Sr Product Technical Support Regional Engineer

About the position As a Senior Product Technical Support Regional Engineer at Johnson Controls, you will play a crucial role in providing day-to-day technical support for Global Products to the Field Sales & Service organization on a global basis, with a primary focus on the Americas. This position is designed for individuals who are passionate about technical support and have a strong background in HVAC&R products. You will be responsible for creating and maintaining technical service bulletins, service letters, and updates to the Solutions Database, ensuring that they meet or exceed both internal and external customer expectations. Your expertise will be essential in delivering timely and high-quality product service literature and technical support case notes. In this role, you will support regional territories for escalated chiller technical support cases and warranty claims, ensuring that these are handled in a timely and consistent manner. You will also drive product reliability through the Continuous Improvement Process for both existing and new products being introduced. Regular interaction with service branch leadership will be a key part of your responsibilities, as you will provide technical support and drive improvements at the branch level while supporting key customer accounts as a technical resource. Your participation in educating other Johnson Controls associates in technical discussions will be vital, as you will explain failure modes and their impacts on equipment and customers. Proficiency in troubleshooting the refrigeration cycle as applied to air-conditioning duty on Global Products chiller equipment is essential, along with the ability to plan for global support. You will also be involved in the Product Development Process, assisting in defining and coordinating specifications for chiller systems. Adhering to the Company's Code of Conduct and Business Ethics Standards is a must, as is the commitment to developing and maintaining a "customer for life" philosophy. Additionally, you may be required to provide technical support during on-site audits of GP plants, suppliers, and customer sites, and represent the organization in planning programs to enhance the ability to maintain and grow the equipment business.

Responsibilities

• Provide day-to-day technical support for Global Products to Field Sales & Service organization.

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• Create and maintain technical service bulletins, service letters, and updates to the Solutions Database.

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• Deliver timely and high-quality product service literature and technical support case notes.

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• Support regional territories for escalated chiller technical support cases and warranty claims.

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• Drive product reliability through the Continuous Improvement Process for existing and new products.

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• Interact regularly with service branch leadership to drive improvements at the branch level.

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• Educate other JCI associates in technical discussions regarding failure modes and their impacts.

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• Troubleshoot the refrigeration cycle as applied to air-conditioning duty on Global Products chiller equipment.

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• Participate in the Product Development Process and assist in defining specifications for chiller systems.

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• Provide technical support to on-site audits of GP plants, suppliers, and customer sites if required.

Requirements

• Bachelor's degree in engineering or a related Technical/Scientific field required.

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• 8 years of technical experience with knowledge of HVAC&R products OR 10 - 14 years of technical experience with knowledge of HVAC&R products.

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• Ability to analyze and solve complex product system problems.

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• Proficiency in Microsoft Suite Applications (Word, Excel, Access, and PowerPoint), Internet software, Salesforce, and E-mail.

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• Ability to travel domestically up to 30% and occasionally internationally.

Nice-to-haves

Benefits

• Competitive salary

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• Paid vacation/holidays/sick time - 15 days of vacation first year

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• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one!

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• Encouraging and collaborative team environment

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• Dedication to safety through our Zero Harm policy

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