Tier II Product Technical Support Engineer (remote)

About the role

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 information, visit johnsoncontrols.com.

Responsibilities

• Provide day-to-day technical support for chiller products to Field Sales & Service organization on a global basis via call tree, email, site visits with a primary focus on the Americas.
• Create and maintain technical service bulletins, service letters, and updates to the Solutions Database that meets and or exceeds internal and external customer expectations.
• Supports regional territories for escalated chiller technical support cases, 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.
• Support key customer accounts as a technical resource to the branches.
• Participate in the quest to educate other JCI associates in technical discussions on why a failure mode exists and the impact to the equipment and customer.
• Proficient in troubleshooting the refrigeration cycle as applied to air-conditioning duty on BE equipment.
• Manage Technical Escalations from Tier I.
• Develop and maintain "a customer for life" by providing technical support to on-site audits of BE plants, suppliers, and customer sites.

Requirements

• Must be able to travel up to 20%.
• Bachelor’s degree in engineering or a related Technical/Scientific field required and a minimum of 10 years of technical experience with a knowledge of HVAC&R products.
• 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.
• Proficient in troubleshooting the refrigeration cycle as applied to air-conditioning duty on Chiller products, specifically water-cooled chillers.

Qualifications

• Must be able to travel up to 20%.
• Bachelor’s degree in engineering or a related Technical/Scientific field required and a minimum of 10 years of technical experience with a knowledge of HVAC&R products.
• 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.
• Proficient in troubleshooting the refrigeration cycle as applied to air-conditioning duty on Chiller products, specifically water-cooled chillers.

Skills

• Technical support and troubleshooting skills.
• Knowledge of HVAC&R products.
• Ability to work independently and manage multiple tasks.
• Strong communication and interpersonal skills.

Benefits

This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site.

Pay

Hiring Salary Range: $100,000 - $134,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.)

Schedule

The role can be remote for anyone based in the US.