ROC Chiller Lead

Johnson Controls helps customers optimize building performance through connected services and digital solutions. In this role, you will support the remote operations center and the Connected Chiller platform by turning equipment data into clear actions for customers, branch teams, and field technicians.
What will you do
As a Remote Operations Center Chiller Lead, you will lead remote monitoring, analysis, and technical support for connected chiller assets. You will help customers and internal teams interpret dashboard data, resolve complex issues, improve service outcomes, and strengthen adoption of connected offerings across the region.
Key Responsibilities
Serve as a subject matter expert for Connected Chiller products, features, functions, and related digital service tools.
Review daily dashboards, alarm trends, and performance data to identify issues, recommend actions, and support condition-based service decisions.
Generate clear reports on performance, condition, operation, and maintenance for customers and internal stakeholders.
Train branch team members, field service engineers, and customers through web sessions, teleconferences, and presentations.
Provide remote technical support for complex chiller, refrigeration, networking, gateway, modem, and server configuration issues.
Collaborate with field service, support, account, and operations teams to resolve escalations, support commissioning, and improve service delivery.
Document customer contacts, findings, and resolutions in Salesforce with accurate case ownership and follow-up.
Create or maintain SOPs, playbooks, and knowledge-sharing materials that support regional consistency and capability building.
Support at-risk accounts and customer adoption efforts by helping users maximize value from connected offerings.
Share lessons learned from field and remote cases to improve processes, strengthen technical knowledge, and raise customer satisfaction.
How You Will Do It
You take ownership of outcomes and act with safety, integrity, and professionalism in every customer interaction.
You stay close to the equipment data and the customer’s operating needs so you can remove obstacles quickly and focus on what matters most.
You use practical analysis, candor, and continuous improvement to turn recurring issues into better processes, reports, and playbooks.
You work as one team with branch experts, field service, support, and regional stakeholders to deliver consistent results.
You share knowledge clearly through coaching, structured follow-up, and timely documentation so others can act with confidence.
You keep learning the platform, the equipment, and the customer context so your support remains relevant, accurate, and actionable.
What we look for
University degree or an equivalent combination of education and experience.
5+ years of service technical leading experience, preferably in HVAC, refrigeration, or chiller services.
Strong technical knowledge of HVAC and chiller systems, including remote service support and troubleshooting.
Experience supporting connected chiller or digital service solutions.
Working knowledge of networking, modem and gateway connectivity, and network traffic troubleshooting.
Understanding of cybersecurity practices related to edge hardware and cloud environments.
Experience training customers or internal teams and presenting information clearly to groups.
Strong analytical, organizational, and business communication skills.
Proficiency in Word, PowerPoint, Excel, internet software, Salesforce, webinars, and multimedia tools.
Excellent verbal and written skills in the language native to the supported region.
Ability to work independently while collaborating effectively across functions and levels.
Nice to Have
Experience building SOPs, playbooks, or structured support guides for remote service delivery.
Experience with Chiller Performance Index (CPI), connected equipment dashboards, or condition-based service.
Experience with preventive, proactive, or predictive maintenance approaches.
Experience supporting digital service transformation across branches or regions.
Public speaking experience in user groups, round tables, or customer training sessions.
Why Join Us
You will join a customer-focused team working with connected chiller technology, remote diagnostics, and practical service execution. This role offers the chance to build regional capability, improve customer outcomes, and help shape how digital service support is delivered across teams.
If you are ready to lead remote chiller support with strong technical insight and a customer-first mindset, we invite you to apply.