Job Description:

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

What you will do

Under General Supervision from the Director of Service of North America, provides functional coaching and training to Branch Service Managers (BSM), Truck Base Service Manager’s (TBSM) , Customer Service Agents (CSA) and Customer Service Agent Assistants (CSAA) within assigned branches and local market. Analyzes and assesses the branch operations team leading and lagging performance to enhance customer satisfaction, service operations and delivery of financial commitments.

How you will do it

Coaches teams to grow Labor & Material business along with creation of quotes.

Develops and maintains viable long-term relationships with branches service operations teams.

Inspects yearly, monthly and weekly execution plans for Planned Service Agreements scheduled service visits, along with Associated Service Delivery Plans.

Participates in the Truck Based Business Review meetings by preparing and discussing critical operation information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues). Researches and follows up on action items identified.

Maintains delivery standards consistent with Building Efficiency North America objectives for sustainable, profitable service growth through efficient execution of the work sold.

Ensures that all customer account information required to support call management activities and scheduling are kept up to date in internal proprietary service operations management system.

Inspects and supports the administration of warranty claims.

Ensures branch leadership has an understanding of the, CSA, and CSAA roles and responsibilities.

Actively participates as a subject matter expert in North American truck Based business process design and implementation.

Receives, coordinates and communicates position specific process updates/changes from the NA level to Area Service managers, Branch Service Managers, TBSM, and CSAA’s.

Provides ongoing functional training, coaching and mentoring for new existing ASM’s BSM’s, TBSM’s, BOM’s CSA’s within the Area’s and Local branch.

Promotes the implementation of “Best practices” which impacts Systems and Services North America ability to grow the Truck Based business and achieve world class customer satisfaction.

Ensures function specific business initiatives are implemented and executed.

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Other duties as assigned.

What we look for

Required

• Ten years minimum management experience in the HVAC industry

• Proficient with MS Word Suite

• Financial acumen

• Analytical skills

• Excellent communication skills, oral/writing

• Ability to work in a matrix infrastructure, influence change and address any conflict resolution related to change management.

• College degree or equivalent work experience of at least 10 years.

• Ability to travel within the assigned region, may require overnight travel as needed it.

Preferred

• Ten years of HVAC industry experience

• Hands-on experience of the HVAC Service Matrix

• Principals of accounting

• Proficient with Microsoft Word, PowerPoint and Excel

Who we are

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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.

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