Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
The Technical Support Technician for fire detection and alarm systems reports to the Technical Support Regional Supervisor and works from the Detection Products office in Westford, MA. The role provides technical support for Johnson Controls’ global fire detection portfolio, including Simplex, Autocall, and various addressable and conventional systems and accessories. Direct interaction with system partners and commissioning field technicians is a key part of the position.
As a member of the technical support team, you will collaborate closely with sales, customer service, inside sales, marketing, training, and R&D departments. You are responsible for the day‑to‑day operation of the Tech Support Lab, ensuring it remains operationally ready, safe, and clean at all times. Duties include performing software and hardware updates for new product releases, processing customer product returns, and assisting R&D engineers to reproduce issues and verify solutions.
You will deliver product support to customers and sales teams across the full JCI fire detection range, using company‑developed software tools to provide on‑site solutions or assist remotely. All support cases, phone interactions, and site visits are recorded in Salesforce, and you will follow up on returns to support QA processes. Additional responsibilities include participation in the NPI process, maintaining the article database, reporting issues to R&D, and providing product‑specific training.
The ideal candidate holds a Bachelor’s degree in electrical/electronics or equivalent fire‑detection experience, with at least five years in the fire detection industry. Required are strong knowledge of fire and voice alarm design and installation standards (UL, NFPA 72), excellent English communication skills, and the ability to solve problems independently. Proficiency with Salesforce, MS Office, diagnostic tools, and a willingness to travel are also essential.
Compensation ranges from $91,000 to $114,000, based on education, experience, and market factors, and includes a competitive benefits package. Johnson Controls may use AI‑assisted tools in the hiring process, but all final decisions are made by human reviewers. The company is an equal‑opportunity employer committed to diversity and inclusion.