- Location
- Mexico City Office
- Type
- Full-time
- Department
- Customer Service
- Experience
- 6+ years
- Source
- Workday
Description
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 Overview
You will monitor, analyze, test, and support PLM-related IT services to help keep systems stable, accessible, and aligned with business needs. The role is focused on resolving issues quickly, supporting the PLM insourcing initiative, and building long-term operational knowledge within the internal team.
What will you do?
- Monitor and analyze PLM applications and related IT services to identify issues, trends, and opportunities to improve performance.
- Provide end-to-end support for PLM users, including issue investigation, troubleshooting, resolution, and follow-up communication.
- Support PLM system testing activities such as SIT, UAT, regression testing, and hypercare for releases, upgrades, and configuration changes.
- Assist with PLM-CAD integrations, data and workflow management, user access requests, and system configuration support.
- Work with internal teams and stakeholders to transition support knowledge from external resources into the internal team.
- Maintain incident, problem, and change management records and support service continuity through structured ITIL-based processes.
- Prepare clear documentation, knowledge articles, and status updates to improve repeatability and support handover.
- Contribute to reporting on system health, incident trends, and improvement actions.
How will you do it?
- You will take ownership of support issues with accountability and integrity, protecting system stability, data quality, and user confidence.
- You will stay close to the work, understand the day-to-day needs of users, and remove obstacles that delay resolution or adoption.
- You will use structured troubleshooting and clear communication to move from symptom to root cause and to keep stakeholders informed.
- You will look for opportunities to improve every day by sharing knowledge, simplifying support steps, and applying practical problem-solving.
- You will collaborate across functional areas and locations, building trust and working as one team to support the broader business.
What are we looking for?
- University degree or equivalent combination of education and experience.
- At least 6 years of experience in IT support, PLM operations, or a related technical support environment.
- Hands-on experience supporting PLM applications and end-user issue resolution.
- Strong understanding of PLM business processes in engineering or manufacturing environments.
- Experience with incident, problem, and change management practices, preferably within an ITIL-based support model.
- Ability to troubleshoot system, workflow, access, and data issues across multiple services or processes.
- Strong communication, documentation, and stakeholder management skills.
- Ability to support North America business hours and participate in occasional after-hours or weekend support during critical activities.
Nice to Have
- Experience with PTC Windchill and related modules such as PDMLink, ProjectLink, PartsLink, or MPMLink.
- Experience supporting PLM integrations with CAD tools such as Creo, AutoCAD, Inventor, or SolidWorks.
- Familiarity with Autodesk Vault, ServiceNow, Azure DevOps, GitHub, Windows, or Linux.
- ITIL, Agile, or DevOps certification.
- Experience working in global, cross-cultural support environments.
What do we offer?
- Comprehensive benefits package.
- Opportunities for professional growth and development.
- Supportive and inclusive work environment.
- Commitment to work-life balance and employee well-being.
- Engagement in meaningful projects that make a difference.
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.
