Service Quality Manager-REMOTE
Johnson Controls

Job Info

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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 SOP's 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 SLA's.
• 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.
  

This job has expired.