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What you will do
Provide Level 2 technical support via phone, email and chat technology on Johnson Controls Direct Digital Controls (DDC) and Building Automation Systems (BAS) problems and applications to Technical Support Level 1, Field Engineers and Technicians. As a Level 2 Technical Support Engineer you will also leverage your subject matter expertise by authoring Knowledge Base articles and providing continuous improvement feedback to Product Managers, Development Engineers, Technical Writers and Training.
How you will do it
Troubleshoot and resolve escalated HVAC and digital controls system problems and applications.
Utilize lab environment to research, replicate, determine root cause and test solutions to field and customer reported problems.
Create and document product application and problem solution articles in a technical support Knowledge Base.
Document case records of customer issues, status progress and problem resolutions utilizing Salesforce CRM.
Manage the action plan of cross functional teams to resolve escalated customer or systemic product issues.
Team with development engineering and 3rd party suppliers to expedite field reported problems to resolution.
Provide technical review of new products and associated literature for accuracy, completeness, and troubleshooting content.
Perform online (TeamViewer) and onsite customer technical support as needed.
Participate in and provide technical support on new product Alpha & Beta test sites.
Coordinate Beta testing and deployment of software patches.
Create short How-To videos on areas of expertise for consumption by field front liners and end customers of JCI controls products.
What we look for
Bachelor’s degree in Electrical, Mechanical or related Engineering field.
Work or academic experience with HVAC Controls, Direct Digital Control (DDC) and Building Automation Systems (BAS).
Proficient in Microsoft Office applications, such as Word, Excel, Visio and Power Point, Teams, etc.
Work experience or knowledge with controls related protocols such as BACnet, TCP\IP, LON, Zigbee, Ethernet/IP and MS/TP.
Strong communication skills to present and explain complex technical issues to a diverse audience.
Excellent diagnostic and troubleshooting skills, problem solving, and an ability to learn quickly.
Working experience with controls related protocol analyzers and diagnostic software. Examples include, but not limited to Wireshark, Ubiqua, BAS-o-matic, BACtrace and Pilot Fish.
Customer focused, exhibiting a strong desire to resolve issues to the customer’s satisfaction in a timely manner.
Ability to prioritize and manage multiple tasks in a fast paced support environment while serving a diverse group of internal and external customers.
Experienced in control loop algorithms including loop tuning, logic interaction, and diagnostic analysis.
Professional Engineer, ASHRAE or related HVAC certifications.
Experience with Salesforce Service Cloud.
Working knowledge and experience with JCI Metasys or other industry related building automation systems.
Technical support experience with building or process (PLC) controls.
Experience with WiFi Spectrum Analyzers or related WiFi diagnostic tools.
Working knowledge of IEEE 802.15.4 standard (Low-Rate Wireless Personal Area Networks).
Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.