Under general supervision from the Branch Operations Manager, collaborates to build and assess service business performance, drive and adjust leading and lagging and financial metrics and augment customer loyalty program. Manages, tracks and provides direct support for the planned service agreement 180 day renewal process and contract health/backlog reviews.
How you will do it
Works with local market Service Managers to ensure financial objectives are met through accurately forecasting, analyzing and driving the business processes of all lines of service business, including annual financial planning, manpower loading, forecasting, and monthly business analysis.
Supports efforts to identify, secure and retain service customers by actively networking with community business, governmental and professional leadership; establishing relationships that enhance the local reputation of Johnson Controls and the local market, ensuring referrals and proposal requests.
Responsible for tracking and monitoring of the touch point plans and the contract renewal life cycle process with the account owners to drive agreement scope escalation growth and margin expansion. Escalate issues to appropriate sales and operations individuals for timely follow-up as required. Will require direct interaction with customers for follow-up to secure purchase orders or to meet special invoicing conditions.
Leads PSA backlog reviews and L&M pipeline review meetings. Reviews and completes field proposals and estimates for accuracy before sending to customer.
Develops and maintains viable long-term relationships with customers and subcontractors.
Works with leadership team to prepare annual operation plan for PSA scheduled service visits as well as L&M quote campaigns.
Works with CSAs to coordinate and adjust monthly/weekly/daily and assess labor to meet the contractual obligations.
Participates in Truck Based Business Review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, and Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on action items identified.
Maintains delivery standards consistent with Building Technologies and Solutions North America objectives for sustainable, profitable service growth through efficient execution of the work sold.
Supports safety audit and pre-job checklist metrics in compliance with the Johnson Controls Safety Policy.
Interacts directly with for all Service programs and initiatives. Coordinates flow of information between Building Technologies and Solutions North America and Field Service Teams.
Partners with Warranty Services Team to facilitate administration of warranty claims.
Promotes the implementation of “Best Practices” which impacts ability to grow the Truck Based business and achieve world class customer satisfaction.
Other duties and administrative activities as assigned.
Associate’s degree preferred, high school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and / or service scheduling.
Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
Must have strong interpersonal skills to effectively communicate with both internal and external clients.
Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
Able to prioritize work activities based upon financial impact to desired business goals.
Experience and/or basic project accounting or costing principals is desired.
Able to positively represent Johnson Controls and communicate with others at varying levels.
Able to influence diverse teams to accomplish tasks/goals.
Able to use Service Management software and financial accounting systems.
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