Manager – Tech Support
About Johnson Controls
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.
Please visit www.johnsoncontrols.com/tomorrowneedsyou.
Job Summary:
We are seeking a dynamic and experienced individual to lead and support our technical support team. This role involves overseeing daily operations, ensuring high-quality customer support, mentoring team members, and driving process improvements. The ideal candidate will have strong technical expertise, leadership skills, and a passion for delivering excellent customer experiences
What you will do: Duties and responsibilities
Team Management & Leadership:
- Supervise and mentor the technical support team, ensuring optimal performance
- Assist in recruiting, onboarding, and training new team members
- Monitor team productivity, provide feedback, and conduct performance evaluations
- Foster a positive and collaborative team culture that encourages problem-solving and innovation
Technical Support Operations:
- Oversee day-to-day technical support activities, ensuring timely resolution of customer issues
- Act as the escalation point for complex technical issues and ensure resolution within SLA timelines
- Monitor support metrics (e.g., response times, resolution rates, customer satisfaction) and drive continuous improvement
- Collaborate with other departments to resolve technical issues and enhance service delivery
Process Improvement & Reporting:
- Identify and implement process improvements to enhance support efficiency
- Develop and maintain documentation, FAQs, and knowledge base articles
- Analyze support trends, generate reports, and provide recommendations to senior management
Customer Experience & Relationship Management:
- Ensure high levels of customer satisfaction by delivering prompt and effective support
- Implement customer feedback to refine support processes and enhance user experience.
Information Security Responsibilities
- Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets
- Adhere to JCI product security standards and guidelines for secured software product development
- The software, licenses, shall be deployed and used only in accordance with JCI licensing agreements
- Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes
- Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third-party materials without an appropriate license is prohibited
- The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law
- Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets
- All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel
What we are looking for:
Skills and Qualifications Required:
- Overall 14+ Years of experience with 3+ years of experience in technical/customer support, and experience in team management, with a demonstrated track record of success
- Excellent verbal and written communication skills (email writing skills)
- Strong troubleshooting and problem-solving skills
- Proficiency in Microsoft Office Excel and Power point
- Experience with Salesforce is a must
- Strong customer service know-how
- Good interpersonal and problem-solving skills
- Excellent leadership, communication, and conflict-resolution skills
- Ability to work in shifts: all time zones in US
- Ability to manage multiple priorities in a fast-paced environment
