Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
Role: Customer Success Leader - India
Location: Bangalore / Mumbai / Gurgaon
What will you do:
Providing HVAC technical support to field service team.
Sustaining business growth and profitability by maximizing value.
Analyzing customer data to improve customer experience.
Holding product demonstrations and training for employees & customers.
How you will do it:
This role is responsible for owning end‑to‑end post‑installation customer experience by combining customer success leadership, advanced technical support, and structured capability development of service engineers for HVAC and Building Management system. The role will:
Act as the highest-level technical escalation owner within India and point of contact for global product and tech support
Drive system adoption, performance, and value realization for customers
Build strong technical competency, first‑time‑fix capability, and consultative mindset within service engineers
Improve customer satisfaction, retention, and service revenue potential
Responsibilities
1. Customer Success Leadership
Own customer success strategy for key and strategic accounts.
Build strong relationships with customer technical and operations leadership.
Drive system performance improvement, reliability, and lifecycle value.
Act as customer advocate within service, sales, and product teams.
Review customer complaints, escalations, and VOC data to improve experience.
Establish and track customer retention and satisfaction goals.
Identify opportunities for service upgrades, digital services, and value‑added solutions.
2. Technical Support & Escalation Management
Provide advanced‑level technical support to field service engineers.
Own complex escalation management (India region and APAC coordination).
Act as bridge with regional / global technical support teams.
Drive root cause analysis (RCA) for repeat issues and systemic failures.
Maintain and govern a centralized technical knowledge repository.
Monitor technical KPIs such as TAT, FTFR, repeat calls, and aging escalations.
3. Service Engineer Technical Capability & Training
Own end‑to‑end technical and non‑technical training strategy for service engineers.
Design annual training calendars aligned to technology roadmap and installed base needs.
Identify skill gaps through data (FTFR, escalations, audits, certification gaps).
Conduct advanced technical, troubleshooting, digital, and customer‑handling trainings.
Support structured onboarding for new engineers.
Drive development of a multi‑level skill matrix and certification framework.
4. Training Content & Knowledge Development
Create and govern training content:
Technical manuals
Troubleshooting guides
Job aids and checklists
Videos and digital learning modules
Partner with Product, Digital, and Global teams to localize content.
Ensure training content translates into field application and outcomes.
Key Accountability Results (KARs)
A. Engineer Technical Capability & Productivity
Improve First‑Time Fix Rate (FTFR) by X% YoY.
Reduce repeat service calls by X%.
Achieve 100% role‑based skill matrix coverage for service engineers.
Increase advanced certification rate among engineers.
Reduce average mean time to resolve (MTTR) complex issues.
Increase field adoption of knowledge tools and troubleshooting guides.
B. Customer Satisfaction & Retention
Improve CSAT / NPS score by X points YoY.
Reduce customer escalations by X%.
Improve closure quality score for complaints and escalations.
Deliver customer technical training and system optimization sessions for top key accounts.
Improve contract renewal and churn metrics through proactive customer success actions.
C. Technical Support Excellence
Maintain defined TAT for technical escalations (L2/L3).
Reduce recurrence of top 10 technical issues through RCA‑based actions.
Establish and maintain a single source of truth technical knowledge base.
Improve collaboration effectiveness with APAC / Global support teams.
D. Training Effectiveness & Adoption
Achieve ≥85% training effectiveness score (assessment + field performance data).
Ensure 100% training coverage for planned programs.
Demonstrate measurable improvement in field KPIs post‑training.
Launch digital / blended learning modules with high adoption.
Requirements and skills
Bachelor’s degree / Diploma in Engineering (Mechanical, Instrumentation, Electronics, Electrical).
10–15+ years’ experience in:
HVAC and / or Integrated Building Management Systems
Technical Support / Field Service / Customer Success
Strong experience in:
Escalation management
Technical troubleshooting
Customer‑facing roles
Training delivery and capability‑building experience preferred.
Exposure to digital services, networking, cybersecurity is an advantage.
Business / management certification is a plus.
Skills Required
- Bachelor's degree / Diploma in Engineering (Mechanical, Instrumentation, Electronics, Electrical)
- 10-15+ years' experience in HVAC and/or Integrated Building Management Systems
- Experience in Technical Support / Field Service / Customer Success
- Strong experience in Escalation Management
- Technical Troubleshooting expertise
- Experience in Customer-facing roles
- Training delivery and capability-building expertise preferred
- Exposure to digital services, networking, cybersecurity
- Business / management certification
Johnson Controls Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Johnson Controls and has not been reviewed or approved by Johnson Controls.
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Retirement Support — Retirement support is positioned as a meaningful part of the package through employer 401(k) matching, repeatedly framed as a strong pillar of the overall rewards mix. The matching contribution is described with specific match levels in multiple places, reinforcing perceived value for long-term saving.
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Leave & Time Off Breadth — Time off is presented as comparatively robust, with multiple paid holiday categories, vacation time, and sick time described as generous or “amazing” in places. Paid time off breadth appears to be a consistent contributor to total rewards attractiveness beyond base pay.
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Flexible Benefits — Benefits are described as broad and customizable, spanning standard medical/dental/vision plus optional add-ons like pet insurance, identity protection, and legal support. Tuition reimbursement is repeatedly highlighted as a high-value option supporting professional development.
Johnson Controls Insights
What We Do
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul® and Grinnell®.
