📍 Job Overview

Job Title: Technical Support Specialist III
Company: Johnson Controls
Location: Pune, Maharashtra, India
Job Type: Full-Time
Category: Technical Support
Date Posted: 2025-08-12
Experience Level: 6-8 years
Remote Status: On-site

🚀 Role Summary

Provide first-line technical support for Johnson Controls' OpenBlue Enterprise Manager, a suite of apps for monitoring and improving energy efficiency, asset performance, maintenance, and space performance.
Collaborate with development and DevOps teams to resolve complex customer issues and improve support processes.
Analyze HVAC and BAS data to identify and resolve technical issues, ensuring customer satisfaction through effective communication.

📝 Enhancement Note: This role requires a strong understanding of HVAC systems, building automation, and data analysis to provide effective technical support and collaborate with cross-functional teams.

💻 Primary Responsibilities

Data Analysis: Analyze remote data, widgets, graphs, and visuals to identify issues and problems in HVAC equipment and BAS systems.
Issue Resolution: Troubleshoot and resolve customer-reported issues by applying problem-solving skills and critical thinking, using the correct knowledge base articles.
Stakeholder Communication: Interact with customers, branch teams, and third-party partners to gather inputs and provide timely resolution updates.
Performance Tracking: Capture and report performance-related KPIs to ensure service level agreements (SLAs) are met.
Collaboration: Work closely with higher-level support teams to escalate complex customer issues and solve problems collectively.

📝 Enhancement Note: This role requires strong analytical skills, attention to detail, and the ability to work independently and in a team environment to resolve technical issues efficiently.

🎓 Skills & Qualifications

Education: Bachelor's degree in Engineering or Technology (B.E/B.Tech)

Experience: 6-8 years of experience in BMS, HVAC, or EMS fields

Required Skills:

Hands-on understanding of Building Management System (BMS) – field devices/sensors, DDC & supervisory controllers, software, internet gateways & databases
Good knowledge of HVAC systems such as Chilled Water System, Hot Water System, Boilers, Different types of AHUs, FCUs, VAV, etc.
Working knowledge of communication protocols like BACnet, MODBUS, OPC, etc.
Basic understanding of IT & OT, APIs, TCP/IP, network security, MQTT, cloud-based analytics solutions (preferred 1 year of experience)
Technical acumen for HVAC equipment (AHU, VAV, FCU, Chillers, Cooling Tower) & Control system (Building Automation System)
Ability to work under minimal supervision and exercise independent judgment

Preferred Skills:

Data analysis using spreadsheets and visualization using MS-SQL, PowerBI, etc.
Awareness of cloud technologies like – MS Azure, AWS, etc.
Working knowledge of Linux, Command line interface.
Good problem-solving, interpersonal skills coupled with verbal and written communication skills (email writing skills)
Good proficiency in MS Excel/Office 365 and other MS Office Suite (Outlook, Teams, Word, PPT, etc.)
Familiarity with service desk applications – Jira Service Management, Salesforce (preferred)

📝 Enhancement Note: Candidates with experience in data analysis, cloud technologies, and service desk applications will have an advantage in this role, as they will be better equipped to handle complex customer issues and improve support processes.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of HVAC systems and building automation by showcasing relevant projects or case studies.
Highlight problem-solving skills and data analysis capabilities through real-life examples or case studies.
Showcase proficiency in using MS Excel, PowerBI, or other data visualization tools to analyze and present data.

Technical Documentation:

Document troubleshooting steps, resolution methods, and lessons learned from previous support cases to demonstrate continuous improvement and knowledge sharing.
Create and maintain up-to-date knowledge base articles to improve support processes and reduce resolution times.

📝 Enhancement Note: As this role focuses on technical support, a strong portfolio demonstrating problem-solving skills, data analysis, and HVAC system knowledge will be crucial for success.

