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Technical Product Support Specialist III

Johnson Controls

Boca Raton, FL US


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Description

Technical Product Support Specialist III Employees who serve as advisor to the sales force, customers and potential customers regarding the resolution of technical, scientific or engineering issues that affect the sales, installation and utilization of organization products and/or services. Employees who develop instructional material and select suitable delivery methods or training aids. Ensure that programs are aligned with the organization's business goals. Organize, conduct, and evaluate technical product training programs. Training may be to customers or sales force. 8P - Career Integrates established disciplinary knowledge within own specialty area with basic understanding of related disciplines and industry practices. Applies professional judgment based on the analysis of quantitative data and information. Screens, categorizes and resolves data integrity issues. Develops project management skills. Preferred Education: University (Degree) Minimum Experience: 5+ years

Qualifications

The primary role of a Product Support Specialist is to assist global service teams resolve complicated installations, setup/configuration, and system performance related customer issues in a timely manner. The ideal candidate must be highly motivated, able to multitask, and show determination in resolving problems with the ultimate goal of complete customer satisfaction.

Responsibilities include the following:

  • Provide advanced level of technical support for Smaas, Electronic Article Surveillance, Traffic Intelligence, RFID, products via direct calls, emails, remote diagnostics, and on site level 3 support
  • Frequent interfacing with project management, account management, developers, service, architects, customer IT and general contractors
  • Manage escalated problem accounts through to resolution
  • Testing of hardware, firmware, and software
  • Generate technical bulletins for distribution
  • Generate detailed trip reports and product test reports
  • Review technical documentation for accuracy and clarity
  • Attend and or manage product or account related conference calls, webinars, and in house meetings as the subject matter expert
  • Travel both domestic and international may be required.

Skills

  • High level knowledge of networks including network security
  • Experience with setup, configuration, and troubleshooting of IT related hardware (routers, switches, servers)
  • Knowledge in the use of test equipment (oscilloscope, spectrum analyzer, network test equipment etc.)
  • High level understanding of electronics
  • Working knowledge of Radio Frequency transmission
  • Working knowledge of electrical distribution systems
  • Excellent troubleshooting and problem solving skills
  • Excellent verbal and written communication skills
  • Excellent interpersonal skills
  • Excellent organizational skills
  • Self motivated, able to work alone or in a collaborative team environment

Education, Certifications, and Experience

  • University degree preferred with 5+ years’ work related experience.
  • Networking certifications; Cisco CCNET, Cisco CCNA, CIW Java Script Specialist

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