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Customer Support
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WD30063439030 Requisition #
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What you will do:


This Supervisor is responsible for managing a team of front line associates who perform a variety of tasks related to service delivery in the Security Domain of JCI. Direct reports are responsible for a variety of functions such for service technician scheduling and dispatch, inspection scheduling and completion, material ordering, and strategic customer relations. A successful candidate will work strategically with field and sales leaders to drive world class service delivery and a low-effort experience for our customers.


How you will do it:


• Oversee and assist with operational, customer service, and employee issues independently and as part of a team.
• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions.
• Interact with external and internal customers via telephone, email and in person independently and promote a positive customer service atmosphere.
• Perform weekly/monthly evaluations of team members and provide timely performance feedback.
• Developing and/or maintaining strategic relationships with field and sales leaders within their assigned geography.
• Strive for continuous improvement by identifying local and strategic process optimization.
• Support the Central Operations methodology by focusing on enhancing the customer experience while providing a standardized, scalable approach to the business.
• Drive business related KPI’s relative to NDC functions such as Service Level Response, Job Line Productivity, Job Aging, etc.
• Perform other duties as assigned, including specialized projects.

What we look for:


• College degree or 5+ years of direct supervisory experience required.
• Demonstrated understanding of common or accepted electronic security practices and operational strategies.
• Demonstrated ability to translate strategic vision into tangible programs and approaches
• Demonstrated Operational Agility and the ability to shift smoothly and quickly from task to task
• Comfort with ambiguity and the ability to make service delivery decisions on the fly.
• Demonstrated ability to coach and inspire excellence in front line team members
• Willingness to maintain a consistent, SOP driven approach across peer teams.
• Ability to de-escalate customer concerns and/or complaints and identify solutions to scheduling conflicts
• Ability to understand business KPI’s, identify trends or root cause, and develop and implement action plans as needed to meet corporate goals.
• Comfort around and demonstrated professionalism with higher management including Central Operations Leaders as well as Sales and Field managers and directors.
• Good organizational, multi tasking, and time management skills.
• Knowledge of MasterMind and Service Power preferred.

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.


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