Director-DS Technical Services, India

About Johnson Controls

At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.

What you will do:

• This position is fully responsible for setting the direction, goals, and plans of the technical support group while directing and coordinating the day-to-day activities of the department. You will oversee the investigation of customer complaints regarding quality, tolerances, specifications, and the delivered condition of products.
• Develop and implement a comprehensive strategy for the technical support team to enhance customer experience and operational efficiency.
• Lead, mentor, and empower a high-performing technical support team, fostering a culture of continuous improvement, accountability, and excellence.
• Establish key performance indicators (KPIs) and metrics to evaluate team performance and drive improvements in service delivery.
• Regularly analyze customer feedback and service trends to identify opportunities for enhancing support processes and product offerings.
• Ensure that the technical support operations comply with company policies, industry standards, and regulatory requirements.
• Act as a key liaison between customers and internal teams, delivering insights and recommendations to senior management regarding customer needs and market trends.
• Stay informed about industry best practices and technological advancements to maintain competitiveness in the market.

How you will do it:

• Lead and develop the technical support team, providing guidance, training, and support to create a best-in-class service organization.
• Collaborate with cross-functional teams to align technical support objectives with broader business goals.
• Directly manage day-to-day operations, ensuring effective handling of customer inquiries and complaints.
• Analyze customer feedback to identify trends and areas for improvement in product quality and service delivery.
• Implement and monitor metrics to assess performance and drive continuous improvement.
• Ensure compliance with company standards and practices in all support operations.

What we look for:

• University degree or Equivalent combination of education and experience.
• A minimum of 15 years of experience in a technical support or related field, with at least 5 years in a managerial role.
• Demonstrated success in managing technical support operations and leading cross-functional teams.
• Exceptional problem-solving skills, with a customer-focused approach and keen attention to detail.
• Strong interpersonal and communication skills, capable of effectively interacting with customers, stakeholders, and team members at all levels.
• Proficient in using technology and software tools to manage support processes, analyze data, and enhance customer engagement.
• Willingness to travel as necessary to support customer and business needs.

www.johnsoncontrols.com/tomorrowneedsyou.