Director of Technical Support (Ducted Systems) (Wichita, KS)

| Wichita, KS
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Job Details

What you will do:

Johnson Controls is developing the next generation of smart and connected. Through a full range of systems and digital solutions, we make buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable.

The Ducted System Director of Technical Services will provide visionary leadership to shape, guide, and implement the technical agenda for the Commercial and Residential Ducted Systems Businesses. This individual will advance Ducted System's technical service capabilities in support of our customer base. This individual will be responsible for phone and field technical support, customer quality, and NPI technical support. He/she will help shape the organization that will make technical services a differentiator in the industry.

The Manager will recommend the strategic direction of technology within the Commercial and Residential Ducted Systems segment of the organization, with input from direct report, subject matter experts, and based on industry trends and best practices. The Manager is responsible for facilitating the completion, developing the organization structure to support the strategic roadmap and documentation of the Technical Service Strategic Plan, which identifies technology deployments on a 5-year roadmap.

How you will do it:
  • Stays abreast of the evolving technical priorities and industry trends industry positioning the organization for success.
  • Drives innovative business improvements by developing and iterating business processes aligned to the use of technology; sets the environment of continuous improvement to ensure maximum results with technology system.
  • Manages the customer requirements for technology deployments manages requirement validation for software updates system upgrades and expansions.
  • Identifying, developing, and implementing technology deployments with the goal of driving increased efficiency, controls, and standardization across all aspects of the businesses.
  • Executes vision and strategy by influencing systems change in current organization structure.
  • Creates robust knowledge management systems and effective cross organizational sharing of lessons learned, best practices, and technical expertise across the organization.
  • Offers top-of-the-line technical support to Ducted System's Customer base.
  • Leads the team to maximize customer focused technology such as the automatic call distribution system (ACD), and the Service Cloud based case tracking system.
  • Responsible for executing and reporting metrics around customer satisfaction.
  • Drives product reliability through the Continuous Improvement Process for both existing products and new products.
  • Provides support, corrective actions, and quality management for existing products.
  • Acts as a core member of new product development teams and reliability engineering for new products.

What we look for:

  • University degree (BS degree) or equivalent combination of education and experience.
  • Implemented Measurement Systems with Key KPIs to track performance of Technical Services Organization.
  • Demonstrated ability to articulate strategic vision and execute plans to achieve that vision.
  • Experience implementing new technologies supporting technical services e.g. virtual support, instant messaging, training programs.
  • Minimum experience of 10 years in technical services or call center software implementation roles.
  • Ability to travel not to exceed 15% of scheduled time, including international travel.
  • Strong interpersonal skills, decision making ability, effective communication and organizational skills are required.
  • Strong and well-rounded business knowledge should include understanding of engineering, manufacturing, distribution channels, quality, financial, and information technology concepts.

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.
More Information on Johnson Controls
Johnson Controls operates in the Other industry. The company is located in Milwaukee, WI, Lexington, KY, Monroe, MI and Plymouth Charter Township, MI. Johnson Controls was founded in 2022. It has 100000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 175 open jobs at Johnson Controls, click here.
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