Job Details

What You Will Do:

Primary responsibility for managing and delivering building controls central support services to the Building Solutions North America HVAC Controls field organization. Provides leadership, management and day-to-day direction to the Connected BAS centralized support team. Responsible for the team's skills and career development. Works collaboratively to jointly create and maintain a positive, dynamic and exciting work environment to achieve team and employee engagement goals. Leverages extensive product and operations knowledge to identify and implement continuous improvement opportunities. Responsible for working with product management and engineering to continually improve product quality, installation, serviceability, and reduce support incidents of HVAC Controls and OpenBlue digital products and applications. Develops subject matter experts and leverages expertise through the delivery of training modules, social media interactions, product feedback, knowledgebase articles and technical support.

How You Will Do It:

INTERNAL RELATIONSHIPS: The Connected BAS Central Support Team manager works on a day-to-day basis with:

• Branch Service Managers, Truck-Based Service Managers, and TTLs to address issues and concerns escalated
• Field Support Managers and Operations Field Support Engineers to coordinate resolution of escalated technical issues, and improve field technical performance capabilities; both product and process related.
• Headquarters' departments including Product Program Management and Engineering, Learning and Development, Sustaining Engineering, IT and Quality to continually improve products, processes and services.
• FSC leadership to collaborate on technical support services.
• The Connected BAS Central Support Team manager receives guidance, support, and general direction from the Dir Service Operations - Truck Based Operations.

PRINCIPAL DUTIES:

• Manages the Connected BAS Central Support Team to established business objectives for technical support.
• Through coaching, evaluations and performance reviews, ensures remote support engineers are performing at high levels and are constantly developing subject matter expertise to meet changing business demands.
• Works with FSC to continuously improve the content and quality of the FSC solutions knowledge database.
• Leads individuals and/or cross functional teams in resolving escalated field and customer issues.
• Provides data and analytics for business partners to identify and implement continuous improvement opportunities with people, products and process.
• Coordinates and manages Beta testing and deployment of digital service product software.
• Acts as a liaison between digital and BAS product development and our field/customers for Metasys/Digital service products and technologies by:
  - coordinating testing of new/ updated service products and technologies;
  - providing Alpha and Beta technical support for service products/technologies
  - reviewing related literature, training materials, and product collateral
  - providing customer and field product feature and function feedback.
• Identifies department-wide improvement opportunities and implements strategic initiatives that increase the efficiency and quality of technical support services.
• Leads and ensures the remote support teams are prepared to provide technical support on new products and applications.
• Promotes and manages technical knowledge harvesting and sharing within the organization.
• Coordinates activities with other business units directly affected and/or involved with centralized BAS service support.
• Manages team staffing, including identifying the need for new positions within the team, build the business case, obtain authorization from upper management, write job descriptions, review resumes and conduct interviews for ultimate hire.
• Assists in the development and monitoring of the departmental budget.
• Establishes effective partnerships and processes with other business units and departments to continually improve customer support outcomes.

What We Look For:

Bachelors Degree in Engineering, Computer Science, or related field.

Minimum 10 years of relevant industry experience.

Minimum of 8 years of management/leadership experience of service personnel and/or support staff.

Extensive knowledge and experience field service and field service support system and technologies.

Able to inspire others to new levels of performance and high level employee engagement.

Excellent interpersonal and communication skills, able to work with employees at all levels of the organization.

High business acumen, ability to establish and accomplish team goals linked to upper management business objectives.

Demonstrated leadership abilities and achievement oriented.

Exceptional knowledge transfer skills.

Broad knowledge of building systems and control products.

Extensive knowledge of business processes used to plan, deliver, and support the organization's products and services

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.