Product Technical Support Analyst

Johnson Controls

159d • $72,600 - $90,700

About The Position

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.

Requirements

• Bachelor’s degree or equivalent in Manufacturing, Mechanical or Electrical Engineering.
• 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 (Word, Excel, Access, Visio and PowerPoint) as well as Internet software and E-mail.
• Must be able to communicate effectively to all levels within the organization and be fluent in English.
• Domestic and International travel is required (approximately 15% of time).

Nice To Haves

• Experience accessing and using manufacturing systems.
• Demonstrated Six Sigma skills.
• Experience using audio and video editing software.
• Ability to speak Spanish and Mandarin.

Responsibilities

• 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.
• 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 in 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.

Benefits

• Competitive benefits package.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees