• Support the dedicated Fire Remote Solutions and Services team within Johnson Controls and other Business Units as required. • Provide remote diagnostic and technical reporting/support for customers, Johnson Controls technicians and authorized contractors. • Generate field service work orders when unable to resolve customer issues. • Keep up to date on changes and new developments in products and technology. • Create detailed documentation/incident reporting of troubleshooting and diagnosis of customer equipment. • Deliver routine and on time reporting to the customer regarding their system, status, health, and compliance status. • Perform other custom support functions as stated in customer contracts as it relates to compliance or their fire alarm systems. • Perform remote upload/download of panels.

• Troubleshooting and collaborating cross-functional teams to resolve highly complex software and technical issues • Consulting with clients directly to target root cause and drive timely resolution • Taking ownership of identified technical issues, finding the root cause and resolving issues at their core • Qualifying and determining priority for development issues, communicating business impact to Product Management and Development teams for appropriate triage of high impact issues • Assisting with communication and testing for scheduled maintenances on application infrastructure, feature releases, and major application impacting events • Owning issues and escalating as necessary; driving resolution with speed and agility to match the urgency of the customer

• Desenvolver diagnósticos eletrónicos em veículos térmicos e híbridos/elétricos • Promover e desenvolver serviços de Diagnóstico Especializado Remoto/Presencial • Garantir um serviço de qualidade, cumprindo prazos e assegurando a satisfação e segurança do cliente • Colaborar com a equipa para criar um ambiente produtivo e seguro, seguindo as normas de segurança e qualidade • Comunicar de forma clara e transparente, prestando aconselhamento técnico ao cliente • Apoiar na formação dos colaboradores e em projetos internacionais • Consultar informações técnicas de fabricantes e alimentar uma base de dados de procedimentos e avarias • Desenvolver uma rede de contactos para resolver dificuldades técnicas e identificar novas necessidades de equipamentos

• Provide phone support for the Tax/Accounting and Payroll modules of the Domínio system • Ensure clarity and accuracy in information provided to the client • Ensure efficient support delivery and effective problem resolution • Understand the customer journey and the appropriate procedures for each reported need • Act as an intermediary for product change and correction requests • Practice and promote the organization's values and expected behaviors • Continuously stay updated on the evolution of the solutions offered to customers and the applicable legislation in your area