Product Technical Support Analyst

What you will do

You will be proactive in leading and/or participating on cross functional teams (i.e. manufacturing, marketing, quality, engineering) with team members located in different regions, globally, to drive continuous improvement of field service knowledge management content and processes to increase the knowledge and performance of the field service organization. You will have the knowledge to help guide the teams technically to resolve complex product design and application issues based on years of product experience, education, and training.

How you will do it

• Support the effort for chillers systems within the Total Knowledge Management (TKM) database, ensuring accurate and accessible content.
• Support and maintain Product Technical Support (PTS) Sharepoint site and internal shared library.
• Support Total Knowledge Management (TKM) content creation/editing, fueled by frequently requested Product Technical Support (PTS) case topics, to minimize Warranty Return Center returns.
• Partnering with the Technical Communications Group, develop technical content of service literature which includes Installation and Operations Manuals, Service Manuals and Repair Parts List for centrifugal and industrial chillers. Also, support for the technical review of training materials.
• Communicate with design, manufacturing and service groups globally sharing lessons learned, content created and best practices to prevent issues from arising on new products being introduced to the marketplace and improve product quality and cost.
• Interact globally with internal Design Engineering, Manufacturing, Manufacturing Engineering, Supply Chain Management, Quality and Service groups as well as component suppliers regarding component failures, ensuring all recorded data is properly reflected and current.
• Participate with warranty teams to stay abreast of field issues and participate with multi-disciplined teams to find root cause and corrective actions for resolution of these issues.
• Proactively coordinate and/or assist in creating literature or instructional content to share with the field service organization for best practices fixes and troubleshooting.
• Adhere to the Company's Code of Conduct and Business Ethics Standards.
• Must adhere to all safety and personal protection requirements.

What we look for

Required

• Bachelor's degree or equivalent in Manufacturing, Mechanical or Electrical Engineering. Other forms of training and/or education will be considered.
• A minimum of 5 years of experience with the design, operation and/or manufacturing of chillers (or similar products).
• Experience with technical writing, document management and web-based workspaces.
• Ability to work as part of multifunctional team.
• Proficiency in Microsoft Suite Applications, including SharePoint
• Must be able to communicate effectively to all levels within the organization and be fluent in English
• Curious and self motivated
• Limited domestic and international travel my be required for training

Preferred:

• Experience accessing and using manufacturing systems
• Understanding of HVAC, Chiller or refrigeration cycle
• Demonstrated Six Sigma skills
• Experience using audio and video editing software, (Adobe Premiere Pro or others)
• Ability to speak Spanish and Mandarin

HIRING SALARY RANGE: $72,600-90,700 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.) This position includes a
competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site at ;br>
Johnson Controls International plc. 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, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.