Service Operations Manager
hace 12 horas
At Johnson Controls, we are seeking a highly skilled Service Operations Manager to join our team. As a key member of our organization, you will be responsible for enabling service excellence and customer satisfaction through focused attention to Retail customers.
Key Responsibilities:- Monitor and supervise customer support activities to ensure customers receive the highest standards of care and efficiency when resolving their problems.
- Ensure all operational activities comply with the requirements of local authorities and clients across the region.
- Establish quality goals, focus on prevention, and drive organizational improvement.
- Review all open service cases daily for assigned customers, ensuring they are assigned and scheduled properly.
- Create and review SLA performances.
- Generate SLA reports and monitor service performance daily against customer service commitments.
- Maintain compliance with Operations KPIs, creating or using available tools and processes.
- Understand all customer contracts and service commitments.
- Take corrective action to ensure service levels are being achieved.
- Maintain and improve service quality by completing audits, documenting persistent issues, and investigating customer complaints.
- Collaborate with other team members to develop an improvement plan.
- Work with Ops managers to create customer-facing reports on service performance for quarterly business reviews.
- Review customer satisfaction survey results for post-service/install surveys and follow-up for continuous improvement.
- Provide a single point of contact for assigned Partners for service support for all JCI-related activity at the assigned customer.
- Establish relationships with appropriate Partners leadership and maintain frequent communications regarding service quality.
- Provide an escalation point for all service-related issues, working with partners' support resources to resolve escalated incidents.
- Identify opportunities for ongoing process improvements.
- Set and manage the workload and priorities of the Partners team.
- A/BS degree in Business, Operations Management, IT, or a related field.
- 5+ years' work-related experience managing a large-scale service environment.
- Experience building and executing on a global service delivery team.
- Strong judgment and proven ability to balance growth, retention, and service targets against operational capability.
- Strong proficiency in implementing scalable business processes and driving organization-wide process improvement.
- Global experience with the ability to think across disciplines, industries, cultures, and scenarios.
- Experience supporting sales activities for new customers.
Johnson Controls offers an interesting compensation package according to your qualification and experience. In addition to our salary policy, job stability, training, the possibility of professional development, and an excellent work environment, are part of our employee benefits package.
Working with us, you will be part of a global company that welcomes diversity, rewards work well done, and inspires people to achieve their best. In an environment that is constantly evolving, we will put the pillars so that you can develop a professional path that is as unique as you. As a member of our team, you will have the opportunity to make a difference. The world is waiting for you, and so are we.
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