Director Product Technical Support HVACR Europe

at  Johnson Controls

At Johnson Controls in Aarhus, we now have an exciting opportunity for you to join our Technical Support team as a new leader.

WHAT WE OFFER

• Attractive salary package, optional benefits program, and health insurance.
• 10% paid pension.
• Employment in a growth company with a history of over 130 years.
• Opportunity to be part of the green, energy-efficient cooling and heat pump industry.
• In-house production.
• Good canteen and exercise facilities.
• Well-established employee associations and social events.
• Flexible working hours.
• Good opportunities for education and various career paths (including 5,000 e-learning programs).
• Strong maternity/paternity benefits.
  You will also join a professional and global organization that prioritizes your development as a leader. We are looking for a highly competent, empathetic, and experienced leader. There is a valuable internal leadership network at Johnson Controls that is always available for support, and we also expect you to share your leadership knowledge to help yourself and your colleagues become better leaders. If you have the right mindset, “the sky is the limit.” So, if you want to work with the best in the field of refrigeration and heat pumps, then this is the place for you.

WHAT YOU WILL DO

This role will lead a team of product specialists, including office-based personnel as well as technicians who travel to our end customer sites. You will oversee the existing team based in Aarhus and expand your role to support the HVACR business throughout Europe, becoming part of the Global HVACR PTS organization. This will provide more consistent service and support to our global field organization.

In this expanded role, you will help develop the vision and long-range planning for the Technical Support teams to align with the strategies and action plans of HVACR and the global field organization. Your responsibilities will also include:

• Deploying and administering global processes to improve field quality and reliability, managing the warranty process, and providing customer feedback.
• Collaborating with the regional field organization to assess and develop their capabilities.
• Leading other functional organizations in pursuit of product quality and warranty initiatives.
• Driving product reliability through the Continuous Improvement Process for both existing and new products. For existing products, you will provide technical support, corrective action, and quality management. For new products, the team will be a core member of new product development teams and reliability engineering, participating in field trials.
• The overall objective is to provide an outstanding customer experience for some of our most complex products and systems.

You will be responsible for a team of 10-20 employees, characterized by high engagement and competence. The team values an informal climate built on mutual trust, independent responsibility, freedom, and knowledge sharing.

HOW YOU WILL DO IT

• Manage, directly or indirectly, teams of employees regionally dedicated to Technical Support for the HVACR business.
• Leverage and collaborate with the wider global PTS organization to achieve higher customer satisfaction while managing JCI risk.
• Deploy, implement, monitor, and communicate processes, strategies, and standards to Technical Support teams to ensure global integration.
• Administer global warranty policies to ensure a high degree of customer satisfaction while maintaining appropriate fiscal responsibility on behalf of JCI.
• Manage and organize communication cadence with the field organization, transparently communicating KPIs, initiatives, and bringing the voice of the customer into discussions.
• Provide leadership and direction on product quality issues, minimizing customer impact, managing financial liability for JCI, ensuring robust corrective actions, and keeping senior leadership aware of significant issues.
• Participate in and lead presales support for HVACR to ensure JCI is positioned to maximize market opportunities with minimal risk and maximum margin potential.
• Work with regional field teams to evaluate business needs and develop organizations to support current and future HVACR product offerings, including formalized training programs and field deployment of technical experts.
• Promote team engagement in the product development process to provide the voice of the customer and service during development.
• Lead the team in customer technical presentations and training, assisting with customer complaint resolution.
• Plan, organize, staff, and build teams to meet business objectives. Develop employees through personal development plans, goal setting, and timely performance reviews. Develop metrics to ensure proper training and certification of personnel.