Technical Support Advisor at Johnson Controls

📍 Job Overview

Job Title: Technical Support Advisor
Company: Johnson Controls
Location: Manchester, United Kingdom
Job Type: Full-Time, On-Site
Category: Customer Support, Technical Support
Date Posted: July 3, 2025

🚀 Role Summary

Provide technical support to field engineers and customers for security alarm systems.
Diagnose and troubleshoot security alarm faults using a broad range of monitoring and programming software.
Deliver excellent customer service to external residential and commercial customers.
Handle bespoke and high-security customer requirements with discretion.
Assist field engineers to ensure remote connectivity to alarm systems.

📝 Enhancement Note: This role requires strong problem-solving skills, excellent communication, and the ability to convey technical information to a non-technical audience. Experience in technical problem-solving and customer service over the phone is preferred.

💻 Primary Responsibilities

Technical Support: Diagnose and troubleshoot security alarm faults using various software tools.
Customer Service: Provide exceptional support to customers, ensuring their alarm systems remain functional and secure.
Admin Tasks: Handle administrative tasks and maintain accurate records related to customer support and alarm system management.
Field Engineer Assistance: Collaborate with field engineers to ensure remote connectivity to alarm systems.
High-Security Customer Handling: Manage bespoke and high-security customer requirements with discretion and professionalism.

📝 Enhancement Note: The primary focus of this role is to provide timely and effective technical support to customers and field engineers, ensuring the smooth operation of security alarm systems.

🎓 Skills & Qualifications

Education: High school diploma or equivalent.

Experience: No specific experience required, but experience in technical problem-solving and customer service over the phone is preferred.

Required Skills:

Strong problem-solving skills
Excellent communication skills
Ability to convey technical information to a non-technical audience
Attention to detail
Discretion and professionalism when handling high-security customer requirements

Preferred Skills:

Experience in technical problem-solving
Experience providing customer service over the phone
Background in customer service

📝 Enhancement Note: While no specific experience is required, candidates with experience in technical problem-solving and customer service over the phone will have an advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through real-life examples or case studies.
Showcase strong communication skills through customer service scenarios or testimonials.
Highlight any experience in technical support or customer service, with a focus on security systems or related industries.

Technical Documentation:

Provide examples of accurate record-keeping and administrative tasks related to customer support.
Demonstrate understanding of security alarm systems and their components.

📝 Enhancement Note: As this role does not require a traditional web portfolio, focus on demonstrating problem-solving skills, communication abilities, and any relevant experience in customer service or technical support.

💵 Compensation & Benefits

Salary Range: £18,000 - £22,000 per annum (based on UK market research for entry-level customer support roles)

Benefits:

Competitive salary
Generous holiday allowance (33 days per year, including bank holidays)
Comprehensive benefits package, including pension, life assurance, employee assistance program, referral schemes, employee discounts, Cycle-to-Work scheme, and discounts on Johnson Controls security products.
Extensive training opportunities
Collaborative team environment
Career development opportunities

Working Hours: 40 hours per week, including weekend work and variable start and finish times on a day shift.

📝 Enhancement Note: The salary range provided is based on UK market research for entry-level customer support roles. Benefits are tailored to the UK market and may vary for international locations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Johnson Controls is a global leader in smart, healthy, and sustainable buildings, providing a wide range of products and services to ensure the safety, security, and efficiency of buildings worldwide.

Company Size: Medium to large-sized company with over 100,000 employees globally.

Founded: 1885 (as a part of York International Corporation; merged with Johnson Controls in 2005)

Team Structure:

The ADT team supports over 300,000 customers annually, ensuring they remain safe and secure with a fully functioning alarm system.
The team consists of technical support advisors who work closely with field engineers to provide exceptional customer service and technical support.

Development Methodology:

The team follows a structured approach to customer support, with clear processes for diagnosing and troubleshooting security alarm faults.
Ongoing training and development opportunities are provided to ensure team members stay up-to-date with the latest products and technologies.

Company Website: Johnson Controls

📝 Enhancement Note: Johnson Controls is a well-established company with a strong focus on customer service and technical support. The ADT team plays a crucial role in ensuring the safety and security of customers worldwide.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level to intermediate customer support role with opportunities for career development within the company.

Reporting Structure: The Technical Support Advisor role reports directly to the Team Leader or Manager within the ADT team.

Technical Impact: The role has a direct impact on customer satisfaction and the overall performance of security alarm systems. Technical support advisors play a crucial role in ensuring the smooth operation of alarm systems and providing exceptional customer service.

Growth Opportunities:

Career development opportunities within the ADT team, such as promotions to Team Leader or Manager roles.
Opportunities to explore other roles within Johnson Controls, such as field engineer or sales positions.
Access to extensive training opportunities to develop technical skills and advance career progression.

📝 Enhancement Note: This role offers opportunities for career development within the ADT team and the wider Johnson Controls organization. Candidates can expect to gain valuable experience in customer service and technical support, with the potential to progress to more senior roles over time.

🌐 Work Environment

Office Type: Modern, collaborative office environment with a focus on teamwork and customer service.

Office Location(s): Manchester, United Kingdom

Workspace Context:

The workspace is designed to facilitate collaboration and communication between team members.
Team members have access to the necessary tools and resources to provide exceptional customer service and technical support.
The office environment is dynamic and fast-paced, with a focus on delivering high-quality customer service and technical support.

