EOC OpenBlue Service Expert

• Perform OB CEP reviews, analyze, generate insights report, document observations and provide recommendations to branches and customers.
• Provide feedback on the serviceability of our chillers and connected equipment portal.
• Work with the field, help connect chillers
• Deploy HVAC Domain specific playbooks to deliver and document remote services: standard processes, practices, service delivery SLAs, workflow tracking, and service partners supervision with each country served
• Compliance: Manage all compliance activities for the EOC
• Operations management

• Ensure procedures are followed and updated as needed, including operations as communication procedures
• Design and enforce request handling and escalation policies and procedures.
• Ensure escalations are resolved in a timely manner.
• Reviews reports generated by others to ensure quality and accuracy.
• Collaborate

• Collaborate with global Team members
• Coordinate as needed with the local support center to address issues
• Interface with internal and external customers to prevent and/or mitigate issues
• Diagnoses complex chillers
• Know the HVAC portfolio in JCI
• Consults with the customer through data gathered and site assessments. Provides field proposals for retrofits, upgrades, and or enhancements to existing equipment. Assists sales by providing technical recommendations for sales leads.
• Manages assigned work to meet professional and efficient execution of time and customer satisfaction. Reports problems or management changes immediately.
• Communicates with customers (internal and external). Ensures high levels of customer satisfaction. Meets regularly with customers to become familiar with operating problems. Keeps customers informed on the nature of service provided and outstanding issues and recommends system enhancements, upgrades, and/or replacements.
• Adheres to all Johnson Controls and customer safety standards.
• Conducts extensive self-study (reading, research, and practice) to improve and maintain technical proficiency in the company's product lines.
• Plan, prepare and conduct training for local field offices and other chiller experts where required on remote chiller diagnostics, CEP and gather voice of technician feedback for continuous improvement.
• Provide inputs, guidance and participate in OpenBlue platform roadmap and enhancements in particular on how particular features and functionality will enable greater customer (internal and external) value.

• 5+ years’ experience with Chiller diagnostics, maintenance, repair and trouble shooting.
• General overall knowledge of HVAC equipment, building automation systems and energy management and monitoring systems.
• Able to solve complex service operational and maintenance problems.
• Able to communicate professionally with customers at all levels, internal and external.
• Possess appropriate industry certifications.
• Demonstrated leadership abilities, organizational, communication and interpersonal skills.
• Some travel may be required (less than 10% anticipated).
• Ability to work in a high paced service environment with shifting priorities.
• Work with other cross functional teams to develop and deploy new services to be delivered by the field and Predictive Team.

• General computer and mobile application skills would be preferred and are a key part of future development in this position.

Johnson Controls