Critical Customer Case Manager at Johnson Controls

Posted in General Business 12 days ago.

Type: Full-Time
Location: Baltimore, Maryland

Job Description:

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!

Job Details

Build your best future with the Johnson Controls team

What we offer:

  • Competitive salary

  • Paid vacation/holidays/sick time

  • Comprehensive benefits package including 401K, pension, medical, dental, and vision care

  • On the job/cross training opportunities

  • Encouraging and collaborative team environment

  • Dedication to safety through our Zero Harm policy

What you will do:

We would like you to own the Critical Customer Case Management Team to optimally resolve escalated customer issues!  This individual will take ownership of open issues and communicate, both internally and externally, the status of issues to drive satisfactory outcomes.  The main responsibility of this position is to bring order, structure, and focused management attention to customer's complicated or critical issues resulting in customer happiness, or optimally managing those expectations!

How you will do it:

  • Collaborates across the business to deliver solutions to open customer issues

  • Crafts a structured approach to supervising and resolving open issues in a timely manner

  • Works closely with supply chain, procurement, operations, manufacturing, engineering, product management, quality, finance, and suppliers to resolve open issues

  • Develop KPIs to ensure accountability and timely case closure across the enterprise

  • Works very closely with the Customer Service Manager to ensure accurate hand-off of issues that have been raised

  • Effective, timely, and regular communication to customers

  • Crafting a data-driven approach to further intensify issues when vital

  • Identify chronic issues and processes leading to customer dissatisfaction and provides recommendations for improvement

  • Develops positive relationships with leadership teams across the organization

What we look for: 


  • Bachelor’s degree in related field, or commensurate experience

  • 3-5 years' experience in operations, procurement, supply chain, or manufacturing within JCI

  • Ability to work collaboratively in a matrixed organization

  • Very diligent with detailed structured approaches to issue resolution

  • Excellent communication, interpersonal and analytical abilities

  • Integrity, patience, and tact under demanding or fast paced situations

  • Experience with Microsoft Office programs

  • Familiar working within a PDP environment cross functionally

  • Travel of less than 5% travel


  • Familiarity with HVAC and applied equipment (chillers, air-handling units and refrigeration) strongly preferred

  • Prior management experience

  • Mechanical proficiency



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.

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