Work Schedule: Full-time, office-based position on a day shift with variable start and finish times, including weekend work.

📝 Enhancement Note: The work environment at Johnson Controls is collaborative and customer-focused, with a strong emphasis on teamwork and exceptional customer service. The office is designed to facilitate communication and collaboration between team members, ensuring the smooth operation of security alarm systems and the delivery of high-quality customer support.

📄 Application & Technical Interview Process

Interview Process:

Phone Screening: A brief phone call to assess communication skills and initial fit for the role.
Technical Assessment: A practical assessment to evaluate problem-solving skills and understanding of security alarm systems.
Face-to-Face Interview: A formal interview to discuss the role, team dynamics, and career development opportunities.
Final Decision: A decision will be made based on the candidate's performance throughout the interview process.

Portfolio Review Tips:

Highlight any experience in customer service or technical support, with a focus on security systems or related industries.
Provide examples of problem-solving skills and strong communication abilities.
Demonstrate understanding of security alarm systems and their components.

Technical Challenge Preparation:

Brush up on knowledge of security alarm systems and their components.
Prepare for practical assessments that test problem-solving skills and understanding of security alarm systems.
Familiarize yourself with the Johnson Controls company culture and values.

ATS Keywords: Problem-solving, communication, customer service, technical support, security alarm systems, administrative tasks, record-keeping, high-security customer requirements, discretion, professionalism, teamwork, collaboration, customer satisfaction, career development, training opportunities.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's problem-solving skills, communication abilities, and understanding of security alarm systems. The portfolio review and technical challenge preparation tips are tailored to help candidates demonstrate their suitability for the role and showcase their relevant experience and skills.

🛠 Technology Stack & Web Infrastructure

Relevant Technologies:

Security alarm systems and their components
Monitoring and programming software
Customer relationship management (CRM) software
Administrative tools and platforms

📝 Enhancement Note: As this role is focused on customer support and technical troubleshooting for security alarm systems, the relevant technologies are primarily related to security alarm systems and their components, as well as customer relationship management software and administrative tools.

👥 Team Culture & Values

Web Development Values:

Customer focus: Prioritize customer satisfaction and deliver exceptional customer service.
Teamwork: Collaborate with team members to ensure the smooth operation of security alarm systems and the delivery of high-quality customer support.
Continuous learning: Stay up-to-date with the latest products and technologies to provide the best possible customer service and technical support.
Professionalism: Maintain a high level of discretion and professionalism when handling high-security customer requirements.

Collaboration Style:

Collaborative: Work closely with team members to ensure the smooth operation of security alarm systems and the delivery of high-quality customer support.
Knowledge-sharing: Share knowledge and expertise with team members to improve overall performance and customer satisfaction.
Cross-functional: Collaborate with other departments, such as field engineers and sales teams, to ensure the smooth operation of security alarm systems and the delivery of high-quality customer support.

📝 Enhancement Note: The team culture at Johnson Controls is collaborative and customer-focused, with a strong emphasis on teamwork and exceptional customer service. The team values continuous learning and professionalism, with a commitment to staying up-to-date with the latest products and technologies to provide the best possible customer service and technical support.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting security alarm faults using a broad range of monitoring and programming software.
Handling bespoke and high-security customer requirements with discretion and professionalism.
Providing excellent customer service to external residential and commercial customers.

Learning & Development Opportunities:

Ongoing product training and cross-training opportunities to stay up-to-date with the latest products and technologies.
Access to outstanding resources and tools to support career development and growth.
Opportunities to explore other roles within Johnson Controls, such as field engineer or sales positions.

📝 Enhancement Note: This role presents technical challenges related to troubleshooting security alarm faults and handling high-security customer requirements. The learning and development opportunities are tailored to help candidates stay up-to-date with the latest products and technologies and support career development and growth within the company.

💡 Interview Preparation

Technical Questions:

Security Alarm Systems: Demonstrate understanding of security alarm systems and their components.
Troubleshooting: Explain your approach to troubleshooting security alarm faults using monitoring and programming software.
Customer Service: Describe your experience in customer service and how you would handle difficult or high-security customer requirements.

Company & Culture Questions:

Johnson Controls: What do you know about Johnson Controls and our products and services?
ADT Team: How do you think you would fit into the ADT team and contribute to our success?
Career Development: What are your long-term career goals, and how does this role fit into your plans?

Portfolio Presentation Strategy:

Highlight any experience in customer service or technical support, with a focus on security systems or related industries.
Provide examples of problem-solving skills and strong communication abilities.
Demonstrate understanding of security alarm systems and their components.

📝 Enhancement Note: The technical and company & culture questions are designed to assess the candidate's understanding of security alarm systems, troubleshooting skills, and customer service experience. The portfolio presentation strategy tips are tailored to help candidates demonstrate their suitability for the role and showcase their relevant experience and skills.

📌 Application Steps

To apply for this Technical Support Advisor position:

Submit your application through the Johnson Controls careers portal.
Tailor your resume to highlight your problem-solving skills, communication abilities, and any relevant experience in customer service or technical support.
Prepare for the phone screening, technical assessment, and face-to-face interview by familiarizing yourself with security alarm systems, troubleshooting techniques, and customer service best practices.
Research Johnson Controls and the ADT team to demonstrate your understanding of the company and its products and services.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Advisor