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Johnson Controls

Transforming the buildings where people live, work, learn and play to become smarter, healthier and more sustainable.

Service Quality Manager

ManagerManagerFull TimeRemoteSeniorTeam 10,001+Since 1885H1B SponsorCompany SiteLinkedIn

Location

Florida

Posted

2 days ago

Salary

$71K - $105K / year

Seniority

Senior

High School5 yrs expEnglish

Job Description

Service Quality Manager

Johnson Controls

• Serve as the primary escalation point for service-related issues and coordinate with internal support resources to drive timely resolution. • Review aging service cases each day to identify risks, mitigate blockers, and improve case closure against assigned SLA targets. • Take corrective action when service levels are off track and support resolution of recurring customer issues through fact-based analysis. • Participate in or lead meetings and conference calls with the customer and internal teams as needed. • Ensure service case documentation, lessons learned, SOPs, and related records are received and stored in the document repository. • Perform ongoing SLA analysis and reporting for internal and external stakeholders. • Support Service Maintenance Agreement renewal discussions for assigned customers. • Complete other related duties as assigned.

Job Requirements

  • High school diploma or equivalent.
  • 5+ years of work-related experience in operations with demonstrated success in improving client satisfaction.
  • Strong written, verbal, and interpersonal communication skills.
  • Superior attention to detail and a proven ability to manage multiple priorities.
  • Strong analytical and problem-solving skills.
  • Experience working with cross-functional teams.
  • Conflict resolution skills and the ability to remain positive and effective in complex situations.
  • Ability to build and maintain strong, productive relationships with Sales, Project Managers, Account Team Members, Account Managers, field operations personnel, and Customers.
  • Excellent facilitation and follow-up skills.
  • Strong personal computer skills, including Excel, Word, Outlook, PowerPoint, MS Power BI, Smartsheet, SharePoint, and MS Project.
  • Nice to Have: Associate’s Degree or Bachelor’s Degree in Business or a technical field. Familiarity with retail loss prevention EAS, Video, RFID, Field Service, and Installation environments.

Benefits

  • Competitive salary and bonus plan
  • Paid vacation/holidays/sick time - 15 days of vacation first year
  • Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
  • Extensive product and on the job/cross training opportunities with outstanding resources
  • Encouraging and collaborative team environment
  • Dedication to safety through our Zero Harm policy

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