Remote Fire System Support Representative

What you will do
Support the dedicated Fire Remote Solutions and Services team within Johnson Controls and other Business Units as required. Provide remote diagnostic and technical reporting/support for customers, Johnson Controls technicians and authorized contractors. There will be a requirement to work with customers, technicians, and contractors throughout the continental U.S. and Canada. This position requires a high degree of technical ability to research and resolve issues on FireLite, Silent Knight, DMP, Radionics, Focus, Vista, and DSC panels.
How you will do it

• Perform scheduled, routine remote diagnostics on fire alarm systems.
• Take inbound phone calls to assist end users, JCI technicians, and contractors with technical issues by performing remote diagnostics.
• Generate field service work orders when unable to resolve customer issues.
• Keep up to date on changes and new developments in products and technology.
• Create detailed documentation/incident reporting of troubleshooting and diagnosis of customer equipment.
• Deliver routine and on time reporting to the customer regarding their system, status, health, and compliance status.
• Perform other custom support functions as stated in customer contracts as it relates to compliance or their fire alarm systems.

• Perform remote upload/download of panels.
• This is a remote (work from home) position requiring access to high-speed internet.

What we look for

• Excellent problem-solving and communication skills.
• Ability to troubleshoot technical issues remotely by phone.
• 6 years of experience installing and/or servicing fire alarm/security products or technical/remote support of same.
• Demonstrated knowledge of various fire panels and combo panels: FireLite, Silent Knight, DMP, Radionics, Focus, Vista, and DSC panels.
• Strong computer skills/knowledge and competency in Microsoft Windows & Office products.
• Knowledge of NFPA fire code.
• High School or Equivalent
• Ability to read blueprints and technical documentation.

Preferred

• NICET Level 2 or greater in Fire Alarm Systems preferred.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.