Fire Detection Technical Product Support Specialist (Remote)

Johnson Controls•Westford, MA

12h•$91,000 - $114,000•Remote

About The Position

What you will do We are seeking a Technical Support Specialist to provide exceptional customer service and technical assistance to our North American clients. This role is responsible for troubleshooting, resolving technical issues, and ensuring customer satisfaction through timely and effective support. The Johnson controls global products fire detection systems portfolio includes Simplex, Autocall and also various types of systems such as addressable, conventional fire detection and associated products. You will be in direct contact with system partners, commissioning field technicians. As a member of the technical support, you will collaborate closely with other departments including sales, customer service, inside sales, marketing, training and R&D. Remote or On-site within North America How you will do it As technical support specialist, you will provide product support to customers and sales teams. You will support the full product range from JCI Global fire detection products, using Company produced software tools to provide solution on site or to assist customer requirement. Respond to customer inquiries via phone, email, and chat in a professional manner. Diagnose and resolve hardware, software, and network-related issues. Escalate complex problems to higher-level support or engineering teams when necessary. Document issues, solutions, and customer interactions in the support system (Salesforce). Provide guidance on product usage, updates, and best practices. Collaborate with cross-functional teams to improve support processes and customer experience. Create and maintain the Articles in Salesforce. Site visits to new or existing installations when required. Participate in training sessions to stay current with product updates and industry trends. Product specific training will be provided to support constant personal professional development. You will communicate with field technicians and colleagues from within JCI global products and our associated dealers.

Requirements

Associate or Bachelor’s degree in electrical/electronics or relevant experience in the Fire Detection industry.
Minimum 5+ years of technical support or helpdesk experience in the Fire Detection industry..
Strong knowledge of operating systems (Windows, macOS, Linux) and networking fundamentals.
Familiarity with ticketing systems (e.g., Salesforce, Jira).
Excellent communication and problem-solving skills.
Ability to work independently and manage multiple priorities.
Bilingual (English + French or Spanish) is a plus.

Nice To Haves

Experience with cloud platforms (Azure, AWS, Google Cloud).
Knowledge of cybersecurity basics and data protection practices.
Customer-first mindset with patience and empathy.
Ability to explain technical concepts to non-technical users.
Well-versed in MS Office, Salesforce, in company own or 3rd party diagnostics tools
Willingness to travel

Responsibilities

Provide product support to customers and sales teams.
Support the full product range from JCI Global fire detection products, using Company produced software tools to provide solution on site or to assist customer requirement.
Respond to customer inquiries via phone, email, and chat in a professional manner.
Diagnose and resolve hardware, software, and network-related issues.
Escalate complex problems to higher-level support or engineering teams when necessary.
Document issues, solutions, and customer interactions in the support system (Salesforce).
Provide guidance on product usage, updates, and best practices.
Collaborate with cross-functional teams to improve support processes and customer experience.
Create and maintain the Articles in Salesforce.
Site visits to new or existing installations when required.
Participate in training sessions to stay current with product updates and industry trends.
Communicate with field technicians and colleagues from within JCI global products and our associated dealers.