Johnson Controls, Inc. Westminster , MA 01473
What you will do:
This position reports to the Manger, Customer Service Support. This is a senior role supporting the department Manager, requiring vested responsibility in the strategic development of department processes, key performance metrics and overall employee performance against targets. The individual hired will process and coordinate national account customer requests with appropriate District office location for customer service/inspection support.
How you will do it:
Drive strategic plans and initiatives developed by Department Manager
Support Department Manager in the development and execution of critical strategic programs, processes and initiatives
Shared responsibility of development, maintenance and adherence to department key performance metrics
Facilitate/lead new hire department trainings in the absence/unavailability of Customer Care Trainer
Assist in the on-going development and facilitation of departmental continued education modules
Provides department coverage in the absence of the Department Manager
Receive requests for service from customers / or other SSC's and forward to appropriate branch office, follow up and report completed work to the customer
This is a position that will involve a high level of investigation in order to achieve problem resolution
Serve as the primary point of contact for select National Accounts customers in USA and assist Canada ensuring all service related requests are met including inspections, service calls, emergency parts deliveries and all written correspondence is completed and forwarded to the customer.
Process quotes and proposals when required
Implement client contracts and provide information to regional and District personnel.
Coordinate customer requirements and issues of concern, to include monthly account reporting requirements (to include extraction of late inspection reports via system(s) utilized by the SST group, follow up on open issue(s) reported by the customer in a timely and accurate manner as required and any other reporting means required and requested by management or the customer)
Occasional travel required
What we look for:
Education: Bachelor's Degree or Equivalent
Experience: 5+ years equivalent work experience
Required PC skills Microsoft Office Products e.g.
Word, Excel, Outlook and Power Point. Excellent written and communication skills required
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