30 IT Specialists jobs in Waukesha

Job Details

Division: Rytec Corporation

Location: Jackson, WI, United States

Other Available Locations: N/A

Welcome to Nucor, where our unique culture sets us apart. Joining Nucor means becoming part of North America's largest steel and steel products manufacturer, offering unmatched career opportunities and stability. We are known for our innovative sustainability practices and are the continent's largest recycler. Our vibrant culture, built on personal connections and teamwork, empowers every team member with the freedom to innovate and contribute to our collective success. Experience a workplace where safety, efficiency, and meaningful personal connections define every day, enriching both our teammates and the communities we serve.

Nucor supports its teammates with top-tier benefits like Medical, Dental, Vision, and Disability Insurance, 401K and Roth accounts, Profit sharing, Pay-for-performance bonuses, Paid parental leave, Tuition reimbursement, Stock program, Scholarships and more.

Basic Job Functions:

The Technical Support Specialist I is responsible for providing technical problem resolution to the dealers and end-users. The Technical Support Specialist will strive to provide the highest level of customer service, by clearly communicating technical solutions in a user-friendly, professional manner.

• Provide technical support resolution via phone and email with end-users, contractors and dealer network
• Resolve electrical and mechanical problems that could be encountered before, during, and after product installation
• Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner
• Accurately process and properly record call and email transactions utilizing computer software programs
• Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience
• Assist Engineering on R&D projects both in house and in the field
• Offer technical guidance to the Parts department involving custom orders
• Travel occasionally to customer sites to resolve problems that need onsite assistance

Safety is the most important part of all jobs within Nucor; therefore, candidates must be able to demonstrate the ability to initiate, lead, and uphold safety policies, practices, procedures, and housekeeping standards at all times.

Minimum Qualifications:

• Industry experience in high speed doors, material handling or dock levelers is preferred.
• Commercial or industrial electrical background and working knowledge of relay logic, electrical control systems, and solid-state technology.
• Excellent verbal and written communication skills with an emphasis on proper phone etiquette
• Working knowledge of Sales Force, and working with Five9 phone system
• Learn how to properly document a call with proper category and codes
• Using the SAP sandbox to work on mock quotes and orders
• High attention to detail and accuracy for problem analysis and solutions
• Mechanical aptitude
• Possess a valid passport
• Ability to read, analyze, and interpret technical manuals & drawings. Ability to write routine reports and correspondence. Ability to speak clearly and effectively before customers or employees of organization. Ability to effectively present information to management.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Ability to draw and interpret bar graphs.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Customer Focus: Deliver products and services when and where the customer needs them. Explore options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied.
• Analysis/Reasoning: Examine data to grasp issues, draw conclusions, and solve problems by identifying relevant facts.
• Product Knowledge/Application: Knows product features; demonstrates knowledge of current business practices and appropriate product applications. Works collaboratively to analyze information and develop solutions.
• An occasional amount (20%) of domestic travel for company business will be required through various modes of transportation (car, airplane, etc.).

Preferred Qualifications:

• Associate's degree or equivalent from two-year College or Technical school desired; or two to four years related customer service/troubleshooting experience and/or training; or equivalent combination of education and experience.

Nucor is an Equal Opportunity/Affirmative Action Employer - M/F/Disabled/Vets - and a drug - free workplace

Job Details

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Welcome to Nucor, where our unique culture sets us apart. Joining Nucor means becoming part of North America's largest steel and steel products manufacturer, offering unmatched career opportunities and stability. We are known for our innovative sustainability practices and are the continent's largest recycler. Our vibrant culture, built on personal connections and teamwork, empowers every team member with the freedom to innovate and contribute to our collective success. Experience a workplace where safety, efficiency, and meaningful personal connections define every day, enriching both our teammates and the communities we serve.

Nucor supports its teammates with top-tier benefits like Medical, Dental, Vision, and Disability Insurance, 401K and Roth accounts, Profit sharing, Pay-for-performance bonuses, Paid parental leave, Tuition reimbursement, Stock program, Scholarships and more.

Basic Job Functions:

The Technical Support Specialist I is responsible for providing technical problem resolution to the dealers and end-users. The Technical Support Specialist will strive to provide the highest level of customer service, by clearly communicating technical solutions in a user-friendly, professional manner .

