Manager Retail Remote Services

**Job Details**

**Manager Retail Remote Services (Global)**

**_Position Summary _**

Reporting to the Director or Remote Services - Sensormatic Solutions, this role is responsible for customer satisfaction through design, implantation and managing a best-in-class remote service team. The role requires a mindset of continuous improvement and operational excellence. The leader is charged with achieving high quality of service delivery across a regional and global client base and ensuring key operational performance measures are met.

**_Key Responsibilities _**

Establish, lead and execute the remote service and support team for the business’ suite of products and solutions.
- Determines resource strategy from human capital and technology and leverages most cost effective, quality solution including outsourcing and management of third-party providers.
- Ensures consistent adoption of implementing and managing standardized systems, tools and processes for implementation and support services to ensure minimum costs while ensuring customer satisfaction, SLA achievement and meeting financial goals.
- Plans, organizes, and directs all activities related to remote support including installing, supporting and monitoring of installed devices, managing incoming and outgoing data flows and documenting business processes required to operate a remote support team.
- Creates a global remote support team including contact center capabilities and remote technical support teams that provide implementation, after sale support and customer service support for all customer inquiries.
- Develops and manages an operations dashboard along with reports that provide status and trends against both leading and lagging key performance indices from implementation to support and service.
- Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality products and services as well as seamless customer service.
- Collaborates with other region directors and customer account and sales leadership to implement best practices in service delivery operations.
- Represent the company as appropriate in its relationship with major customers, suppliers, government agencies, etc.
- Supports all regions with 70 + countries in scope, approximately 10 service employees, 50 subcontractors’ employees.

**_Core Competencies _**

**Thought Leadership**
- Strategic Thinking - brings a broad and long-term perspective to issues and demonstrates sound business judgment
- Enterprise Mindset - Has a holistic perspective and drives aligned action for the good of the enterprise
- Entrepreneurial Risk Taking - fosters and/or supports innovation and risk-taking

**Results Leadership**
- Customer Focus - Leverages keen internal and external customer insights to continually strengthen responsiveness and customer satisfaction
- Change Leadership - Embraces and supports meaningful change
- Execution - Demonstrates the drive and discipline to achieve repeated success

**People Leadership**
- Inspire & Influence - Fosters strong engagement and commitment in others
- Collaborate Across Boundaries - Builds trust, cohesiveness and teamwork across organizational boundaries
- Develop Talent - Supports the development and retention of diverse, high-caliber talent
- Self-leadership
- Courage - Addresses difficult issues with confidence, conviction and humility
- Agility - Readily adapts and remains positive in the face of change, ambiguity and pressure
- Self-Direction - Pursues continuous learning and conveys clear values and priorities

**_Qualifications _**
- BA/BS degree in Business, Operations Management, IT, or a related field.
- 10+ 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 ability to think across disciplines, industries, cultures and scenarios.
- Experience is supporting sales activities for new customers.

**_Location _**

Spain

**_Travel _**

Expected travel : approximately 30% on average.

**What we offer
Johnson Control offers an interesting compensation package according to your qualification and experience. You can enjoy an attractive package of social benefits such as life and accident insurance, and the possibility of opting for Flexible Remuneration, which allows obtaining external services, at agreed prices and with significant tax exemptions by contracting medical insurance, childcare check and food tickets.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.

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