What you will do
Under General Supervision from the Area Service Manager, provides functional coaching and training to the Branch Service Managers, Truck Base Service Manager's, Customer Service Agents and Customer Service Agent Assistants within the Atlantic Coast branches in VA, NC and SC. Analyzes and assesses the branch operations team 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 Lead CSA, CSA, and CSAA roles and responsibilities.
Actively participates as a subject matter expert in NA truck Based business process design and implementation
Receives, coordinates and communicates position specific process updates/changes from the regional or NA level to Branch Service Managers, TBSM, and CSAA's.
Provides ongoing functional training, coaching and mentoring for new existing BSM's, TBSM's, CSA's and CSAA's within the local branch and region. Promotes the implementation of "Best practices" which impacts SSN'A ability to grow the Truck Based business and achieve world class customer satisfaction
Ensures function specific business initiatives are implemented and executed
May guide and prioritize the activities of the Customer Service Agent, and the CSAA by periodically performing duties of the Customer Service Agent Assistant as overflow demands.
Other duties and administrative activities as assigned.
What we look for
Three (3) minimum experience in the HVAC industry
Proficient with MS Word Suite
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 5 years.
Ability to travel within the assigned region, may require overnight travel as needed it.
Five (5) years of HVAC industry experience
Hands-on experience of the HVAC Service Matrix
Principals of accounting
Proficient with Microsoft Word, PowerPoint and Excel
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.
Johnson Controls, Inc.