EOC OpenBlue Service Expert

5 months ago

Shanghai, China Johnson Controls Full time

What you will do:

You will help build the future of our diagnostics platform that supports our service organization that keeps Johnson controls on the leading edge of cost-effective, technically advanced service delivery business.

Drive customer satisfaction, develop and manage internal customer relationships through a deep understanding of the JCI HVAC Services model and the specific support needs of the customer.

You become part of the HVAC Domain Service provider team to provide advanced, innovative, cost-effective, and mission-supportive chiller services. You will work with a team of other OpenBlue Service Experts and analysts with various skill sets including chillers diagnostics, HVAC general diagnostics, vibration, oil, refrigerant, and motor current analytics. The future will be focused on artificial intelligence and advanced machine learning. 

Under minimal supervision, conducts preventive maintenance, and general servicing of Chillers (including detailed troubleshooting of Chillers). Responsible for high levels of customer satisfaction through direct, on-site, customer interface. Properly completes required service documentation and verbal communication.

How you will do it:

Perform OB CEP reviews, analyze, generate insights report, document observations and provide recommendations to branches and customers. Provide feedback on the serviceability of our chillers and connected equipment portal. Work with the field, help connect chillers Deploy HVAC Domain specific playbooks to deliver and document remote services: standard processes, practices, service delivery SLAs, workflow tracking, and service partners supervision with each country served Compliance: Manage all compliance activities for the EOC Operations managementEnsure procedures are followed and updated as needed, including operations as communication proceduresDesign and enforce request handling and escalation policies and procedures.Ensure escalations are resolved in a timely manner.Reviews reports generated by others to ensure quality and accuracy. CollaborateCollaborate with global Team membersCoordinate as needed with the local support center to address issuesInterface with internal and external customers to prevent and/or mitigate issues Diagnoses complex chillers Know the HVAC portfolio in JCI Consults with the customer through data gathered and site assessments. Provides field proposals for retrofits, upgrades, and or enhancements to existing equipment. Assists sales by providing technical recommendations for sales leads. Manages assigned work to meet professional and efficient execution of time and customer satisfaction. Reports problems or management changes immediately. Communicates with customers (internal and external). Ensures high levels of customer satisfaction. Meets regularly with customers to become familiar with operating problems. Keeps customers informed on the nature of service provided and outstanding issues and recommends system enhancements, upgrades, and/or replacements. Adheres to all Johnson Controls and customer safety standards. Conducts extensive self-study (reading, research, and practice) to improve and maintain technical proficiency in the company's product lines. Plan, prepare and conduct training for local field offices and other chiller experts where required on remote chiller diagnostics, CEP and gather voice of technician feedback for continuous improvement.  Provide inputs, guidance and participate in OpenBlue platform roadmap and enhancements in particular on how particular features and functionality will enable greater customer (internal and external) value. 

What we look for:

5+ years’ experience with Chiller diagnostics, maintenance, repair and trouble shooting. General overall knowledge of HVAC equipment, building automation systems and energy management and monitoring systems. Able to solve complex service operational and maintenance problems. Able to communicate professionally with customers at all levels, internal and external. Possess appropriate industry certifications. Demonstrated leadership abilities, organizational, communication and interpersonal skills. Some travel may be required (less than 10% anticipated). Ability to work in a high paced service environment with shifting priorities. Work with other cross functional teams to develop and deploy new services to be delivered by the field and Predictive Team.

Preferred：

General computer and mobile application skills would be preferred and are a key part of future development in this position.

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