Centralized Operations Service Center Customer Service Specialist at Johnson Controls, Inc in Milwaukee, Wisconsin

Job Description:

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

What you will do

Under general supervision of the Supervisor, responsible for driving productivity, profitability and customer satisfaction for an assigned customer or customer portfolio. Partners effectively with multiple branch service teams to efficiently manage resources to meet contractual requirements for Enterprise and National Account Customers.

 

How you will do it

• Manages planned and unplanned service requests by performing constant analysis, assessment and course correction. Prepares and / or reviews various financial reports on days to invoice, unbilled backlog, on-time service visits, on-time renewals, and other various productivity and financial statistics. Identifies methods to minimize travel, downtime or situations that stand in the way of delivering prompt, cost efficient service. Reviews financials on a contract by contract or account basis to ensure profitability.


• Provides multiple branch service teams yearly, monthly and weekly execution plans for scheduled service visits. Provides analysis and plan to assist branch service teams in labor scheduling to align technician skills to the appropriate contract and to ensure maximum efficiency in execution. Ensures branch technicians are provided with correct customer requirements.


• Manages financial health of the business through labor utilization, cost control, accurate invoicing and accounts receivable.


• Manages call backs and warranty process, including investigation and filing of customer warranty claims.


• Communicates service updates directly to the customer. Ensures work has been performed to the customer’s expectations and performs follow up as needed. Answers any customer inquiries and resolves or escalates customer issues as appropriate.


• Works with customer for quote approvals and not to exceed adjustments as needed.


• Maintains consistent communication with branch service teams. Follows up on branch activities to ensure completion in a reasonable timeframe.


• Drives the on-time planned service contract renewal and change order process. Enters contract information in to booking systems. May assist management in output reporting for accurate forecasting. Proactively works with customers and sales to ensure early renewals.


• Using technology, tracks dispatched branch technicians throughout the day to maintain the highest productivity and cost efficiency based on customer contractual requirements.


• Ensures contracts, sites, tasking, billing and all other customer information is loaded and maintained accurately in service management system.


• Works with branch service teams and centralized procurement in making purchasing decisions as needed to assist the technicians in the completion of work.


• Partners with the branch service teams and centralized inventory team to maintain proper inventory/truck stocking management.


• Works with the branch service teams to identify team cross training and developmental needs.


• Participate with information gathering for new customer qualification.


• May prepare and issue 3rd party purchase orders and subcontract purchase orders.


• Develops and maintains viable long-term relationships with customers and subcontractors.


• Performs other duties as assigned.

What we look for

Required

• Minimum of one year of service industry experience.


• Must have the ability to work independently and demonstrated solid organizational skills.


• Possess strong interpersonal skills to effectively communicate with both internal and external clients. while positively representing Johnson Controls.


• Must have the ability to prioritize work while simultaneously handling a number of projects, tasks and issues with tact, cooperation, and persistence.


• Possess basic accounting principles and business knowledge.


• Demonstrated proficiency in MS Office (excel, word, power point), NxGen and financial accounting software.

Preferred

• Bachelor’s degree preferred