• Provide technical support resolution via phone and email with end-users, contractors and dealer network

• Resolve electrical and mechanical problems that could be encountered before, during, and after product installation

• Communicate and coordinate with internal departments to ensure accurate resolution in a timely manner

• Accurately process and properly record call and email transactions utilizing computer software programs

• Assist in department process improvements to maintain and improve upon the industry leading Technical Support experience

• Assist Engineering on R&D projects both in house and in the field

• Offer technical guidance to the Parts department involving custom orders

• Travel occasionally to customer sites to resolve problems that need onsite assistance

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Minimum Qualifications:

• Industry experience in high speed doors, material handling or dock levelers is preferred.

• Commercial or industrial electrical background and working knowledge of relay logic, electrical control systems, and solid-state technology.

• Excellent verbal and written communication skills with an emphasis on proper phone etiquette

• Working knowledge of Sales Force, and working with Five9 phone system

• Learn how to properly document a call with proper category and codes

• Using the SAP sandbox to work on mock quotes and orders

• High attention to detail and accuracy for problem analysis and solutions

• Mechanical aptitude

• Possess a valid passport

• Ability to read, analyze, and interpret technical manuals & drawings. Ability to write routine reports and correspondence. Ability to speak clearly and effectively before customers or employees of organization. Ability to effectively present information to management.

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Ability to draw and interpret bar graphs.

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

• Customer Focus: Deliver products and services when and where the customer needs them. Explore options when unable to deliver a requested product or service, and pursues solutions until the customer is satisfied.

• Analysis/Reasoning: Examine data to grasp issues, draw conclusions, and solve problems by identifying relevant facts.

• Product Knowledge/Application: Knows product features; demonstrates knowledge of current business practices and appropriate product applications. Works collaboratively to analyze information and develop solutions.

• An occasional amount (20%) of domestic travel for company business will be required through various modes of transportation (car, airplane, etc.).

Preferred Qualifications:

• Associate's degree or equivalent from two-year College or Technical school desired; or two to four years related customer service/troubleshooting experience and/or training; or equivalent combination of education and experience.

Nucor is an Equal Opportunity/Affirmative Action Employer M/F/Disabled/Vets and a drug free workplace

**Calling all innovators - find your future at Fiserv.**
We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day - quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
**Job Title**
Client Technical Support Apprentice
**What does a successful Client Technical Support Apprentice do at Fiserv?**
Imagine kickstarting your career with an apprenticeship that offers hands-on experience and a solid foundation in technology! As an apprentice, you'll dive into the tech world with 9 weeks of Related Technical Instruction (RTI) followed by On-the-Job Training (OJT). RTI gives you the skills and knowledge in a classroom setting, then OJT lets you apply what you've learned in real-world projects. It's an incredible opportunity to grow, learn, and make a difference at Fiserv.
**Note:** To be eligible for this apprenticeship, you must reside within the city of Milwaukee.
As a Client Technical Support Representative Apprentice at Fiserv, you will serve as the client's point of contact for resolving product and service-related issues. You'll be a vital part of a dedicated team known for efficiently and accurately addressing client questions and issues. Throughout the 9-week Related Technical Instruction in Milwaukee, WI, you will gain the knowledge and hands-on experience needed to provide exceptional support for our products and services. No prior industry experience is required-this is an entry-level position designed for career starters through our apprenticeship program. This role is designed to help you develop a robust understanding of Fiserv's systems and products, setting you up for a successful career in Client Services.
**What you will do:**
+ Participate in a 9-week comprehensive Related Technical Instruction, which includes both classroom instruction and on-the-job training.
+ Provide proactive outreach and timely responses to client service questions and product support after the training.
+ Serve as an escalation point for product and service-related issues from clients post-training.
+ Learn more about how Fiserv's products and solutions work together.
+ Log and track all cases and tasks in our tracking tool and become proficient in doing so during the apprenticeship.
+ Collaborate with other support entities, such as development and product management, to resolve client issues.
+ Analyze assigned cases for trends and communicate findings to appropriate teams.
**What you will need to have:**
+ High school diploma or GED and/or equivalent military experience.
+ Must be a resident of the City of Milwaukee for the duration of the Apprentice Program.
+ 1+ years of experience in a client support role.
+ 1+ years of experience with Microsoft Office Products in a work, military, or school environment.
**What would be great to have:**
+ U.S. Military experience.
+ Eagerness to learn, a proactive approach to solving issues, and strong analytical skills with the ability to communicate findings effectively.
+ Experience in Banking, Product Support, Client Service, or collaborative troubleshooting gained through academic or practical experience.
+ Ability to interact with technical teams and build working networks.
+ Knowledge of Fiserv products and services is a plus but not required as you will receive comprehensive training during your apprenticeship.
+ Basic understanding of case management applications and ability to prioritize workload.
+ Familiarity with case tools such as ServiceNow or other ticketing systems would be beneficial.
+ Financial industry experience or a strong interest in financial technology services.
**Perks at Work:**
+ We're #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
+ Maintain a healthy work-life balance with paid holidays, generous time off policies, including Recharge & Refuel time for qualifying associates, and free counseling through our EAP.
+ Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
+ Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
+ Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
+ Advance your career with training, development, certification, and internal mobility opportunities.
+ Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
**In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship, now or in the future.**
This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.
It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.
_Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate._
Thank you for considering employment with Fiserv. Please:
+ Apply using your legal name
+ Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
**Our commitment to Equal Opportunity:**
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.
**Note to agencies:**
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
**Warning about fake job posts:**
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Associate Industrial Technical Support Specialist is responsible for providing technical support to our authorized dealer network including fielding and resolving technical service issues, troubleshooting support, and authorizing warranty repairs autonomously with guidance from leadership and higher-level support specialists.

