Fire Detection Technical Product Support Specialist (Remote)

Johnson Controls•Westford, MA

2d•$91,000 - $114,000•Remote

About The Position

The position of Technical Support Technician, fire detection and alarm systems reporting to the technical support regional supervisor. You will be based from our detection products office Westford, MA providing technical support for the complete Johnson controls global products fire detection systems portfolio Simplex, Autocall including various types of systems such as addressable, conventional fire detection and alarm systems with associated products including relevant accessories. 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. You will be responsible for day-to-day operation of the Tech Support Lab. Duties will include: Maintain operational readiness of the lab at all times. Maintain a safe and clean working environment at all times. Complete system software/hardware updates when new products are released. Process and evaluate customer product returns as needed. Will assist R&D engineers as needed to reproduce product related issues and verify software/hardware solutions. How you will do it As technical support engineer, 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. Record technical support cases utilizing software systems Salesforce. Handling calls from Nice phone systems and recording each interaction within Salesforce Site visit to installations when required. Following up on product returns as required to support QA process. Partake in the NPI process Create and maintain the Article database Report and monitor issues to R&D Review issues and offer higher level of support 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 you will provide application services and technical support of fire detection you will also have good knowledge of codes & standards (NFPA/UL)

Requirements

Bachelor’s Degree in electrical/electronics or relevant experience in the fire detection industry
Minimum 5 years working experience in fire detection industry
Excellent working knowledge of fire and voice alarm design installation standards including UL/ NFPA 72
Have good verbal and written command of the English language.
Problem-solver, with an ability to work under own direction with personal responsibility
General awareness of currents industry trends
Understanding of and the application of UL standards in regard to fire detection products
Awareness of the relevant building standards and code of practice relevant to the region
Solid business communication skills, with an ability to report movements and meeting notes
Ability to record all transaction with Salesforce
Ability to identify need for and develop, processes and supporting materials
Well-versed in MS Office, Salesforce, in company own or 3rd party diagnostics tools
Willingness to travel

Responsibilities

Maintain operational readiness of the lab at all times.
Maintain a safe and clean working environment at all times.
Complete system software/hardware updates when new products are released.
Process and evaluate customer product returns as needed.
Assist R&D engineers as needed to reproduce product related issues and verify software/hardware solutions.
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.
Record technical support cases utilizing software systems Salesforce.
Handling calls from Nice phone systems and recording each interaction within Salesforce
Site visit to installations when required.
Following up on product returns as required to support QA process.
Partake in the NPI process
Create and maintain the Article database
Report and monitor issues to R&D
Review issues and offer higher level of support
Communicate with field technicians and colleagues from within JCI global products you will provide application services and technical support of fire detection you will also have good knowledge of codes & standards (NFPA/UL)