Johnson Controls Looking for Senior Team Lead – Licensing & Tech Support at Pune, Maharashtra Full Time

Job Responsibilities Support Activities: Assists the field engineers with licensing issues which includes handling support phone calls, emails, remote session, etc. to resolve and provide solutions and answers to all inquiries, across all regions worldwide (global support role).

Able to document licensing issues accurately so that issues can be tracked, escalated and closed with satisfaction for all stakeholders (internal, customers and partners). Enter all problems into our databases and CRM so that all that information can be tracked and utilized for betterment of customer service both internally and externally. Fulfils all other relevant licensing support duties, as defined by the manager real-time, in order to be successful within the extended technical support department. Works according given instructions and within quality procedures and –regulations, as described in the quality manual, in such way that internal and external quality demands are met. Works, according to given policies and guidelines regarding HSE, in such way that for the employee self and his colleges a safe, healthy and pleasant work environment is created. Follows the respective shift and schedule adherence norms. Technical Training and Development: Receives licensing related product training according to management guidelines, within office training facilities or virtually via our online collaboration tools, so that all our customers’ support requirement are satisfactorily met with. Participates in training preparation tasks for the class, according to manuals, in such a way that it is fully operational beforehand, and thereby the training activities don’t face unnecessary delays. Prepares training materials and knowledge articles, meeting or exceeding technical standards and within management guidelines/format, so that that everyone within team receives up to date professional documentation and information. Assists in the design and modification of training courseware or knowledge articles, according to the received guidelines, so that up to date and high standard technical bulletins can be presented to our customers or channel partners. Team Management: Manage all day-to-day admin and operational activities concerning direct reports Coach, Mentor and Guide Team Members to align with team and business goals Get results through service excellence by being agile and adaptive to changing business and customer needs