Major Responsibilities:

• Answer inbound calls and respond to emails from Dealer Technicians including master technicians and answer standard questions over the phone.

• Provide accurate, timely, and descriptive notes during calls.

• Solves routine to non-routine problems.

• Instruct new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.

• Troubleshoot with the dealer technician to resolve issues with the product in the field.

• Assist with on-site troubleshooting, diagnosis, and repair as required.

• Gather and prepare documentation regarding product failure for further analysis by quality and engineering teams.

Minimum Job Requirements:

• Associate's degree automotive or diesel technology or equivalent experience in relevant technical field.

• Basic technical experience in automotive repair, diesel engines, gaseous engines, or generators

Knowledge / Skills / Abilities

• Basic understanding of mechanical and electrical (AC/DC) fundamental theory.

• Be able to read and follow wiring diagrams and schematics.

• Excellent Customer Service skills.

• Ability to communicate verbally and in writing in a professional manner.

• Basic understanding and knowledge of engine diagnostics and troubleshooting of gensets.

• Ability to remain calm in high-stress situations.

• Solid knowledge of Microsoft office suite.

• Developing leadership competencies.

• An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.

• Demonstrated Problem-solving skills.

• Basic knowledge of control system programming.

Preferred Job Requirements:

• Bachelor's Degree in a technical field

• AC or DC Electrical experience

• Experience working with SAP, GenService, Salesforce and Windchill

• Bilingual Spanish

Great Reasons to work for Generac:

• Competitive Benefits: Health, Dental, Vision, 401k and many more

• Free onsite gym open Monday through Saturday for Generac employees

• We offer product loan (for up to 4 days) and discount programs

• Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators

• Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.

• We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.

• We're an inclusive company that celebrates differences and keeps equity and respect at the forefront.

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."

Our success is directly tied to our employees' professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Senior Industrial Technical Support Specialist is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.

This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.

Major Responsibilities:

• Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly complex questions over the phone.

• Provides accurate, timely, and descriptive notes during calls.

• Solves routine to non-routine issues.

• Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.

• Troubleshoots with the dealer technician to resolve highly complex issues with the product in the field.

• Assists with on-site troubleshooting, diagnosis, and repairs as required.

• Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.

Other Duties assigned and the following:

• Mentors less experienced Industrial Technical Support Specialists.

• Monitors and answers emails from the Industrial Service inbox including special equipment requests.

• Overtime may be required depending on market conditions.

Minimum Job Requirements:

• Associate's degree in automotive or diesel technology or equivalent experience in related technical field

• 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators

Knowledge / Skills / Abilities:

• Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.

• Be able to read and follow wiring diagrams and schematics.

• Excellent Customer Service skills.

• Ability to communicate verbally and in writing in a professional manner.

• Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.

• Ability to remain calm in high stress situations.

• Solid knowledge of Microsoft office suite.

• Developing leadership competencies.

• An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.

• Advanced Problem-solving skills.

• Basic knowledge of control system programming.

