職位目的與性質

此職位將為 BMS 全球產品通路合作夥伴及我們的 ABCS 通路提供技術工程支援。

能夠理解並排除產品技術問題，並能夠解決，或在需要時升級問題以獲取額外支援。

確保定期與客戶溝通支援問題的進展並完成解決。

辨識問題是否與產品製造相關，且是否在保固期內，或問題是由於錯誤安裝或客戶自行開發的韌體所造成。

在需要時為客戶提供培訓。

主要職責：

• 第一線支援與溝通： 作為客戶技術諮詢的第一聯絡點，透過電子郵件或語音信箱及時回覆，發放 RMA 編號以追蹤，並在需要時升級問題。
• 第二線支援： 調查技術問題，與研發團隊諮詢並提供解決方案。
• 現場訪視： 如有需要，前往客戶現場協助通路夥伴識別產品相關問題。
• 技術測試與知識建立： 測試設備，提升專業知識，並撰寫有用文章以充實知識庫。
• 客戶互動： 與銷售團隊合作，介紹新產品與解決方案，建立信任與長期合作關係。
• 客戶培訓： 與銷售團隊合作，介紹新產品與解決方案，建立信任與長期合作關係。
• 產品技術更新： 確保客戶獲知最新韌體更新。
• RMA 問答： 管理並協調任何 RMA 問題，負責問題識別，如產品問題無法解決，則處理產品保固退貨。

職責 / 責任：

• 負責依照區域通路主管的指導，為客戶提供 Johnson Controls 產品的一線技術支援。
• 提供卓越的客戶滿意度。
• 向客戶提供高水準專業知識，並熟悉所有 BMS 系列產品，包括 JC 及 JC 提供的第三方產品。
• 主動確保客戶獲知任何新韌體或產品改進，無論技術或非技術層面。
• 為新客戶提供產品工程與最佳實務培訓。
• 隨時更新工作/產品的技術層面並完成所有必要培訓。
• 在履行公司職責及代表 Johnson Controls 時保持整潔專業的形象。
• 對醫院等關鍵任務現場的客戶問題進行優先處理。
• 可能需要不定期出差及待命。

關鍵績效指標：

• 客戶滿意度報告與調查的正面回饋。
• RMA 保固退貨。
• 參加或提供的內部及外部培訓課程數量。

人際關係：

• 與外部及內部客戶保持良好溝通以提供支援協助。
• 優秀的時間管理與溝通技巧。
• 能夠在團隊環境中工作。
• 出色的優先順序管理能力。
• 精確的報告與保固記錄維護。
• 監控是否有產品批次出現共通問題並提出關注。
• 維護培訓資料庫及學員名單。

任職要求：

• HVAC/R 或自動控制相關專業的學士學位。
• 對 Metasys / Facility Explorer / EasyIO / Niagara 具高階知識。
• 具技術支援角色的工作經驗。
• 熟悉 IT 網路與伺服器環境。
• 至少三至五年樓宇管理系統相關經驗。
• 熟練使用 MS Word、Excel、PowerPoint。
• 具備英文書寫與閱讀能力。

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POSITION PURPOSE AND NATURE

This position will provide technical engineering support for BMS Global Products channel partners and our ABCS channel.

To be able to understand and fault find the product technical issue and to be able to resolve, or if required escalate the issue for additional support.

Ensure the customers are communicated with regularly with progress of support issue and resolve.

To identify should the issue be product manufacture related and if within warranty period. Or that issue has been created by incorrect installation or firmware developed by the customer.

To take on training as and when required for customers.

PRIMARY Responsibilities:

• First Line Support & Communications: Be the first point of contact for client technical inquiries via email or voicemail, responding promptly, issuing RMA number for tracking and escalating if required.
• Second Line Support: Investigate technical issues, consult with RnD team, and provide solutions.
• Site visits: Should the need arise, attend customer sites to assist channel partners in identifying issues, product related.
• Technical Testing & Knowledge Building: Test equipment, grow your expertise and contribute to our knowledge base with helpful articles.
• Customer Engagement: Collaborate with sales to introduce new products and solutions, building trust and long-term client relationships.
• Customer Training: Collaborate with sales to introduce new products and solutions, building trust and long-term client relationships.
• Product Technical Updates: Ensure customers are informed of new firmware updates
• RMA Q&A: Manage and co-ordinate any RMA issues, first point of issue identification, if product and cannot be resolved, process product warranty returns.

DUTIES / ACCOUNTABILITIES:

• Responsible for providing front-line technical support of Johnson Controls products to customers in line with regional channel executives.
• To provide outstanding levels of customer satisfaction
• To provide a very high level of expertise to the customer and fully conversant in all products in the BMS ranges from JC’s and third-party products supplied by JC.
• To maintain a proactive nature in assuring customers are kept up to date with any new firmware or product enhancements, both technical and non-technical.
• Training of new customers for product engineering and best practices.
• Keep up to date with the technical aspects of the job/product and undertake all required training.
• Maintain a neat and clean appearance while carrying out company responsibilities and representing Johnson Controls.
• To prioritize customer issues, on mission critical sites such as hospitals etc.
• May be required to travel and to be on-call from time to time.

KEY PERFORMANCE INDICATORS:

• Positive feedback from Customer Satisfaction reports and surveys.
• RMA Warranty Returns.
• Number of in-house and external training programs attended or given.

RELATIONSHIPS:

• Excellent Communicates with external and internal customers for support assistance.
• Exceptional time management and communication skills.
• Ability to work within a team environment.
• Excellent prioritization skills.
• Accurate report and warranty record keeping.
• Monitor if a common issue is arising from a batch of products and to raise concern.
• Maintain a training library and list of attendees.

REQUIREMENT PROFILE

• Bachelor degree, majoring in HVAC/R or Automation Controls.
• High-level knowledge of Metasys / Facility Explorer / EasyIO / Niagara.
• Previous experience in technical support role.
• Skills in IT networks and server environments.
• Minimum three to five years’ experience in Building Management Systems.
• Competent computer skills in MS Word, Excel, PowerPoint.
• English written & reading skills.