Technical Support Specialist II

1 week ago

Singapore Johnson Controls Full time
As a Technical Support Specialist, you will be responsible for providing technical and application support to customers via phone and email. You will need to understand the reported issues and ensure accurate resolutions are provided, backed with complete documentation. Developing skills in analytical thinking and holistic problem-solving to troubleshoot technical issues will be a key part of your role.You will contribute to developing SOPs, new procedures, and updates as needed, working closely with Level 2 Engineers to communicate and recreate customer issues in the lab. Adherence to specific day-to-day work instructions, such as case management in Salesforce, reporting, meeting SLAs, and achieving FCR targets specified by the in-line Manager, will be essential.To be successful in this role, you should have 4-9 years of technical experience in troubleshooting Building Management Systems (BMS), Energy Management Systems (EMS), Chillers, Chilled water systems, Air Handling Units (AHU), Roof Top Units (RTU), Variable Air Volume (VAV), and Fan Coil Units (FCU). Knowledge of communication protocols like BACnet and MODBUS is an added advantage, along with familiarity with Hot Water systems and Boilers basics. Understanding wiring diagrams is a must-have skill for this position.Information Security Responsibilities:- Adhere to JCI policies, guidelines, and procedures for protecting information assets.- Follow JCI product security standards for secured software development.- Ensure software and licenses are used in compliance with licensing agreements.- Report information security incidents, alerts, and suspected vulnerabilities promptly.- Implement safeguards to protect the confidentiality, integrity, and availability of information assets.Qualifications:- B.E / B.Tech / M.Tech in Mechanical EngineeringKnowledge, Skills, And Abilities Required:- Good knowledge of HVAC equipment like chiller, RTU, FCU, AHU, etc.- Understanding of electrical systems and ability to interpret wiring diagrams.- Strong verbal and written communication skills.- Basic proficiency in Microsoft Office Excel and Outlook.- Customer service skills, escalation management, and problem-solving abilities.- Ability to work independently or in a team environment.- Willingness to work in shifts covering all time zones in the US primarily from 6.30 pm to 3.30 am IST.- Experience with Salesforce CRM will be beneficial for this role.,

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