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Manager, Technical Support Engineering

JLL Technologies

JLL Technologies

IT, Customer Service
Chicago, IL, USA
Posted on Tuesday, June 18, 2024

JLL supports the Whole You, personally and professionally.


Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Responsibilities:

  • Deliver outstanding technical support to clients using Hank, our BMS, and HVAC systems.
  • Respond promptly to client inquiries, assess issues, and provide effective solutions.
  • Troubleshoot and diagnose problems related to BMS and HVAC equipment.
  • Collaborate with cross-functional teams to ensure timely issue resolution and client satisfaction.
  • Lead, mentor, and manage a global remote team of support engineers, providing guidance and ensuring the effective delivery of technical support services
  • Set clear objectives and performance targets for the team and provide ongoing feedback and coaching
  • Coordinate and prioritize daily activities to ensure effective and efficient delivery of technical support services
  • Develop and enforce standard operating procedures, best practices, and service level agreements (SLAs) to ensure consistent service quality
  • Monitor team performance and metrics, identify areas for improvement, and implement corrective actions as needed.
  • Foster a collaborative and inclusive team culture, promoting knowledge sharing, professional development, and continuous learning.
  • Manage special projects as needed
  • Stay updated on industry trends and share insights with the team.

Requirements:

  • Bachelor's degree in a related technical discipline.
  • Minimum 7-10 years of experience working with BMS and HVAC equipment.
  • Strong troubleshooting and problem-solving abilities for resolving technical issues.
  • Exceptional communication skills, both written and verbal.
  • Self-motivated and comfortable working independently in a remote environment.
  • Proficiency in MS Office and ticketing systems.
  • Flexibility to participate in occasional after-hours support and manage teams in other parts of the world
  • Experience Managing and Leading a team of individuals
  • Experience in setting team objectives, monitoring performance, and driving continuous improvement
  • Working knowledge of basic HVAC equipment design and Sequences of Operation (SOO), including Niagara Framework
  • Customer service experience in a client-facing role.
  • Highly organized with the ability to thrive in a fast-paced environment.
  • Fluent in English (reading, writing, speaking).
  • Availability to collaborate effectively within a remote team.

Nice to have:

  • Certification or additional training in BMS or HVAC systems.
  • Niagara Network experience
  • Familiarity with remote access tools and software.
  • Energy efficiency knowledge in HVAC systems.
  • Fluent in French (reading, writing, speaking)

Estimated compensation for this position is:

120,000.00 – 180,000.00 USD per year

The pay range listed is a total compensation range including bonus, if applicable. The provided range is an estimate and not guaranteed. An employment offer is based on applicant’s education, experience, skills, abilities, geographic location, internal equity and alignment with market data.

Location:

Remote –Atlanta, GA, Chicago, IL, Dallas, TX, JERSEY CITY, NJ, Los Angeles, CA, New York, NY, Orlando, FL, San Francisco, CA

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table!


Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

  • 401(k) plan with matching company contributions

  • Comprehensive Medical, Dental & Vision Care

  • Paid parental leave at 100% of salary

  • Paid Time Off and Company Holidays

  • Flexible and Remote Work Arrangements may be available

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

This position may require you to be fully vaccinated against COVID-19. If required, you’ll be asked to provide proof that you’re fully vaccinated upon your start date. You’re considered fully vaccinated two weeks after you receive the second dose of a two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks after a single-dose vaccine (e.g., Johnson & Johnson/Janssen). Failure to provide proof of vaccination may result in termination.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

Pursuant to the Arizona Civil Rights Act, criminal convictions are not an absolute bar to employment.

Pursuant to Illinois Law, applicants are not obligated to disclose sealed or expunged records of conviction or arrest.

Pursuant to Columbia, SC ordinance, this position is subject to a background check for any convictions directly related to its duties and responsibilities. Only job-related convictions will be considered and will not automatically disqualify the candidate.

California Residents only

If you are a California resident as defined in the California Consumer Privacy Act (CCPA) please view our Supplemental Privacy Statement which describes your rights and disclosures about your personal information. If you are viewing this on a mobile device you may want to view the CCPA version on a larger device.

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance, JLL will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Accepting applications on an ongoing basis until candidate identified.