Lead Service Technician

Job Description:
Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 117,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms. For additional information, please visit www.johnsoncontrols.com or follow us @johnsoncontrols on Twitter.
Position Summary:
The standard function of the position is to provide quality supervision and training to all Technical Representatives, in the areas of service, inspection, and service installation.
Duties and Responsibilities:
To supervise and train Technical Representatives to be proficient in the following areas:
To exhibit effective customer service skills, by consistently communicating with the SRC/District dispatcher, District management, and our customers to ensure complete customer satisfaction.
To read and understand complicated blueprints, diagrams, schematics, submittals, software/systems programs, and operation/product manuals. Understand the importance of providing quality service and inspections.
Required to lift and carry equipment and tools which may weigh over forty (40) pounds. Working environment may involve climbing ladders and scaffoldings with equipment, upwards to forty (40) feet. May require working from a variety of mechanical lifts. Capable of working in cramped work spaces such as ducts, crawl spaces above ceilings, etc.
To adhere to all OSHA and SimplexGrinnell safety policies and procedures.
To assist the District PSR to competitively price and sell Preventative Maintenance Agreements.
To assist the District E-Serv to competitively quote equipment, peripheral devices, and labor for inspection deficiencies and other customer requested service work.
To complete mileage and monthly vehicle reports in timely manner. Maintain accurate truck inventory to ensure timely response to customer's needs.
Assist the Service Manager to ensure all Technicians/Inspectors provide the required monthly documents for EH&S compliance.
Service Activities
The Technical Representatives Supervisor will train and develop Technical Representatives to:
Properly receive service calls from dispatchers supplying a brief description of equipment/system malfunction.
Contact the designated customer representative and ascertain the degree of severity of equipment/system problem.
Identify and meet the customer's expectation(s).
Follow prescribed troubleshooting procedures and refer to technical manuals, parts manuals, change notices/bulletins, etc., in order to diagnose and repair equipment/systems.
Diagnose hardware problems and replace defective equipment as required.
Access software in order to correct programming problems.
Ensure that all assigned service calls are completed and have achieved 100% customer satisfaction. All work performed whenever possible, should be reviewed with the customer.
Complete Service Acknowledgement (WOM) with proper coding through communicating devices and hardcopy. Obtain customer signature after completed service call assignment.
Assist on-call Technicians, as necessary, to ensure after-hours calls are covered by a Technician.
Inspection Activities
The Technical Representatives Supervisor will train and develop Technical Representatives to:
Utilize a pre-planned schedule to ensure that all customer inspections are completed on a timely basis.
Follow instructions/checklist located inside the inspection manuals.
Complete all required functionality testing and preventive maintenance of systems and system peripherals.
Immediately contact branch management and our customers regarding any errors and/or deficiencies that may affect our Customer Service Agreement.
Job Qualifications:
High School Diploma or Equivalent
Two years Associates Degree in a technical field such as computers, electronics or equivalent industry experience.
Ten years directly related experience servicing industry related equipment.
Must be proficient in the use and application of personal computers including Windows.
Possess working knowledge of test equipment such as multimeters, digital analyzers, battery analyzers, frequency meters, decibel meters, and communicating devices.
Must have valid drivers license.
Possess strong communication skills both verbally and written.
Exhibit the ability to listen attentively in order to meet the needs of the customer.
Must obtain and retain any licenses that are required by National, State, and local codes.
Must possess and retain NICET level III Certification within three years of hire.
May be required to travel.

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