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Technical Product Support Specialist III 8/27/2016

Tyco Fire and Security Westminster, MA

Company
Tyco Fire and Security
Job Classification
Full Time
Company Ref #
1617067
AJE Ref #
575995168
Location
Westminster, MA
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

APPLY
Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms. For additional information, please visit www.johnsoncontrols.com or follow us @johnsoncontrols on Twitter.



The Support Specialist will provide daily efficient, effective, and cordial technical support to authorized customers in resolving hardware, software, or product operation problems. Assume responsibility for assigned product support projects following processes and procedures to support initiatives.
RESPONSIBILITIES:

* Solves highly complex problems primarily via email but also through telephone.
* May be required to perform occasional on-site support.
* Maintains accurate, concise and fact-based call logs and journal entries (includes call analysis and equipment staging results).
* Manages open call backlog ensuring the calls are handles to closure in a timely fashion.
* Supports the product knowledgebase by publishing, creating, and updating solutions and product support bulletins.
* Proposes innovative solutions.
* Exhibits in-depth product knowledge.
* Exhibits a high level of technical expertise.
* Solves highly complex problems primarily via email but also through telephone.
* Provides support for Customer Visits, Project Teams, New Product Verification, Company Facilities, Technical Support Website and other groups as required.
* Collaborates with external groups for project planning.
* Provides technical leadership to other team members.
* Provides additional support to Technical Support Specialist as required for more complex issues.
* Recommends product/process improvements and preventative actions.

#external EDUCATION:

* Bachelors Degree in Electronics or Computer Science preferred.
* Equivalent relevant experience to above (Trade, Technical, or Military School) required.

EXPERIENCE AND SKILLS:

* Five years experience in technical support or service (including installation and maintenance hardware or software controlled products required.
* Seven years experience in technical support or service (including installation and maintenance of hardware or software controlled products preferred.
* Excellent oral and written English communication skills.
* Specialized training and or/certifications in Fire Detection Products.
* Specialized computer training and or/certification (MSCE, MCP, or similar.
* Familiar with knowledgebase systems, familiar with help desk operations.