inclusion Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate.  Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands.