Technical Customer Support Specialist

**Job Details**

**Who we are**

Johnson Controls is the global leader for smart, healthy and sustainable buildings.

At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. We’re helping to create a healthy planet with solutions that decrease energy use, reduce waste and make carbon neutrality a reality.

Sustainability is a top priority for our company.

We committed to invest 75 percent of new product development R&D in climate-related innovation to develop sustainable products and services. We take sustainability seriously. Achieving net zero carbon emissions before 2040 is just one of our commitments to making the world a better place.

Please visit and follow Johnson Controls linkedin for recent exciting activities.

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**Responsibilities**:
Works independently with mínimal 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.

**What you will do**:

- 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 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.
- 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**:

- 1-2 years previous Engineering Support, Technical Support, Technical Sales, Consulting, Technical Customer Service.
- Associates Degree in related technical disciplines or equivalent and/or min. 2 years experience in any of the following**:HVAC systems or controls service industry**
- Experience meeting customer satisfaction results, customer objectives and goals.
- Strong team player, positive attitude, works well with groups, offers and receives constructive feedback.
- Str