💵 Compensation & Benefits

Salary Range: INR 12-15 lakhs per annum (Based on experience and market standards for Technical Support Specialists in Pune, India)

Benefits:

Competitive benefits package, including health insurance, retirement plans, and employee discounts.
Opportunities for professional development, training, and career growth within Johnson Controls.

Working Hours: 40 hours per week, with flexible scheduling to accommodate maintenance windows and project deadlines.

📝 Enhancement Note: The salary range provided is an estimate based on market research for Technical Support Specialists in Pune, India. Actual compensation may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: Johnson Controls operates in the building management and HVAC industry, focusing on creating intelligent and sustainable buildings.

Company Size: Johnson Controls is a large, global organization with over 100,000 employees in more than 150 countries. This size offers opportunities for career growth and exposure to diverse projects.

Founded: 1885, with a rich history in innovation and industry leadership.

Team Structure:

The OpenBlue Global Customer Support team consists of technical support specialists, engineers, and managers who work collaboratively to provide world-class support to customers.
The team follows an Agile/Scrum methodology for project management, with regular sprint planning and continuous improvement processes.

Development Methodology:

The team uses Jira Service Management for issue tracking and project management.
They follow a structured problem-solving process, including data analysis, root cause identification, and resolution implementation.
Collaboration tools such as Microsoft Teams are used for communication and knowledge sharing.

Company Website: Johnson Controls

📝 Enhancement Note: Johnson Controls' large size and global presence offer Technical Support Specialists opportunities to work on diverse projects and grow their careers within the organization.

📈 Career & Growth Analysis

Technical Support Career Level: This role is at the intermediate level, requiring a balance between technical expertise and customer service skills. The candidate will be expected to handle complex customer issues independently while collaborating with cross-functional teams to resolve problems.

Reporting Structure: The Technical Support Specialist III will report directly to the Team Leader, who will provide guidance and mentorship. The role may also collaborate with other teams, such as development, DevOps, and customer success, to ensure customer satisfaction and improve support processes.

Technical Impact: The candidate will have a significant impact on customer satisfaction by providing efficient and effective technical support. They will also contribute to improving support processes and knowledge base articles, ensuring the team's continuous growth and success.

Growth Opportunities:

Technical Specialization: Develop expertise in specific HVAC systems or building automation technologies to become a subject matter expert (SME) in the field.
Team Leadership: Demonstrate strong leadership skills and take on mentoring responsibilities to grow into a team lead or management role.
Cross-functional Collaboration: Work closely with other teams, such as development or customer success, to gain a broader understanding of the business and identify opportunities for improvement.

📝 Enhancement Note: This role offers Technical Support Specialists the opportunity to grow their careers within Johnson Controls by developing technical expertise, honing leadership skills, and collaborating with cross-functional teams.

🌐 Work Environment

Office Type: Johnson Controls' Pune office is a modern, collaborative workspace designed to foster innovation and teamwork. The office features multiple monitors, testing devices, and comfortable workspaces to ensure optimal productivity.

Office Location(s): Pune, Maharashtra, India

Workspace Context:

Collaborative Environment: The office encourages cross-functional collaboration between technical support, development, and other teams to ensure efficient issue resolution and continuous improvement.
Technical Resources: The workspace is equipped with the necessary tools and resources to analyze data, troubleshoot issues, and communicate effectively with customers and stakeholders.
Flexible Scheduling: The work schedule is flexible, allowing team members to accommodate maintenance windows, project deadlines, and other customer support needs.

Work Schedule: The standard workweek is 40 hours, with flexible scheduling to accommodate maintenance windows, project deadlines, and customer support needs.

📝 Enhancement Note: Johnson Controls' Pune office provides a collaborative and supportive work environment, enabling Technical Support Specialists to excel in their roles and grow their careers.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screening: A brief conversation to assess communication skills, understand the candidate's background, and discuss their expectations for the role.
Technical Assessment: A hands-on test to evaluate the candidate's understanding of HVAC systems, building automation, and data analysis. The assessment may include case studies, data analysis exercises, and troubleshooting scenarios.
Behavioral Interview: A structured interview focusing on problem-solving skills, communication, and customer service. The interviewer may ask situational or behavioral questions to understand the candidate's approach to handling challenging customer issues.
Final Decision: The hiring manager will review the candidate's performance in the technical assessment and behavioral interview before making a final decision.

