• Provide day-to-day technical support for chiller products to Field Sales & Service organization on a global basis via call tree, email, site visits with a primary focus on the Americas • Accountable to create and maintain technical service bulletins, service letters, and updates to the Solutions Database that meets and or exceeds internal and external customer expectations. • Accountable for timely and high quality product service literature • Supports regional territories for escalated chiller technical support cases, warranty claims in a timely and consistent manner to facilitate data mining by; product, failed component, defect, and responsibility. • Drive product reliability through the Continuous Improvement Process for both existing products and new products being introduced. • Support key customer accounts as a technical resource to the branches. • Participate in the quest to educate other JCI associates in technical discussions on why a failure mode exists and the impact to the equipment and customer. • Manages Technical Escalations from Tier I. • To develop and maintain "a customer for life" we may provide technical support to on-site audits of BE plants, suppliers, and customer sites.