Johnson Controls is a world class employer where ingenuity and excellence are welcome. We are a global market leader in Automotive Experience, Building Efficiency and Power Solutions with over 140,000 employees in 125 countries. For over a century, Johnson Controls has been working to find new ways to improve the places where people live, work and travel, which in turn gives our employees the chance to change the world. At Johnson Controls, you’ll be challenged to innovate and encouraged to apply your talent and knowledge in an environment that values teamwork, integrity and diversity. Join us now! Your Ingenuity is welcome! (EOE/AA Employer)

**This position can be located anywhere within the United States**

Under general supervision, responsible for driving maximum productivity and profitability for an assigned team of 10-12 technicians. Efficiently deploys all resources of the assigned Service Operations team, including scheduling, dispatching and ongoing operations management. Partners effectively with a Service Foreman / Chiller Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer's expectations. Analyzes and assesses team performance and makes adjustments as needed to ensure customer satisfaction in a cost effective manner.

PRINCIPAL DUTIES:

1. Manages service team productivity through constant analysis, assessment and course correction. Prepares and / or reviews various financial reports on days to invoice, unbilled backlog, on-time service visits, on-time renewals and renewal rate, vehicle mileage per call, and other various productivity and financial statistics. Identifies methods to minimize travel, downtime or situations that stand in the way of delivering prompt, cost efficient service. Reviews financials on a contract by contract or account basis to ensure profitability.
2. Partners with the Service Foreman / Chiller Team Manager to prepare yearly, monthly and weekly execution plans for scheduled service visits. Manages labor scheduling to align technician skills to the appropriate contract to ensure maximum efficiency in execution. Ensures technicians are provided daily schedules. Authorized to manage daily labor to appropriate levels including releasing labor when work loads are down.
3. Responsible for asset management including cost control and overseeing collections. Manages service invoicing, ensuring daily billing is being executed by the SOAA.
4. Manages service defect warranty process, including filing and investigation of associated warranty claims.
5. Communicates services provided directly to the customer. Ensures work has been performed to the customer's expectations and performs follow up as needed. Answers any customer inquiries and resolves or escalates customer issues as appropriate.
6. Maintains consistent communication with assigned technicians. Follows up on activities to ensure completion in a reasonable timeframe.
7. Oversees or actively receives customer calls and requests. Determines customer needs and matches appropriate labor resource. Communicates the action plan to the customer.
8. Drives the on time planned service contract renewal process. Enters renewed contract information in to booking systems. May assist management in output reporting for accurate forecasting. Proactively works with customers and sales to ensure early renewals.
9. Using technology, tracks dispatched technicians throughout the day to maintain highest productivity and cost efficiency.
10. Leads the SOAA in making purchasing decisions as needed to assist the technicians complete work in the most efficient manner.
11. Partners with the Branch Manager or Service Manager to maintain proper inventory/truck stocking management. Coaches technicians on effective inventory/truck stocking levels.
12. May manage assigned vehicles. Tracks miles, maintenance, gasoline mileage and similar vehicle related data. Schedules preventative maintenance as needed.
13. Works with the Service Foreman / Chiller Team Manager to identify team cross training and developmental needs.
14. Participate with information gathering for new customer qualification.
15. May prepare and issue subcontracts.
16. Develops and maintains viable long-term relationships with customers and subcontractors.
17. Performs other duties as assigned.

Qualifications

Minimum of five years of service industry experience managing service operations and / or service dispatch / scheduling. Possesses basic accounting and business principles. Able to lead and direct diverse teams. Demonstrated competence in written and verbal communication skills. Able to positively represent Johnson Controls and communicate with others at varying technical levels. Able to use Service Management software and financial accounting systems. Demonstrated proficiency in MS Office (excel, word, power point), and basic Windows environment. Demonstrates the ability to mentor and/or supervise SOAAs.

Job
Service Operations & Management

Primary Location
WI-Milwaukee

Other Locations
Alabama, Maine, Arkansas, Montana, Oregon, New Jersey, Virginia, District of Columbia, Kentucky, South Dakota, North Carolina, Washington, Iowa, Maryland, New Mexico, Tennessee, Oklahoma, Indiana, Mississippi, Michigan, Nevada, Connecticut, Minnesota, Pennsylvania, Delaware, Rhode Island, Massachusetts, Missouri, Vermont, West Virginia, Louisiana, Georgia, Illinois, Wisconsin, California, Utah, Idaho, Ohio, Florida, Nebraska, New York, North Dakota, Wyoming, Colorado, South Carolina, New Hampshire, Kansas, Texas, Arizona

Organization
Controls North America