Portfolio Review Tips:

Highlight relevant projects or case studies demonstrating the candidate's understanding of HVAC systems, building automation, and data analysis.
Showcase problem-solving skills and the ability to communicate complex technical concepts effectively to non-technical stakeholders.
Emphasize the candidate's ability to work independently and in a team environment to resolve technical issues efficiently.

Technical Challenge Preparation:

Familiarize yourself with Johnson Controls' products and services, as well as the OpenBlue Enterprise Manager suite of apps.
Brush up on your knowledge of HVAC systems, building automation, and data analysis techniques.
Practice problem-solving skills and prepare for case studies or hands-on assessments that may be part of the interview process.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

HVAC Systems: Chillers, Boilers, Pumps, AHUs, VAVs, FCUs, BMS, BAS, HVAC, HVACR
Building Automation: BACnet, MODBUS, OPC, DDC, Supervisory Controllers, Internet Gateways, Databases
Data Analysis: Data Analysis, Spreadsheets, MS-SQL, PowerBI, MS Excel, APIs, TCP/IP, Network Security, MQTT, Cloud-based Analytics Solutions
Problem-Solving: Problem-Solving, Critical Thinking, Troubleshooting, Root Cause Analysis, Issue Resolution
Communication: Communication Skills, Customer Service, Stakeholder Management, Collaboration, Teamwork, Email Writing Skills
IT & OT: IT/OT, APIs, TCP/IP, Network Security, MQTT, Cloud Technologies, MS Azure, AWS
Service Desk Applications: Jira Service Management, Salesforce, Service Desk, Customer Support, Technical Support

📝 Enhancement Note: Including relevant keywords in the candidate's resume will help optimize their application for the Applicant Tracking System (ATS) and increase the chances of being shortlisted for the role.

🛠 Technology Stack & Web Infrastructure

HVAC & Building Automation Technologies:

HVAC Systems: Chillers, Boilers, Pumps, AHUs, VAVs, FCUs, etc.
Building Automation: BACnet, MODBUS, OPC, DDC, Supervisory Controllers, Internet Gateways, Databases
Cloud Technologies: MS Azure, AWS

Data Analysis Tools:

MS Excel, MS-SQL, PowerBI, APIs, TCP/IP, Network Security, MQTT, Cloud-based Analytics Solutions

Service Desk Applications:

Jira Service Management, Salesforce, Service Desk

📝 Enhancement Note: Familiarity with the technology stack and web infrastructure used by Johnson Controls is essential for Technical Support Specialists to provide effective support and resolve customer issues efficiently.

👥 Team Culture & Values

Johnson Controls' Values:

Customer Focus: Johnson Controls prioritizes customer satisfaction and actively listens to customers' needs to provide tailored solutions and support.
Innovation: The company encourages continuous learning and innovation, fostering a culture of improvement and growth.
Sustainability: Johnson Controls is committed to creating sustainable buildings and reducing its environmental impact through its products and services.
Integrity: The company upholds high ethical standards and expects its employees to act with honesty and integrity in all aspects of their work.

Collaboration Style:

Cross-Functional Collaboration: Johnson Controls encourages collaboration between technical support, development, and other teams to ensure efficient issue resolution and continuous improvement.
Knowledge Sharing: The company fosters a culture of knowledge sharing and learning, with regular training and development opportunities for employees.
Mentoring: Johnson Controls offers mentoring programs to help employees grow their careers and develop their skills within the organization.

