Technical Customer Support Specialist

4 weeks ago

Singapore Singapore SG Johnson Controls International Full time

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 customer’s 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 customer’s 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

  • Entry level candidate are welcome to apply

What we offer:

  • Competitive salary

  • Paid vacation/holidays/sick time

  • Comprehensive benefits package

  • On the job/cross training opportunities

  • Encouraging and collaborative team environment

  • Dedication to safety through our Zero Harm policy

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