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Sr. Manager, Global Controls Technical Support Center, Control Systems
2 weeks ago
Build your best future with the Johnson Controls team
As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join a winning team that enables you to build your best future Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing.
What we offer:
- Competitive salary
- Paid vacation/holidays/sick time
- Comprehensive benefits package including 401K, medical, dental, and vision care
- On-the-job/cross-training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
What you will do:
As the Global Controls Tech Support Manager, you will oversee and manage the technical support team responsible for addressing customer inquiries and resolving technical issues related to our Controls products and systems. You will ensure that the team provides timely and efficient support, develops training materials, and maintains high customer satisfaction levels. You will also collaborate with engineering, product management, and sales teams to provide feedback on product performance and customer needs.
How you will do it:
- Establish an end-to-end governance model across region, product, channel and L1-L3 support tiers.
- Build a cross-regional collaboration model to share expertise and accelerate problem-solving.
- Improve customer intimacy by developing application engineering-like talent where gaps exist.
- Lead the technical support team and ensure that they have the necessary resources and training to succeed.
- Coordinate with internal departments to resolve complex technical issues and enhance customer experience.
- Manage escalations and provide effective solutions to customer problems.
- Analyze support metrics and implement improvements to increase efficiency and effectiveness of the support process.
- Develop and deliver training programs for both team members and customers on product features and best practices.
- Stay updated on the latest industry trends and technologies to ensure the team is knowledgeable and competitive.
What we look for:
- 5+ years of experience in technical support, global team management experience preferred.
- Technical background in Control systems, or similar fields.
- Proficiency with customer relationship management tools and software.
- Strong leadership and communication skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
HIRING SALARY RANGE: $126, ,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site