Preferred Job Requirements:

• Generac Master Certification or equivalent

• Bachelor's Degree in technical field

• Bilingual Spanish

• 3 years of AC or DC Electrical experience

• Experience working with SAP, GenService, Salesforce and windchill

Great Reasons to work for Generac:

• Competitive Benefits: Health, Dental, Vision, 401k and many more

• Free onsite gym open Monday through Saturday for Generac employees

• We offer product loan (for up to 4 days) and discount programs

• Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators

• Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.

• We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.

• We're an inclusive company that celebrates differences and keeps equity and respect at the forefront.

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."

Our success is directly tied to our employees' professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.

Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year plus 5 days sick-time, holidays and 3 flex-holidays
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy

What you will do

Under limited supervision, provides remote technical support to JCI service providers and authorized distributors/representatives with solutions to diverse technical problems and applications relating to building automation and control systems, controls related networking and database management, and other related required technologies. Support is provided primarily via Microsoft Teams, live phone analysis, and remote interrogation. Some onsite analysis may be required.

How you will do it

• Analyzes and troubleshoots application, communications, network, and control system problems and effectively communicates solutions to JCI employed service providers and authorized distributors/representatives.
• Analyze and interpret Wireshark MS/TP or BACnet over IP captures to troubleshoot field reported problems. Be able to discuss and recommend field changes or adjustments based on the Wireshark Capture analysis.
• Work directly with product teams and/or with FSC L2 teams with regards to new product development or existing product maintenance, product testing, providing subject matter expertise to the Field Support Level 1 team on these products.
• Troubleshoot third-party control system integrations issues.
• Provide technical, application, and process instruction when callers have limited training or experience. This can be done through live mentoring, or proactive learning content such as Just In Time training videos or SDB articles.
• Escalate field training needs to branch management when the lack of field knowledge to perform field tasks trends are identified
• Configures and maintains Metasys Equipment in a private and/or shared lab configuration with all products necessary to replicate on-site situations for the objective to simulate conditions in the field.
  • Labs to include, but not limited to, some virtualized PC configurations for all supported platforms, private networks, wireless networks, all current and legacy JCI controller products, and all required power systems and wiring.
• Documents all symptoms, root causes, and identified solutions into a comprehensive Call Tracking Database and, when appropriate, into a centralized knowledge database.
• Maintain and continuously improve skills on all technologies required to support JCI automation and controls products including JCI current and legacy hardware, IT support techniques and tools as well as JCI developed technology, hardware, and diagnostic tools.
• Maintain and continuously improve skills on all JCI automation and controls products as they evolve. Interface with Johnson Controls engineering teams to provide field feedback for software enhancements and issues

Qualifications - External

What we look for

Required

• Bachelor's degree in the electrical/mechanical engineering and a minimum of 5 years of field technical experience. Alternatively, an associate's technical degree with a minimum of 7 years of field technical experience.
• Strong understanding of JCI Controls products and technologies.
• Strong understanding of BACnet Protocols and BACnet in Metasys System Extended Architecture.
• Extensive PC software and hardware skills.
• Strong knowledge of HVAC systems and applications.
• Strong understanding of Building Automation Systems design and maintenance.
• A good or strong understanding of JCI wireless systems along with JCI Controllers and sensors.
• A good understanding of Wireshark configuration and troubleshooting for both MS/TP and BACnet over IP capture, along with experience in analyzing the capture and providing guidance based on findings.
• Understanding of ASHRAE standard protocols used in HVAC and automation products.
• Strong understanding of AC and DC circuits.
• Strong communication skills as they apply to convey very technical information to callers at all levels of technical competency.

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.

Posting Type

Remote

Job Overview

The Technical Support Specialist provides technical support aligned with a specific product vertical to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. You will have frequent phone and email interaction with our customers and require the development of in-depth technical product, SQL, network and server knowledge and exceptional customer service skills.

On a daily basis, the Technical Support Specialist creates, resolves, and maintains tickets, while working within their product vertical to resolve issues and escalate tickets to other teams and verticals. It is essential that the Technical Support Specialist maintains accurate records of all activities and interactions in Salesforce and responds to clients within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service. This role will report to the Manager of Customer Support.

The working hours are a fixed 9-hour Monday-Friday shift from 11am-8pm Central US Time with a 1-hour meal break for a minimum of 12 months, and this shift offers a compensation differential.

