Senior Product Support Engineer

Johnson Controls; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

A leading company in security solutions is seeking a Senior Product Support Engineer to provide high-quality technical support. This includes troubleshooting and installation of security products, working with global teams to ensure customer satisfaction. Ideal candidates will have a Bachelor's degree in engineering and relevant experience in technical support roles.

Qualifications

• 3-5 years experience with electronic products or IT solutions.
• Knowledge of Windows/Linux OS installation.
• Experience with troubleshooting hardware/software.

Responsibilities

• Provide technical support to customers via phone/email/chat.
• Assist with installation and fault finding of security products.
• Document technical issues accurately for tracking and resolution.

Skills

Technical Support

Networking

Troubleshooting

Installation

Electronics

Education

Bachelor's degree in engineering or equivalent

Job description

The SegmentAccess Control and Video Solutions (ACVS), Security Products, a business unit of Johnson Controls International. It is a diversified group of world-leading brands (American Dynamics, Exacq, Cloudvue, CEM Systems, Kantech, Innometriks, Illustra, Software House). Operating in diverse locations worldwide, all our ACVS brands 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 OverviewProvide high quality, innovative, technical support to our diversified customers and install bases of Security Products 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 & ExperienceBachelors degree in engineering disciplines or any other equivalent Technical Degree is from a reputed college and/or university with the relevant work-related experience. 3-5 years of working experience with supporting 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 installation, commissioning and administration is needed/preferred.Job Responsibilities Product SupportAssist the field engineers with technical issues which include 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 down and utilized for the betterment of customer service both internally and externally. Fulfils all other relevant technical support duties, as defined by the manager real-time, to be successful within the technical support department. Works according to given instructions and within quality procedures and regulations, as described in the quality manual, in such a way that internal and external quality demands are met. Works, according to the policies and guidelines regarding HSE, in such a 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 DevelopmentReceives technical and product training according to management guidelines, within office training facilities or virtually via our online collaboration tools, so that our customers support requirements are satisfactorily met with. Participates in training equipment preparation tasks for the class, according to manuals, in such a way that the equipment is fully operational before the cand therefore training activities dont face unnecessary delays. Prepares training materials and knowledge articles, meeting or exceeding technical standards and within management guidelines/format, so that everyone within team receives up to date professional documentation and information.Technical Services: Assists with all aspects of technical services when needed according to management guidelines, offering customers 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 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.Team mentoring, training and escalation specialist: Assist team members with challenges they may face daily and plan periodic training on important topics that drive our case volume. Also, test new features in lab and train team members on those new features. Key focus will be on maintaining the lab and keeping all the software up to date. Work with other vertical on integration cases and enable the best unified support. Single point of contact for Sales escalations,

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