Sr. Manager Controls Technical Support

Global Controls Tech Support Manager

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...

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, status as a qualified individual with a disability, or any other characteristic protected by law.