Implementation & Support Technical Specialist – ShopperTrak Solutions

Who we are?

About Johnson Controls

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.

Visit johnsoncontrols.com for more information and follow @Johnsoncontrols on social platforms.

What you will do

We are looking for a technically skilled and customer-focused Implementation & Support Technical Specialist to deploy, configure, maintain, and support ShopperTrak retail analytics solutions across retail customer environments. The role is responsible for Pre Sales discussion with end-to-end implementation of traffic counting systems, occupancy solutions, retail analytics platforms, data integrations, and ongoing technical support.

The ideal candidate will possess strong expertise in retail technology, networking, field deployments, troubleshooting, and customer engagement. The specialist will work closely with sales, project management, customer success, product engineering, and retail customers to ensure successful implementation and operational excellence.

How you will do it
Solution Design, Implementation & Deployment:

• Pre Sales engagement with client along with Sales team for Designing the solution to provide all required KPI’s by client.
• Coordinating with Subcon for best quote and installation planning and supporting Subcon team to find suitable Subcon in unrepresented areas.
• Install, configure, and commission ShopperTrak traffic counting and retail analytics solutions.
• Conduct site surveys and assess infrastructure readiness including network, power, mounting locations, and connectivity requirements.
• Deploy and configure:

• • ShopperTrak Vision sensors
  • Traffic counting devices
  • Occupancy monitoring solutions
• Validate sensor performance, counting accuracy, and data quality.
• Execute User Acceptance Testing (UAT) and customer sign-off procedures.
• Coordinate implementation activities with retailers, contractors, IT teams, and project managers.
• Ensure deployments meet project timelines, quality standards, and customer expectations.

Technical Support & Operations :

• Provide Level 2 and Level 3 support for ShopperTrak hardware and software solutions.
• Troubleshoot:
  • Sensor communication issues
  • Network connectivity failures
  • Analytics data synchronization problems
• Perform root cause analysis and implement corrective actions.
• Monitor system health and proactively address performance issues.
• Manage incidents, service requests, and escalations according to SLA commitments.
• Coordinate with global engineering and product support teams for complex issues.
• Ensuring PO to Subcon is issued on time to meet SLA committed to clients.

Documentation & Compliance :

• Create and maintain:
  • Solution Design including markup plans wherever required.
  • Installation guides
  • Technical runbooks
  • Site documentation
  • Network diagrams
  • Support procedures
  • Knowledge base articles
• Maintain deployment records and configuration management documentation.
• Ensure all Implementation and Services reports are available for submitting to client for timely recognizing the revenue.
• Ensure compliance with customer security and data privacy requirements.

What we look for

Education

• Bachelor's Degree/Diploma in Computer Science, Information Technology, Electronics Engineering, Telecommunications, or related discipline.

Experience

• 3-7 years of experience in:
  • Retail technology deployments
  • Field implementation
  • Technical support
  • Systems integration
  • IoT or analytics solutions

Technical Skills

Networking

• TCP/IP
• DNS
• DHCP
• VPN
• Firewall fundamentals
• LAN/WAN troubleshooting

Operating Systems

• Windows
• Linux fundamentals – will be added advantage

Tools

• ServiceNow/Remedy
• Jira
• Power BI
• Excel (Advanced)
• Remote support tools

Preferred Experience

• Solution deployment and support.
• Retail implementation projects.
• Traffic counting and occupancy monitoring technologies.
• Sensormatic Solutions ecosystem knowledge.
• Multi-site retail rollout experience.
• Supporting large retail brands.
• Experience working with supermarkets, fashion retailers, department stores, specialty retail, and shopping malls.

Key Competencies

• Advanced troubleshooting and root cause analysis
• Customer-facing communication skills
• Project coordination
• Technical documentation
• Stakeholder management
• Strong attention to detail
• Ability to work independently in field environments

Success Metrics

• On-time implementation delivery (>95%)
• Customer acceptance and sign-off success rate
• SLA compliance for incident resolution
• System uptime and device availability
• Traffic count accuracy targets
• Customer Satisfaction (CSAT) scores
• Reduction in recurring incidents
• Successful customer training and onboarding completion

What we offer:

We offer a challenging and exciting position as part of a global, multi-industrial corporation. Joining us provides a stimulating work environment, career development opportunities, and the chance to make a significant impact on society.

Diversity & Inclusion:

Our dedication to diversity and inclusion stems from our core values. We lead with integrity and aim for a future aligned with our customers' vision for success. Our culture fosters engagement, innovation, and collaboration, ensuring every employee contributes to our collective mission.