JOB DESCRIPTION

Job title

Analyst - Customer Success

Job role

Analyst - Customer Success

Reports to

Global Support Manager - OpenBlue

Job Objective / Purpose

Our mission is to be customer centric in all that we do. We actively listen, seek understanding, and proactively communicate while ultimately driving the most appropriate and fastest resolution to meet our customer’s needs within our digital landscape.

The candidate will work with leading-edge technologies & IoT platform in Digital Solution – OpenBlue Global Customer Support team. Primary role is to provide world class technical support to Johnson Controls OpenBlue Enterprise Manager (It is a suite of apps to monitor and improve energy efficiency, asset performance, maintenance, and space performance for occupant comfort and satisfaction) This role will be interacting with end customers, branch teams and third-party partners to provide first level technical support. The support will include providing resolution based on analysis of HVAC & BAS data generated by IoT platform. It will also involve extensive collaboration with development & DevOps team to seek faster resolution times.

Duties and Responsibilities

Understand scope of services, SLA depending on issue severity Analyze remote data, widgets, graphs, visuals to identify issues, problems in HVAC equipment (Chillers, boilers, pumps, CTs, AHU, VAVs etc.) Understand data flow from source BAS to IoT platform and analyze data related issues like bad, unreliable data Able to co-relate multiple parameters and arrive at workable solutions Interact with all relevant internal and external stake holders to get all required inputs necessary for solving issues Understand the customer reported issue to ensure accurate resolution or escalation, Apply problem solving skills, critical thinking an analysis during troubleshooting by application of correct knowledgebase articles. Work closely with higher level support teams to escalate customer issues and solve complex problems.

Qualifications

B.E / B. Tech

Experience

(Overall, 2-4 yrs.)

Field experience in BMS, HVAC, EMS 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 protocol like BACnet, MODBUS, OPC etc. Basic understanding of IT & OT, APIs, TCP IP, network security, MQTT, cloud-based analytics solutions (Preferred 1 yr. 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. Will be managed and mentored by on-job team leader.

Knowledge & 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.)