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Service Quality Manager (remote - Cincinnati area) Job in Cincinnati, Ohio US

Service Quality Manager (remote - Cincinnati area)

Johnson Controls Inc. - Cincinnati, OH

Posted: 8/13/2022 - Expires: 11/11/2022

Job ID: 245727894

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Job Description

Job Details

NOTE: This position is based in Cincinnati, OH, however, can be remote within a reasonable commute to Cincinnati for onsite client meetings.

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

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

Familiarity with retail loss prevention EAS, Video, RFID, Field Service and Installation experience

Where legally permissible, if hired, candidate is required to be fully vaccinated against Covid-19 no later than his/her start date, unless candidate has a valid medical condition or sincerely held religious belief precluding he/she from receiving the vaccine.

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 . If you are an individual with a disability and you require an accommodation during the application process, please visit .

Johnson Controls 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, 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/tomorrowneedsyou

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
No
Education Level:
High school graduate
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
68882132
Salary
N/A
Licenses / Certifications:
N/A
Display Recommended WorkKeys®Recommended WorkKeys®:
N/A