Asst Manager - Tech Support

What will you do?

Duties and responsibilities:

•     Provide technical and application support via phone and email as per the queues and customer needs

•    Understand the issue reported and ensure accurate resolution is provided to the customers,

backed with complete documentation

•     Develop skills on analytical thinking and holistic problem solving of technical issues to troubleshoot real-time cases, including the correct use of knowledge-based articles

•    Contributes to SOPs, new procedures and updates as needed

•     Works closely with Level 2 Engineers/team to communicate and recreate customer issues (in lab) and solve complex problems to provide customers with an all-in-one support and solution experience

•    Adherence to specific day-to-day work instructions: case management in Salesforce, reporting,

meeting the SLA’s and FCR (First Call Resolution) targets specified by the in-line Manager

•    Understand the product How you will do it? Experience required:

•    Technical experience(field) of 5- 9 years in troubleshooting below:

o  Building management Systems (BMS)/Energy Management Systems(EMS) which includes Chillers, Chilled water systems, Air Handling Units (AHU), Roof Top Units(RTU),  Variable Air Volume(VAV) and Fan Coil Units(FCU)

o Communication protocol like BACnet, MODBUS knowledge will be an added advantage

o Hot Water system and Boilers basics

o Understanding of wiring diagram is a must

Information Security Responsibilities:

•     Adhere to JCI policies, guidelines and procedures pertaining to the protection of information assets

•     Adhere to JCI product security standards and guidelines for secured software product development

•    The software, licenses, shall be deployed and used only in accordance with JCI licensing

agreements

•     Unless provided in the applicable license, notice, or agreement, copyrighted software shall not be duplicated, except for backup and archival purposes

•     Any software that is acquired illegally or does not have a valid license shall not be deployed or used. Copying of third party materials without an appropriate license is prohibited

•     The employees, contractors or third-party personnel shall not copy, extract or reproduce in any way, copyrighted material from the Internet on information systems provided by organization, other than permitted by copyright law

•     Implement appropriate physical and technical safeguards to protect the confidentiality, integrity and availability of information assets

•     All employees, contractors and third parties shall be responsible to report all information security incidents, alerts, warnings and suspected vulnerabilities, in a timely manner, and share such information only with authorized personnel

What we look for?

Qualifications:

B.E / B.Tech / M.Tech Mechanical Engineering

Knowledge, skills, and abilities required:

•    Good Knowledge of HVAC Equipment like chiller, RTU, FCU, AHU etc.

•    Good understanding of electricals

•    Able to read and interpret the wiring diagrams

•    Good verbal and written communication skills (email writing skills)

•    Basic level of proficiency in Microsoft Office Excel and Outlook

•    Strong customer service know-how

•    Escalation Management

•    Good interpersonal and problem-solving skills

•    Ability to work independently and / or in a team environment

•    Ability to work in shifts: all time zone in US (primarily 6.30pm to 3.30am IST)

•    Salesforce CRM usage will be an added advantage