Job Description

What you will do
The successful candidate will have the opportunity to join our $250M+ Building Automation Systems (BAS) business and create an advanced customer experience by supporting all products within our BAS product portfolio. This is a great opportunity to attend customer-facing events and be at the forefront of new product releases.

He/she will manage a technical support team responsible for customer call management and technical assistance of indirect channel customers and partners. You will oversee tactical and functional-level execution objectives based on overall business strategy in order to achieve the highest possible customer satisfaction levels.

How you will do it

* Understand capabilities and strengths of the team, and develop leadership roles from within the multiple teams.
* Bring an earlier introduction of new products to the team for their insight and advanced training prior to new offerings being released to the field.
* Develop and implement case management tools within Salesforce across all teams in order to develop a common and repeatable performance dashboard.
* Develop training priorities for the team members, and define work processes, policy, and behavioral expectations with consistent coaching and leadership.
* Foster strong and effective relationships with internal and external customers.
* Be the customer escalation point for the team and understand the escalation support beyond the local teams.
* Attend key customer meetings and produce executive reports to visually show our capabilities and output.
* Identify organizational needs and provide feedback to management.

What we look for
Required

* Bachelors Degree in Business, Engineering or related field of technical study.
* Minimum 5 years HVAC industry experience or within a manufacturing environment.
* Minimum 3+ years in leadership and people management.
* Excellent communication skills, follow through and attention to detail.
* Strong capacity to handle uncertainty, incomplete data sets and the continuous overlap between technical and business offerings.
* Must utilize design and ideation thinking methodology (think outside the box!) with continuous creative approach to problem-solving.
* Understanding of manufacturing operations and supporting business processes, and the ability to effectively communicate across levels in the organization.
* Travel up to 10% of the time (post-COVID).

Preferred

* Experience working with engineering, customer support and field service.
* Strong working knowledge of case management and reporting.
* Salesforce/CRM experience.

Johnson Controls International plc. 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.