📝 Enhancement Note: Johnson Controls' values and collaborative culture provide Technical Support Specialists with a supportive work environment that encourages growth, innovation, and customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

HVAC System Complexity: The candidate may encounter complex HVAC systems and building automation technologies, requiring strong technical expertise and problem-solving skills to resolve issues efficiently.
Data Analysis: The role involves analyzing large datasets to identify trends, patterns, and anomalies, which can be challenging and time-consuming.
Customer Expectations: Customers may have varying levels of technical expertise and expectations, requiring the candidate to communicate effectively and adapt their approach to meet their needs.

Learning & Development Opportunities:

Technical Specialization: The candidate can develop expertise in specific HVAC systems or building automation technologies to become a subject matter expert (SME) in the field.
Leadership Development: By demonstrating strong leadership skills and taking on mentoring responsibilities, the candidate can grow into a team lead or management role within Johnson Controls.
Cross-Functional Collaboration: Working closely with other teams, such as development or customer success, can provide the candidate with a broader understanding of the business and identify opportunities for improvement.

📝 Enhancement Note: Technical Support Specialists at Johnson Controls can overcome challenges and capitalize on growth opportunities by developing their technical expertise, honing their leadership skills, and collaborating with cross-functional teams to improve support processes and customer satisfaction.

💡 Interview Preparation

Technical Questions:

HVAC Systems: Describe the components of a typical HVAC system and explain how they work together to provide heating, ventilation, and air conditioning.
Data Analysis: Walk through a scenario where you had to analyze a large dataset to identify trends, patterns, or anomalies, and explain your approach to solving the problem.
Problem-Solving: Describe a complex technical issue you've faced in the past and explain the steps you took to diagnose, troubleshoot, and resolve the problem.

Company & Culture Questions:

Customer Focus: Explain how you would approach a difficult customer who is unhappy with the support they've received and how you would work to turn their experience around.
Innovation: Describe a time when you identified an opportunity for improvement in a technical support process and how you went about implementing a change to address it.
Sustainability: Explain how you would approach a customer who is looking to improve the energy efficiency of their building and how you would use Johnson Controls' products and services to help them achieve their goals.

Portfolio Presentation Strategy:

HVAC System Demonstration: Prepare a visual representation of an HVAC system, highlighting its components and how they work together to provide heating, ventilation, and air conditioning.
Data Analysis Demonstration: Create a sample dataset and walk the interviewer through your approach to analyzing the data, identifying trends, patterns, or anomalies, and drawing insights from the results.
Problem-Solving Demonstration: Prepare a case study or scenario that illustrates your problem-solving skills, and walk the interviewer through your approach to diagnosing, troubleshooting, and resolving a complex technical issue.

📝 Enhancement Note: Preparing for the interview by researching Johnson Controls' products and services, understanding the company's values and culture, and practicing problem-solving skills will help Technical Support Specialists make a strong impression and increase their chances of success in the role.

📌 Application Steps

To apply for the Technical Support Specialist III position at Johnson Controls:

Resume Optimization: Tailor your resume to highlight your relevant experience, skills, and accomplishments in HVAC systems, building automation, and data analysis. Include relevant keywords from the ATS Keywords list to optimize your application for the Applicant Tracking System (ATS).
Portfolio Preparation: Prepare a portfolio that showcases your understanding of HVAC systems, building automation, and data analysis. Include relevant projects, case studies, and visual representations to demonstrate your technical expertise and problem-solving skills.
Interview Preparation: Research Johnson Controls' products and services, understand the company's values and culture, and practice problem-solving skills to prepare for the technical assessment and behavioral interview. Review the technical questions, company and culture questions, and portfolio presentation strategy outlined above to ensure you're well-prepared for the interview process.
Company Research: Familiarize yourself with Johnson Controls' mission, vision, and values, as well as the company's products and services. Understand the role of the OpenBlue Enterprise Manager suite of apps in the broader context of the company's offerings and how the Technical Support Specialist III position contributes to its success.

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

Technical Support Specialist III