Manager Retail Remote Services

**Manager Retail Remote Services (Global)**:
Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers, associates and the retail environment. We protect assets and people by helping to ensure a safe and secure environment throughout the entire customer journey.

**What you will do **

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.

**How will you do**

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.

**What we look for**
- 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.

**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.

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.

**Who we are
At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers, and manufacturing. With a global team of 105,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.

Our leading portfolio of building technology and solutions includes some o