Service Quality Manager (Hybrid)

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

Competitive salary and bonus plan

Paid vacation/holidays/sick time

Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

Extensive product and on the job/cross training opportunities with outstanding internal resources

Encouraging and collaborative team environment

Dedication to safety through our Zero Harm policy

Check us Out: Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

At Sensormatic Solutions, a division of Johnson Controls, we bring together diverse data and insights with our intelligent operating platform that is designed to improve shopper experiences and retail outcomes. Our innovative solutions (Loss Prevention, ShopperTrak, and Inventory Intelligence) drive customer experience improvements and enable retailers to build streamlined shopping experiences.

What You Will Do

Sensormatic Solutions, a business of Johnson Controls is looking for a Service Quality Manager who is responsible for enabling service excellence and customer satisfaction through focused attention to a multimillion dollar customer. This role will be directly responsible for helping to ensure compliance with the Service Maintenance Agreement which will ultimately help secure the renewal.

The role requires a mindset of continuous improvement, operational excellence and exceptional customer service. This role will also require the ability to build and cultivate strong productive working relationships across internal and external teams, while also executing on defined support service models that help achieve joint objectives.

This individual is charged with achieving high quality of post-installation customer service with the customer to ensure achievement of key operational performance measures as defined in the Service Maintenance Agreement. The person in this role will have demonstrated solid communication skills in providing clear, concise, and accurate response to various operational activities. This role will be customer facing.

How You Will Do It

• Technical liaison working directly with internal teams and the customer with activities including the coordination of testing, implementation, and roll out of new service offerings
• Become the escalation point for all service related issues and work with internal support resources to facilitate resolution of escalated incidents for assigned customers.
• Participate / lead meetings and/or conference calls with the customer and internal teams as required.
• Perform daily review of open service cases to:
• Confirm service case accuracy, assignment, and that the case is scheduled properly to ensure completion within the agreed upon SLA.
• Verify order creation for the correct equipment needed to resolve the service case, working closely with inventory management team.
• Drive resolution for all product shipment or delivery issues for assigned service case including but not limited to product shortages, missing product, or damaged product.
• Take corrective action to ensure service levels are being achieved. Create and utilize a “manage by fact” process to help resolve recurring customer issues.
• Ensures all service case documentation is received and appropriately stored in the document repository up to and including lessons learned and related SOP’s and other documentation.
• Perform ongoing service level agreement analysis, surveys, and reporting to internal and external stakeholders.
• Participate in Service Maintenance Agreement renewal discussions for assigned customers.
• Performs other duties as assigned.
  

What We Look For

• High school diploma or equivalent required.
• Associates Degree or Bachelor’s Degree in Business or technical field preferred
• 5+ years’ work related experience in operations with proven experience in improving client satisfaction
• Familiarity with retail loss prevention EAS, Video, RFID, Field Service and Installation experience.
• Strong judgment and proven ability to balance growth, customer retention and service targets against operational capability
• Strong written, verbal, and interpersonal communication skills
• Superior attention to detail
• Proven analytical problem solving ability
• Thrives in team environment
• Experience in working with cross-functional teams
• Conflict resolution skills
• Maintains positive, energetic presence in complex situations
• Ability to build and maintain strong, productive relationships with Project Managers, Project Team Members, Project Stakeholders, and Customers
• Excellent facilitation and follow-up skills
• Strong personal computer skills: Excel, Word, Outlook, PowerPoint, MS Power BI, Smartsheet, SharePoint, MS Project.
  
  

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.