Field Tech Support Engineer – Sensormatic Solutions Sensormatic Solutions, a unit of Johnson Control, is a leading global provider of integrated performance and security solutions for retailers, currently deployed in more than 80 percent of the world's leading retailers. What you will do… Provide Level 3 technical support via phone, email and chat technology along with onsite visits on RFID solutions and applications to Technical Support Level 1 and 2, Field Engineers and Technicians, providing continuous improvement feedback to Product Managers, Development Engineers, Technical Writers and Training. RFID Solutions deployment follow up for one of our main retail customers worldwide. How you will do it Troubleshoot and resolve escalated RFID solution problems. Utilize lab environment to research, replicate, determine root cause and test solutions to field and customer reported problems. Create and document product application and problem solution articles in a support Knowledge Base. Document accurate case records of customer issues, status progress and problem resolutions. Manage the action plan of cross functional teams to resolve escalated customer or systemic product issues. Team with development engineering and 3rd party suppliers to expedite field reported problems to resolution. Provide technical review of new products and associated literature for accuracy, completeness, and troubleshooting content. Perform online and onsite customer technical support as needed. Participate in and provide technical support on new product Alpha & Beta test sites. Provide technical training of new solutions to our field engineers and technical teams. Follow up the deployment of the RFID solutions with the customer and internal teams. Test products in customer applications. Support onsite troubleshooting of products. Write reports to document test processes. Travel to customer sites as necessary to solve issues and test new products. Participate in frequent meetings with development teams to solve product issues. What we are looking for… Bachelor's degree in computer science, Engineering, Information Technology or related field. Technical support experience in RFID technology, IT systems or related industry. Proficient in Microsoft Office applications, such as Word, Excel, Visio and Power Point, etc. Basic knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP\IP Networking MQTT knowledge would be desirable. High level of English. SKILLS Communication Skills Problem resolution Customer focused Multitasking Proactivity What we offer Johnson Control offers an interesting compensation package according to your qualification and experience. You can enjoy an attractive package of social benefits such as life and accident insurance, and the possibility of opting for Flexible Remuneration, which allows obtaining external services, at agreed prices and with significant tax exemptions by contracting medical insurance, childcare check and food tickets . In addition to our salary policy, job stability, training, the possibility of professional development, and an excellent work environment, are part of our employee benefits package. Working with us you will be part of a global company that welcomes diversity, rewards work well done and inspires people to achieve their best. In an environment that is constantly evolving, we will put the pillars so that you can develop a professional path that is as unique as you. As a member of our team, you will have the opportunity to make a difference. The world is waiting for you, and so are we. Who we are At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers, and manufacturing. With a global team of 105,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers' mission. Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco, York, Metasys, Ruskin, Titus, Frick, Penn, Sabroe, Simplex, Ansul, and Grinnell; SENSORMATIC Solutions. For more information, visit www.johnsoncontrols.com
