Director of Product Technical Support - HVAC/R (onsite)

Johnson Controls • New Freedom, PA

10d • Onsite

About The Position

Johnson Controls is seeking a dynamic and forward-thinking Director of Product Technical Support – HVAC/R to lead a high-impact team of product specialists headquartered at our state-of-the-art Advanced Development and Engineering Center in New Freedom, PA, along with a network of virtual teams. In this pivotal leadership role, you will help shape the vision and long-term strategy for Product Technical Support—partnering closely with HVAC/R leadership and the global field organization to deliver exceptional product performance and reliability. You’ll be at the forefront of driving product reliability and continuous improvement, influencing both existing and next-generation products. Your team will tackle real-world challenges, delivering expert technical support, root cause analysis, corrective actions, and quality management—while also playing a key role in new product development, reliability engineering, and field trials. This role offers the opportunity to make a visible, lasting impact on products trusted by customers around the world—while building and mentoring a strong, technically driven organization. Join a global organization that invests deeply in developing its leaders. At Johnson Controls, you’ll be empowered to both benefit from and contribute to a strong leadership network—working alongside the best in refrigeration and heat pump technology, with limitless opportunities to grow!
Location: This is an onsite role based in New Freedom, PA. Candidates must be within commuting distance or open to relocation. Johnson Controls offers competitive relocation packages to support your move.

Requirements

• Experience with product design and/ or design for service
• BS in Mechanical Engineering or other engineering field
• Travel requirement of 10 to 25%.
• Must have demonstrated team building, and leadership experience.

Responsibilities

• Manages, directly or indirectly, teams of employees globally that are dedicated to Technical Support for the HVAC business.
• Leverage and collaboration with the wider global PTS organization to achieve higher customer satisfaction while managing JCI risk.
• Deploys, implements, monitors and communicates the processes, strategies and standards to Technical Support teams to ensure they are globally integrated.
• Manage and organize cadence of communications with the field organization, transparently communicate KPI’s, initiatives and bring voice of the customer to the discussion.
• Provides leadership and direction on product quality problems minimizing customer impact, managing financial liability for JCI, ensuring robust corrective action and providing senior leadership awareness of significant issues.
• Participates and leads presales support for HVACR ensuring JCI is positioned to maximize market opportunity with minimal risk and maximum margin potential.
• Work with regional field teams to evaluate regional business needs and develop their organizations to support HVACR product offerings both now and in support of future product offerings including formalized training programs, field deployment of our technical experts and Promote team engagement in product development process to provide voice of the customer and voice of service during the development process.
• Leads team for customer technical presentations and training, assists with customer complaint resolution.
• Plans, organizes, staffs and build teams to meet the business objectives.
• Develop employees through implementation of their personal development plans, goal setting and timely performance reviews.
• Develop metrics to ensure proper training and appropriate personnel certifications are being accomplished.
• Takes a lead role in managing and participating in critical customer problem resolution, including internal corrective actions for all functions within JCI
• Provides product development support by managing field trials and providing feedback on product development
• Develop content for formalized training programs for field service personnel and contractors & provide support for the majority of York’s service and operator product training
• Manages Warranty Return Center to assure fast and accurate root cause analysis of field defects
• Support Supply chain in pursuit of recovery efforts and product warranty coverage
• Leads Knowledge management in providing content and documentation to support field service training and self learning tools.

Benefits

• Attractive salary package, bonus, optional benefits program, and health insurance
• Join a company with a history that started more than 130 years ago
• Be part of the green, energy-efficient cooling and heat pump industry
• Flexible working hours
• Paid Vacation, Holiday's, Sick Time, etc.
• Opportunities for continuing education and various career paths (including 5,000 e-learning programs)
• Maternity/paternity benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees