Job Description

What you will do

* Tyco Retail Solutions, a business of Johnson Controls is looking for a Service Quality Manager who is responsible for enabling service excellence and customer satisfaction through focused attention to specific retail customers.
* The role requires a mindset of continuous improvement, operational excellence and exceptional customer service. This role will also require the ability to build and cultivate strong productive working relationships across internal teams and assigned customers, while also executing on defined support service models that help achieve joint objectives.
* This individual is charged with achieving high quality of post-installation customer service with all assigned customers ensuring achievement of key operational performance measures as defined in the customer service contract. The person in this role will have demonstrated solid communication skills in providing clear, concise, and accurate response to various operational activities.

How you will do it

* Become the escalation point for all service-related issues and work with the internal support resources to resolve all escalated incidents for assigned customers.
* Review open service cases daily for assigned customers.
* Confirm service case accuracy, assignment, and that the case is scheduled properly to ensure completion within the agreed upon SLA.
* Verify order creation for the correct equipment needed to resolve the service case, working closely with inventory management team.
* Address delays in service case resolution, identify root cause, and help to remove barriers to service completion.
* Drives resolution for all product shipment or delivery issues for assigned service case including but not limited to product shortages, missing product, or damaged product.
* Take corrective action to ensure service levels are being achieved. Create and utilize a manage by fact process to help resolve recurring customer issues.
* Proactively call out risks and track order movement, intervene when necessary to maintain SLA.
* Ensure special handling comments are clearly identified and kept up to date.
* Support and monitor refurbish requests.
* Communicate cross-functionally with all stakeholders to evaluate the quality of service.
* Perform ongoing service level agreement analysis, surveys, and reporting to internal and external stakeholders.
* Ensures all service case documentation is received and appropriately stored in the document repository up to and including lessons learned and related SOPs and other documentation.
* Own, lead and deliver process reengineering projects and facilitate additional improvement opportunities.
* Participate in post installation project reviews.
* Provide input to pre-sales and SMA leader during service agreement reviews, and development of future SLAs.
* Participates in meetings and/or conference calls with customer and internal project team as requested and captures minutes including key discussion points, actions, issues, and decisions.
* Performs other duties as assigned.

What we look for
Required

* Bachelors degree in degree in Business, Operations Management, IT, Engineering, or a related field.
* ASQ or related certification a plus.
* 5+ years of related work experience in operations, with proven experience in improving client satisfaction.
* Technical expertise in LP, RFID, CCTV field installation.

Preferred

* Technical expertise with existing Sensormatic installation products or related experience
* Strong judgment and proven ability to balance growth, customer retention and service targets against operational capability.
* Experience is supporting sales activities for existing customers.
* Strong written, verbal, and interpersonal communication skills
* Superior attention to detail
* Proven analytical problem-solving ability
* Thrives in team environment
* Experience in working with cross-functional teams
* Conflict resolution skills
* Maintains positive, energetic presence in complex situations
* Excellent ability to build and maintain strong, productive relationships with Project Managers, Project Team Members, Project Stakeholders, and Customers
* Excellent facilitation and follow-up skills
* Strong personal computer skills: Excel, Word, Outlook, PowerPoint, MS Power BI, Smartsheet, SharePoint, MS Project
* Familiarity with retail loss prevention EAS, Video, RFID, Field Service and Installation experience a plus

Johnson Controls International plc. 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, genetic information, 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/careers.