Job Description and Requirements

Your Role in Action: Technical Skills/Responsibilities

• Use SQL applications and tools to run basic SQL queries

• Respond to client questions, problems, and work requests on a daily basis

• Develop an expertise in company products and services and the initiative to take an active role in sharing this knowledge with customers

• Partner with senior level team members as needed to troubleshoot and resolve customer incidents

• Have or develop the experience to capably perform the Technical Support Specialist position responsibilities

Policy and Procedure Skills

• Follow appropriate procedures for creating, categorizing, updating, escalating, transitioning, and resolving tickets. Attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data

• Monitor assigned open tickets, contact customers, and update tickets on a timely basis

• Provide responsive support to clients during normal shift hours, when scheduled for early and late shifts, and as identified for on-call or as requested by management. Early/Late shifts and on-call could be required of the qualified Technical Support Specialist staff

• Complete all daily tasks and projects

• Track time daily

Expectations of the Role

• Is flexible to work a fixed 9-hour Monday-Friday shift from 11am-8pm CST with a 1-hour meal break, on-call schedule, or other time frames specified by management

• Able to work the 11am-8pm CST for a minimum of 12 months

• Able to work an 8/9-hour Monday-Friday shift from 8am-5pm CST with meal break for the first 3 months of onboarding

• Provide excellent customer service using the communication methods designated by Relativity

• Demonstrate initiative to learn new skills, such as SQL applications and tools to run basic SQL queries

• Meet identified goals regarding customer service tech support metrics

• Commitment to and consistent demonstration of core company values

Your Skills

• Customer support experience

• Client-focused and ability to understand expectations

• Direct experience supporting clients as a primary contact or lead using phone and email

• Experience troubleshooting complex issues

• SQL and Windows platform experience

• Travel 10% of the time

Relativity is committed to competitive, fair, and equitable compensation practices.

This position is eligible for total compensation which includes a competitive base salary, an annual performance bonus, and long-term incentives.

The expected salary range for this role is between following values:

$54,000 and $80,000

The final offered salary will be based on several factors, including but not limited to the candidate's depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year plus 5 days sick-time, holidays and 3 flex-holidays
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy

What you will do

Under limited supervision, provides remote technical support to JCI service providers and authorized distributors/representatives with solutions to diverse technical problems and applications relating to building automation and control systems, controls related networking and database management, and other related required technologies. Support is provided primarily via Microsoft Teams, live phone analysis, and remote interrogation. Some onsite analysis may be required.

How you will do it

• Analyzes and troubleshoots application, communications, network, and control system problems and effectively communicates solutions to JCI employed service providers and authorized distributors/representatives.
• Analyze and interpret Wireshark MS/TP or BACnet over IP captures to troubleshoot field reported problems. Be able to discuss and recommend field changes or adjustments based on the Wireshark Capture analysis.
• Work directly with product teams and/or with FSC L2 teams with regards to new product development or existing product maintenance, product testing, providing subject matter expertise to the Field Support Level 1 team on these products.
• Troubleshoot third-party control system integrations issues.
• Provide technical, application, and process instruction when callers have limited training or experience. This can be done through live mentoring, or proactive learning content such as Just In Time training videos or SDB articles.
• Escalate field training needs to branch management when the lack of field knowledge to perform field tasks trends are identified
• Configures and maintains Metasys Equipment in a private and/or shared lab configuration with all products necessary to replicate on-site situations for the objective to simulate conditions in the field.
  • Labs to include, but not limited to, some virtualized PC configurations for all supported platforms, private networks, wireless networks, all current and legacy JCI controller products, and all required power systems and wiring.
• Documents all symptoms, root causes, and identified solutions into a comprehensive Call Tracking Database and, when appropriate, into a centralized knowledge database.
• Maintain and continuously improve skills on all technologies required to support JCI automation and controls products including JCI current and legacy hardware, IT support techniques and tools as well as JCI developed technology, hardware, and diagnostic tools.
• Maintain and continuously improve skills on all JCI automation and controls products as they evolve. Interface with Johnson Controls engineering teams to provide field feedback for software enhancements and issues

