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Who we are? About Johnson Controls Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.
Visit johnsoncontrols.com for more information and follow @Johnsoncontrols on social platforms. 
Why JCI: https://www.youtube.com/watch?v=nrbigjbpxkg
Asia-Pacific LinkedIn: https://www.linkedin.com/showcase/johnson-controls-asia-pacific/posts/?feedView=all
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What will you do?
- Lead and manage advanced technical support operations, ensuring high service quality and customer satisfaction.
- Define and execute the strategic roadmap for support functions in alignment with business and product goals.
- Own and drive resolution of critical and complex customer escalations.
- Collaborate with Product, Engineering, and Customer Success teams to resolve systemic issues and improve product quality.
- Represent the support organization in product development lifecycle discussions, advocating for customer needs and supportability.
- Identify opportunities for process improvements and implement innovative solutions to enhance support efficiency.
- Develop and maintain support tools, knowledge bases, and troubleshooting frameworks.
- Analyze support trends and metrics to drive continuous improvement and proactive issue resolution.
- Mentor and guide junior engineers; contribute to training and skill development programs.
- Ensure adherence to service level agreements (SLAs) and operational excellence standards.
What we look for?
- Bachelor’s degree in Engineering, Information Technology, or a related field (or equivalent combination of education and experience).
- Minimum 6 years of experience in technical support, customer support engineering, or related domains.
- Strong experience in handling complex technical environments and enterprise-level customer issues.
- Proven ability to lead escalations and work cross-functionally with engineering and product teams.
- Familiarity with support tools, ticketing systems, and monitoring platforms.
What We Offer
We offer an exciting and challenging position. Joining us you will become part of a leading global multi-industrial corporation defined by its stimulating work environment and job satisfaction. In addition, we offer outstanding career development opportunities which will stretch your abilities and channel your talents
Diversity & Inclusion Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate.  Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands.