Job Description
Job DescriptionOverview
Recognized by Clarivate, Forbes, the Human Rights Campaign, and Military Friendly® for innovation, workplace excellence, inclusion, and veteran support.
A global building automation and industrial technology company with 100+ years of history, 25,000+ patents, and 7,000+ engineers, operating across 70+ countries and 4 major business areas. Its technologies support industries including buildings, manufacturing, healthcare, data centers, and utilities worldwide.
Benefits
- 401(k) match: Employer matches 87.5% of the first 8% of eligible pay, up to 7% of base salary; generally fully vested after 3 years.
- Education support: Up to $5,250/year for eligible undergraduate programs and $7,500/year for graduate programs.
- Paid parental leave: 8 weeks (40 business days) for birth, adoption, or foster-care placement.
- Paid time off: 56 hours of paid sick time annually, plus vacation and 12 paid holidays.
- Health coverage: Medical, dental, and vision plans, including an HSA-eligible medical option and 100% in-network preventive care.
- HSA & FSA: Tax-advantaged accounts for eligible healthcare, dental, vision, and dependent-care expenses.
- Disability coverage: Short-Term Disability provides 100% of base pay for up to 8 weeks, then 70% through week 26; Long-Term Disability provides 60% of base pay after Short-Term Disability.
- Employee support: Company-paid with 8 sessions per issue per year, plus health and wellness resources.
- Employee support: Company-paid Employee Assistance Program with 8 sessions per issue per year, plus health and wellness resources.
- Insurance & discounts: Company-paid basic life insurance of 1× annual base pay, Accidental Death & Dismemberment coverage, Business Travel Accident Insurance, and employee discounts.
Benefits may vary by location, position, employee classification, and eligibility.
Qualifications
- 5+ years of experience in technical support, customer support, service delivery, or a related technical function.
- 2+ years of experience leading, supervising, or coaching technical support professionals.
- 2+ years of demonstrated experience managing complex customer escalations and coordinating cross-functional resolution efforts.
- 2+ years of strong understanding of support operations, SLA management, case management, and service excellence practices.
- 2+ years of excellent written and verbal communication, customer management, and stakeholder coordination skills.
Responsibilities
- Lead, coach, mentor, and develop Level 2 support engineers and team leads.
- Own daily Level 2 support operations and delivery against service-level agreements, response commitments, and customer satisfaction targets.
- Promote a culture of accountability, customer focus, collaboration, knowledge sharing, and continuous improvement.
- Serve as the primary supervisory escalation point for complex, high-impact, or time-sensitive Level 2 customer issues.
- Ensure the team maintains the technical skills, product knowledge, and support practices required for Level 2 case ownership.