Job Details

What you will do:

This position is responsible for the support team that provides detailed technical support for Ducted Systems (DS) independent distributors and factory branches as assigned, specifically on residential products, equipment, applications, and customer satisfaction criteria. Additionally, this leader sets the direction, goals, and plans of the technical support group as well as directs and coordinates day-to-day activities of department. Direct investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products. This role is a team leadership position, and this person is involved with the distributor support for service, training, and warranty personnel that provide related support. The person in this role has a full understanding of our products, the distribution channel partnership, and our business goals and strategies.

How you will do it:

• Support Ducted Systems Distribution by managing contact center personnel supporting residential equipment.
• Provide process training and guidance for Tech Support personnel.
• Co-ordinate development of distributor applications, technical services, technical training and Dealer support processes.
• Coordinate assignments of Service Letter development.
• Conduct necessary coordination with relative DS departments, i.e. Warranty, Sales, Engineering, Quality and Manufacturing.
• Provide critical call center technical support as directed by Director, Residential Technical Services.
• Customer Satisfaction activities related to Distribution partners, Contractors, and Consumers, utilizing customer knowledge, market conditions, product knowledge and other factors to support DS business goals.
• Responsible for coordination of damage and injury investigation as well as critical problem solving support to the job sites.
• Involvement and participation in activities such as Service Advisory council, Technical Service conferences, distributor/dealer meetings, and more are required.
• Lead the call center support personnel , provide level 3 situational awareness, and technical support to drive business relationships with our customers. Use Salesforce Service Cloud, SAAS warranty system, SAP, and other business tools to provide data and feedback for that technical support.
• Manage factory call center links via 877-UPG-SERV and Service Cloud case system.
• Will receive specific process, procedure and product training through technical services and DS Academy team to maintain continuity of delivered support to distribution.
• Participate in DS New Product Introduction processes (PDP/D3) as input for "Voice of the Customer" related to application, installation, commissioning, field problem resolution, etc.

What we look for:

Required

• Technical Degree required or equivalent education and experience.
• Requires a minimum of 6 years' experience in HVAC field service, engineering and related roles.
• Knowledge areas include but are not limited toHVAC equipment selection and application, installation requirements, service and troubleshooting processes, etc.
• Strong interpersonal skills (such as effective and professional communication skills) and decision making ability required. Problem resolution skills, customer relationship management, meeting facilitation and management are all required for this role.
• Must be self-directed and be able to operate under general supervision.
• Proficiency in a Windows operating environment, including e-mail and Microsoft Office software. Knowledge and experience with Salesforce systems preferred.
• Ability to travel 10% (typically 2-3 days at a time).
• Must have strong time management with excellent scheduling skills to optimize effectiveness and productivity for the contact center team.

Preferred

• Bachelor's degree
• Ten (10) years of HVAC experience in the field service, sales, engineering and related roles.
• Contact Center Team leadership experience preferred.

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.