Customer Success Leader - India

Johnson Controls, a global leader in thermal management, mission-critical
building systems, energy efficiency, and decarbonization, helps customers use
energy more productively, reduce carbon emissions, and operate with the
precision and resilience required in rapidly expanding industries such as data
centers, healthcare, pharmaceuticals, advanced manufacturing, and higher
education. For more than 140 years, Johnson Controls has delivered performance
where it really matters. Backed by advanced technology, lifecycle services and
an industry-leading field organization, we elevate customer performance, turn
goals into real-world results and help move society forward. Role: Customer
Success Leader - India Location: Bangalore / Mumbai / Gurgaon What will you do:
Providing HVAC technical support to field service team. Sustaining business
growth and profitability by maximizing value. Analyzing customer data to improve
customer experience. Holding product demonstrations and training for employees &
customers. How you will do it: This role is responsible for owning end‑to‑end
post‑installation customer experience by combining customer success leadership,
advanced technical support, and structured capability development of service
engineers for HVAC and Building Management system. The role will: Act as the
highest-level technical escalation owner within India and point of contact for
global product and tech support Drive system adoption, performance, and value
realization for customers Build strong technical competency, first‑time‑fix
capability, and consultative mindset within service engineers Improve customer
satisfaction, retention, and service revenue potential Responsibilities 1.
Customer Success Leadership Own customer success strategy for key and strategic
accounts. Build strong relationships with customer technical and operations
leadership. Drive system performance improvement, reliability, and lifecycle
value. Act as customer advocate within service, sales, and product teams. Review
customer complaints, escalations, and VOC data to improve experience. Establish
and track customer retention and satisfaction goals. Identify opportunities for
service upgrades, digital services, and value‑added solutions. 2. Technical
Support & Escalation Management Provide advanced‑level technical support to
field service engineers. Own complex escalation management (India region and
APAC coordination). Act as bridge with regional / global technical support
teams. Drive root cause analysis (RCA) for repeat issues and systemic failures.
Maintain and govern a centralized technical knowledge repository. Monitor
technical KPIs such as TAT, FTFR, repeat calls, and aging escalations. 3.
Service Engineer Technical Capability & Training Own end‑to‑end technical and
non‑technical training strategy for service engineers. Design annual training
calendars aligned to technology roadmap and installed base needs. Identify skill
gaps through data (FTFR, escalations, audits, certification gaps). Conduct
advanced technical, troubleshooting, digital, and customer‑handling trainings.
Support structured onboarding for new engineers. Drive development of a
multi‑level skill matrix and certification framework. 4. Training Content &
Knowledge Development Create and govern training content: Technical manuals
Troubleshooting guides Job aids and checklists Videos and digital learning
modules Partner with Product, Digital, and Global teams to localize content.
Ensure training content translates into field application and outcomes. Key
Accountability Results (KARs) A. Engineer Technical Capability & Productivity
Improve First‑Time Fix Rate (FTFR) by X% YoY. Reduce repeat service calls by X%.
Achieve 100% role‑based skill matrix coverage for service engineers. Increase
advanced certification rate among engineers. Reduce average mean time to resolve
(MTTR) complex issues. Increase field adoption of knowledge tools and
troubleshooting guides. B. Customer Satisfaction & Retention Improve CSAT / NPS
score by X points YoY. Reduce customer escalations by X%. Improve closure
quality score for complaints and escalations. Deliver customer technical
training and system optimization sessions for top key accounts. Improve contract
renewal and churn metrics through proactive customer success actions. C.
Technical Support Excellence Maintain defined TAT for technical escalations
(L2/L3). Reduce recurrence of top 10 technical issues through RCA‑based actions.
Establish and maintain a single source of truth technical knowledge base.
Improve collaboration effectiveness with APAC / Global support teams. D.
Training Effectiveness & Adoption Achieve ≥85% training effectiveness score
(assessment + field performance data). Ensure 100% training coverage for planned
programs. Demonstrate measurable improvement in field KPIs post‑training. Launch
digital / blended learning modules with high adoption. Requirements and skills
Bachelor’s degree / Diploma in Engineering (Mechanical, Instrumentation,
Electronics, Electrical). 10–15+ years’ experience in: HVAC and / or Integrated
Building Management Systems Technical Support / Field Service / Customer Success
Strong experience in: Escalation management Technical troubleshooting
Customer‑facing roles Training delivery and capability‑building experience
preferred. Exposure to digital services, networking, cybersecurity is an
advantage. Business / management certification is a plus. Johnson Controls:
Enhancing the Intelligence of Buildings Your buildings have a purpose. They are
places for people to live or work. Facilities for learning or healing. Venues
for entertainment and shopping. Sites for the specialized storage of tangible
goods or mission-critical data. Your buildings have a huge variety of functions;
they are central to your mission. This is where Johnson Controls comes in,
helping drive the outcomes that matter most. Through a full range of systems and
digital solutions, we make your buildings smarter. A smarter building is safer,
more comfortable, more efficient, and, ultimately, more sustainable. Most
important, smarter buildings let you focus more intensely on your unique
mission. Better for your people. Better for your bottom line. Better for the
planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and
our capabilities, depth of innovation experience, and global reach have been
growing ever since. Today, we offer the world’s largest portfolio of building
products, technologies, software, and services; we put that portfolio to work to
transform the environments where people live, work, learn and play.