EOC Solution Lead - Industrial Refrigeration & Heating

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 Services model and the specific support needs of the customer.

You become part of the Industrial Refrigeration and Heating (IR&H) Domain Enterprise Operation Center team to provide advanced, innovative, cost-effective, and mission-supportive control services. You will work with a team of other Solution Engineers and analysts with various skill sets including controls diagnostics and analytics. The future will be focused on artificial intelligence and advanced machine learning. 

Under minimal supervision, conducts remote preventive maintenance, and general servicing of IR/H equipment. Responsible for high levels of customer satisfaction through both direct and indirect customer interface. Properly completes required service documentation and verbal communication.

How you will do it:

• Perform Dashboard reviews, analyze, generate virtual inspection reports and recommendations to Johnson Controls branches and/or end customers.
• Compliance: Manage all compliance activities for the Enterprise Operation Center  
• Operations management
• Ensure escalations are resolved in a timely manner.
• Reviews reports generated by others to ensure quality and accuracy.
• Collaborate
  • Coordinate as needed with the local support center to address issues
  • Interface with internal and external customers to prevent and/or mitigate issues
• Diagnoses complex IR/H Systems
• Know the portfolio in JCI enabling them to propose opportunities to create incremental value for Customers (internal and external)
• Consults with the customer through data gathered and site assessments.
• 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.
• Adheres to all Johnson Controls and customer safety standards.
• Plan, prepare and conduct training for local field offices and other IR/H experts where required on remote IR/H diagnostics and gather voice of technician feedback for continuous improvement. 
• Provide inputs, guidance and participate in OpenBlue platform roadmap and enhancements on how particular features and functionality will enable greater customer (internal and external) value. 

What we look for:

• 10+ years’ field experience within ammonia-based Industrial Refrigeration/Heating Industry either maintaining, starting up and commissioning IR/H systems.
• Experience in IR/H systems deployed within the Food and Beverage, Cold Storage and/or Energy Verticals.
• Demonstrated knowledge of best in class-in-class IR/H systems products.
• Experience in IR/H system design will be a plus.
• Familiarity with plant control systems (PLC / SCADAS) will be a plus.
• Ability to perform effectively in a multicultural and gender-diverse environment.
• Autonomy in the use of digital tools (web and desktop)

Preferred:

• General computer and mobile application literacy would be preferred and are a key part of future development in this position
• Proficient English language plus at least one other European language, such as German, French or Spanish.