Johnson Controls
Produces HVAC, fire, security and building automation systems to optimize and protect buildings globally.
Ops Strategy and Execution Lead
Lead technical support team, manage operations, improve processes, ensure high customer satisfaction.
Job Highlights
About the Role
This position is responsible for the smooth operation of technical support functions, guaranteeing that customers receive timely and effective assistance. It blends technical knowledge with a focus on quality and efficiency to meet service expectations. • Supervise and mentor the technical support team to achieve optimal performance. • Recruit, onboard, and train new support staff. • Monitor team productivity, provide feedback, and conduct performance evaluations. • Foster a collaborative culture that encourages problem‑solving and innovation. • Oversee day‑to‑day technical support activities and ensure timely issue resolution. • Act as the escalation point for complex technical problems and meet SLA timelines. • Track support metrics (response time, resolution rate, customer satisfaction) and drive improvements. • Collaborate with cross‑functional departments to resolve technical issues. • Identify and implement process improvements to increase support efficiency. • Create and maintain documentation, FAQs, and knowledge‑base articles. • Analyze support trends, generate reports, and present recommendations to senior management. • Enforce JCI information‑security policies and report incidents promptly.
Key Responsibilities
- ▸team supervision
- ▸issue resolution
- ▸escalation management
- ▸metrics tracking
- ▸process improvement
- ▸knowledge base
What You Bring
Success in the role requires close collaboration across departments, continuous monitoring of performance indicators, and the creation of helpful documentation and reports for senior leadership. Adherence to information‑security standards is also essential. The ideal candidate brings extensive experience in technical support and team management, strong communication and problem‑solving abilities, and proficiency with tools such as Microsoft Office and Salesforce. Flexibility to work across U.S. time zones and manage competing priorities is required. • Possess 8+ years of relevant experience, including 3+ years in technical/customer support leadership. • Demonstrate excellent verbal and written communication, including email correspondence. • Exhibit strong troubleshooting, problem‑solving, and customer‑service skills. • Be proficient in Microsoft Office (Excel, PowerPoint) and Salesforce. • Ability to work shifts covering all U.S. time zones and manage multiple priorities.
Requirements
- ▸8+ years
- ▸leadership
- ▸communication
- ▸troubleshooting
- ▸microsoft office
- ▸salesforce
Work Environment
Onsite