Manager, Technical Support Engineering

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

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

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.