Field Support Center (Fsc) Technical Support Engineer Virtual Role

Johnson Controls, Inc. Milwaukee , WI 53201

Posted 2 weeks ago

What you will do

Under limited supervision, provides technical support to JCI service providers and authorized distributors/representatives with solutions to diverse technical problems and applications relating to building automation and control systems, networking, databases, PC/server configuration, and other related required technologies. Support is provided primarily via phone analysis and remote interrogation. Some onsite analysis may be required.

How you will do it

  • Analyzes and troubleshoots application, communications, network, and control system problems and effectively communicates solutions to JCI employed service providers and authorized distributors/representatives.

  • May require extended call support or travel to the project site due to proximity to the field site.

  • Work directly with product teams and/or with FSC L2 teams with regards to new product development or existing product maintenance and provide subject matter expertise to the Level 1 team on these products.

  • Troubleshoot third-party control system integrations issues.

  • Provide technical, application, and process instruction when callers have limited training or experience. Escalate field training needs to branch management when the lack of field knowledge to perform field tasks trends are identified

  • Provide mentoring to Technical Support Team members as needed on products, tools, and technology.

  • Configures and maintains lab configuration with all products necessary to replicate on-site situations for the objective to simulate conditions in the field. Labs to include, but not limited to, virtualized PC configurations for all supported platforms, private networks, wireless networks, all current and legacy JCI controller products, and all required power systems and wiring.

  • Documents all symptoms, root causes, and identified solutions into a comprehensive Call Tracking Database and, when appropriate, into a centralized knowledge database.

  • Assist in pre-production collateral review including documentation, tools, and training materials on all automation and control products.

  • Assist in pre-production testing of all JCI automation and control products.

  • Provides support to Branch offices participating in beta product deployment for all automation and control products.

  • When required, attend meetings and conference calls with customers, JCI service providers, regional field support managers, and any required technology experts in order to resolve complex system-level issues.

  • Maintain and continuously improve skills on all technologies required to support JCI automation and controls products including JCI current and legacy hardware, IT support techniques and tools as well as JCI developed technology, hardware, and diagnostic tools.

  • Maintain and continuously improve skills on all JCI automation and controls products as they evolve.

What we look for

Required

  • Bachelor's degree in electrical or mechanical engineering and a minimum of 7 years of field technical experience or an associate's technical degree with a minimum of 12 years of field technical experience.

  • Minimum of 12 years with JCI in a technical or engineering position.

  • Strong understanding of networking principals, products, and technologies.

  • Extensive PC software and hardware skills.

  • Strong knowledge of HVAC systems and applications.

  • Strong understanding of Building Automation Systems design and maintenance.

  • Understanding of ASHRE standard protocols used in HVAC and automation products.

  • Strong understanding of AC and DC circuits.

  • Strong communication skills as they apply to convey very technical information to callers at all levels of technical competency.

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. 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/tomorrowneedsyou.

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