Job Description: Global Level 1 Technical & Product Support Position Tittle: Product Support Engineer The Segment Security Products, a business unit of Johnson Controls International, comprises of two Product BUs: ACVS and Intrusion. It is a diversified group of world-leading access control, video and Intrusion brands. Operating in more than 40 offices with over 2000 employees, these brands – American Dynamics, Bentel, CEM Systems, Qolsys, DSC, Kantech, Software House, Sur-Gard and Visonic – have more combined years of experience in the security industry than any other group in the world. Our security integration platforms, built by our developers from across all product disciplines allow our customers to see more, do more and save more. Job Overview Provide high quality, innovative, technical support to our diversified customers and install bases of Security Product’s ACVS (Access Control & Video Solutions) division and support customer logged technical issues through different remote support media (phone/email/chat, etc.). Provide configuration, commissioning and installation related services inclusive of fault findings, f/w and s/w upgrades, etc. working together with SI/channel partners and field engineers. Essential Education & Experience Bachelor’s degree in Engineering disciplines or any other equivalent Technical Degree is a must from a reputed college and/or university with the relevant work-related experience. 3-5 years of working experience with supporting any to various electronic products or IT solutions in a field environment installing, troubleshooting specialized hardware/software and networking equipment in any technical capacity including understanding faults identifying root causes, and providing necessary remediations to mitigate and solve issues quickly. Basic Electronics: Experience in Electro Magnetic principles and Radio Frequency (RF) technology. Knowledge of circuits, knows how to use multimeters, wire relays or circuit boards and power adapters, batteries, etc. Software: Thorough knowledge on Windows/Linux OS install, commissioning and administration is needed/preferred. Hardware: Understand PCB technology including flashing boards and configurations using switches and jumpers, adding RAM and CPU chips, configure, and install PC boards (e.g., VGA boards, CPUs, SCSI controllers, network cards).
Databases: Basic skills on building, managing and troubleshooting databases around Microsoft SQL Server. Networking: CCNA certified or equivalent who has an advanced understanding of TCP/IP addressing and configuration, Ethernet networks, hubs, routers, network security and Lan/Wan switching, and has the ability to perform any complex network troubleshooting tasks. Domain: Product awareness of access control and video systems is needed. Knowledge of any “building management system” products like Control or Fire systems will be added advantage. Remote Tools: Very good understanding of or demonstrate the aptitude in or have the experience working with remote desktop sharing tools like Team Viewer, AnyDesk, iDRAC, RDP, etc. CRM: Salesforce.com knowledge will be an added advantage. Certifications: Microsoft CCNA\CCNP, CompTIA N+\A+, Red Hat (RHCSA\RCHE) or equivalent will be added advantage. Essential Competencies & Skills Integrity, Excellence, Accountability, Communication, Innovation, Problem Solving & Analysis, Highly developed Technical Expertise and Teamwork. English language (native level) proficiency will be mandatory with working knowledge of other languages will be helpful. Ability to synthesize and decide the best communication approaches for technical issues and information needed for our customers and partners. Problem solving and decision making skills. Analytical and risk management skills. Influencing and negotiation skills Highly adept customer facing skills. Effective communication, tracking and escalating skills to key stakeholders Job Responsibilities Product Support: Assists the field engineers with technical issues which includes handling support phone calls, emails, remote session, etc. to resolve and provide solutions and answers to all technical inquiries, across all regions worldwide (global support role).
Able to document technical issues accurately so that issues can be tracked, escalated and closed with satisfaction for all stakeholders (internal, customers and partners). Enter all problems into our databases and CRM so that all that information can be tracked and utilized for betterment of customer service both internally and externally. Fulfils all other relevant technical support duties, as defined by the manager real-time, in order to be successful within the technical support department. Works according given instructions and within quality procedures and –regulations, as described in the quality manual, in such way that internal and external quality demands are met. Works, according to given policies and guidelines regarding HSE, in such way that for the employee self and his colleges a safe, healthy and pleasant work environment is created. Follows the respective shift and schedule adherence norms. Technical Training and Development: Receives technical and product training according to management guidelines, within office training facilities or virtually via our online collaboration tools, so that our customers’ support requirement are satisfactorily met with. Participates in training equipment preparation tasks for the class, according to manuals, in such way that the equipment is fully operational before the cand therefore training activities don’t face unnecessary delays. Prepares training materials and knowledge articles, meeting or exceeding technical standards and within management guidelines/format, so that that everyone within team receives up to date professional documentation and information. Assists in the design and modification of training courseware or knowledge articles, according to the received guidelines, so that up to date and high standard technical bulletins can be presented to our customers or channel partners. Technical Services: Assists with all aspects of technical services when needed according to management guidelines, offering customer’s remote and/or onsite commissioning, fault finding tasks, customer and Integrator (end user) onsite/offsite product training or knowledge transfer, and system upgrade services. Works according to given commissioning instructions, processes, procedures and workflows within the management guidelines/format to achieve successful execution. Ensures questionnaires or worksheets, preliminary evaluation-meetings or conference calls, quotes\SOWs and delivery of services are rendered and handled in a professional manner. After completion of every install\commissioning fix, a comprehensive handover report is provided to the management.
