Job Description

ISDM Solution Engineer- Controls

What you will do:

You will help build the future of our diagnostics platform that supports our service organization that keeps Johnson controls on the leading edge of cost-effective, technically advanced service delivery business.

Drive customer satisfaction, develop and manage internal customer relationships through a deep understanding of the JCI Services model and the specific support needs of the customer.

You become part of the Controls Domain Service provider team to provide advanced, innovative, cost-effective, and mission-supportive control services. You will work with a team of other Solution Engineers and analysts with various skill sets including controls diagnostics and analytics. The future will be focused on artificial intelligence and advanced machine learning.

Under minimal supervision, conducts preventive maintenance, and general servicing of Controls (including detailed troubleshooting of Controls). Responsible for high levels of customer satisfaction through direct, on-site, customer interface. Properly completes required service documentation and verbal communication.

How you will do it:

• Perform Dashboard reviews, analyze, generate reports and recommendations to branches and customers.
• Provide feedback on the serviceability of our connected equipment
• Work with the field, help connect BAS
• Deploy controls specific playbooks to deliver and document remote services: standard processes, practices, service delivery SLAs, workflow tracking, and service partners supervision with each country served
• Compliance: Manage all compliance activities for the Branch/EOC
• Operations management
  • Ensure procedures are followed and updated as needed, including operations as communication procedures
  • Reviews reports generated by others to ensure quality and accuracy.
• Collaborate
  • Coordinate as needed with the local support center to address issues
  • Interface with internal and external customers to prevent and/or mitigate issues
• Diagnoses complex Building Automation Systems
• Know the portfolio in JCI enabling them to propose opportunities to create incremental value for Customers (internal and external)
• Consults with the customer through data gathered and site assessments. Provides field proposals for retrofits, upgrades, and or enhancements to existing equipment which would also include opportunities to deliver incremental value through adjacent focus areas (such as IAQ). Assists sales by providing technical recommendations for sales leads.
• Manages assigned work to meet professional and efficient execution of time and customer satisfaction. Reports problems or management changes immediately.
• Communicates with customers (internal and external). Ensures high levels of customer satisfaction. Meets regularly with customers to become familiar with operating problems. Keeps customers informed on the nature of service provided and outstanding issues and recommends system enhancements, upgrades, and/or replacements.
• Adheres to all Johnson Controls and customer safety standards.
• Conducts extensive self-study (reading, research, and practice) to improve and maintain technical proficiency in the company's product lines.
• Plan, prepare and conduct training for local field offices and other chiller experts where required on remote Building Automation System (BAS) diagnostics, PVT/RDR/OBEM and gather voice of technician feedback for continuous improvement.
• Provide inputs, guidance and participate in PVT/ OpenBlue platform roadmap and enhancements in particular on how particular features and functionality will enable greater customer (internal and external) value.

What we look for:

• 6 months to 2 years’ experience within the Building Management Industry, in maintenance, repair, and troubleshooting
• Demonstrated knowledge of:
  • Best in class Building Automation Systems products
  • Install, operate, maintain and modernize IT network technologies
  • Digital communication infrastructure, including wireless or LAN networks
• Ability to communicate effectively in a multicultural and gender-diverse environment.
• Strong problem-solving skills