JOB NUMBER:

WD30232882
Job Description
Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

ABOUT THE ROLE:

Can be based in Sydney, Melbourne, or Brisbane
This position will provide technical engineering support for BMS Global Products channel partners and our ABCS channel
To be able to understand and fault find the product technical issue and to be able to resolve, or if required escalate the issue for additional support
Ensure the customers are communicated with regularly with progress of support issue and resolve
To identify should the issue be product manufacture related and if within warranty period. Or that issue has been created by incorrect installation or firmware developed by the customer.
To take on training as and when required for customers

RESPONSIBILITIES:

First Line Support & Communications: Be the first point of contact for client technical inquiries via email or voicemail, responding promptly, issuing RMA number for tracking and escalating if required.
Second Line Support: Investigate technical issues, consult with RnD team, and provide solutions.
Site visits: Should the need arise, attend customer sites to assist channel partners in identifying issues, product related.
Technical Testing & Knowledge Building: Test equipment, grow your expertise and contribute to our knowledge base with helpful articles.
Customer Engagement: Collaborate with sales to introduce new products and solutions, building trust and long-term client relationships.
Customer Training: Collaborate with sales to introduce new products and solutions, building trust and long-term client relationships.
Product Technical Updates: Ensure customers are informed of new firmware updates
RMA Q&A: Manage and co-ordinate any RMA issues, first point of issue identification, if product and cannot be resolved, process product warranty returns.