Qualifications - External

What we look for

Required

• Bachelor's degree in the electrical/mechanical engineering and a minimum of 5 years of field technical experience. Alternatively, an associate's technical degree with a minimum of 7 years of field technical experience.
• Strong understanding of JCI Controls products and technologies.
• Strong understanding of BACnet Protocols and BACnet in Metasys System Extended Architecture.
• Extensive PC software and hardware skills.
• Strong knowledge of HVAC systems and applications.
• Strong understanding of Building Automation Systems design and maintenance.
• A good or strong understanding of JCI wireless systems along with JCI Controllers and sensors.
• A good understanding of Wireshark configuration and troubleshooting for both MS/TP and BACnet over IP capture, along with experience in analyzing the capture and providing guidance based on findings.
• Understanding of ASHRAE standard protocols used in HVAC and automation products.
• Strong understanding of AC and DC circuits.
• Strong communication skills as they apply to convey very technical information to callers at all levels of technical competency.

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.

**We are Generac, a leading energy technology company committed to powering a smarter world.**
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Senior Industrial Technical Support Specialist is responsible for providing advanced technical support to our authorized dealer network including fielding and resolving technical service issues, providing troubleshooting support, and authorizing warranty repairs autonomously with minimal guidance from leadership.
This role develops and maintains technical troubleshooting procedures, creates technical content for new product introductions, serves as a mentor to the rest of the technical support department, and manages highly escalated or technical cases involving key accounts.
**Major Responsibilities:**
+ Answers inbound calls and responds to emails from Dealer Technicians including Master Technicians and answers standard to highly complex questions over the phone.
+ Provides accurate, timely, and descriptive notes during calls.
+ Solves routine to non-routine issues.
+ Instructs new dealer personnel on how to navigate Generac's warranty systems and submit claims electronically.
+ Troubleshoots with the dealer technician to resolve highly complex issues with the product in the field.
+ Assists with on-site troubleshooting, diagnosis, and repairs as required.
+ Gathers and prepares documentation regarding product failures for further analysis by quality and engineering teams.
**Other Duties assigned and the following:**
+ Mentors less experienced Industrial Technical Support Specialists.
+ Monitors and answers emails from the Industrial Service inbox including special equipment requests.
+ Overtime may be required depending on market conditions.
**Minimum Job Requirements:**
+ Associate's degree in automotive or diesel technology or equivalent experience in related technical field
+ 7 years related technical experience in automotive repair, diesel engines, gaseous engines, or generators
**Knowledge / Skills / Abilities:**
+ Solid understanding of basic mechanical and electrical (AC/DC) fundamental theory.
+ Be able to read and follow wiring diagrams and schematics.
+ Excellent Customer Service skills.
+ Ability to communicate verbally and in writing in a professional manner.
+ Solid understanding and knowledge of engine diagnostics and troubleshooting of gensets.
+ Ability to remain calm in high stress situations.
+ Solid knowledge of Microsoft office suite.
+ Developing leadership competencies.
+ An ability to effectively communicate technical concepts, while taking into consideration the varying degrees of customers' technical experience.
+ Advanced Problem-solving skills.
+ Basic knowledge of control system programming.
**Preferred Job Requirements:**
+ Generac Master Certification or equivalent
+ Bachelor's Degree in technical field
+ Bilingual Spanish
+ 3 years of AC or DC Electrical experience
+ Experience working with SAP, GenService, Salesforce and windchill
**Great Reasons to work for Generac:**
+ Competitive Benefits: Health, Dental, Vision, 401k and many more
+ Free onsite gym open Monday through Saturday for Generac employees
+ We offer product loan (for up to 4 days) and discount programs
+ Pride! When a storm strikes, Generac employees always rise to the occasion. Each time a storm hits, many employees volunteer their time with the customer support team or on the production line, while others go right into storm-affected areas to repair generators
+ Make a positive impact. Generac has always been community-minded and dedicated to giving back. The company proudly offers a Volunteer Time Off program, inviting team members to participate in charitable volunteer opportunities on company time.
+ We believe in having fun. From minor celebrations to major events, our employees balance their work by building a strong culture of teamwork and collaboration through a variety of occasions, including our Fun Days.
+ We're an inclusive company that celebrates differences and keeps equity and respect at the forefront.
**Physical Demands** : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
_"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law."_
Our success is directly tied to our employees' professional growth and personal well-being, combined with strong families and communities. As an inclusive workplace, our employees embrace diversity, celebrate differences, and treat others with equality and respect.
Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.