HVAC Customer Service Representative

What you will do:

Under general supervision from the Branch Operations Manager, collaborates to build and assessservice business performance, drive and adjust leading and lagging and financial metrics and augmentcustomer loyalty program. Manages, tracks and provides direct support for the planned service
agreement 180 day renewal process and contract health/backlog reviews.

How you will do it:

• Works with local market Service Managers to ensure financial objectives are met throughaccurately forecasting, analyzing and driving the business processes of all lines of servicebusiness, including annual financial planning, manpower loading, forecasting, and monthlybusiness analysis.
• Supports efforts to identify, secure and retain service customers by actively networking withcommunity business, governmental and professional leadership; establishing relationships thatenhance the local reputation of Johnson Controls and the local market, ensuring referrals andproposal requests.
• Responsible for tracking and monitoring of the touch point plans and the contract renewal lifecycle process with the account owners to drive agreement scope escalation growth and marginexpansion. Escalate issues to appropriate sales and operations individuals for timely follow-upas required. Will require direct interaction with customers for follow-up to secure purchaseorders or to meet special invoicing conditions.
• Leads PSA backlog reviews and L&M pipeline review meetings. Reviews and completes fieldproposals and estimates for accuracy before sending to customer.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Works with leadership team to prepare annual operation plan for PSA scheduled service visitsas well as L&M quote campaigns.
• Works with CSAs to coordinate and adjust monthly/weekly/daily and assess labor to meet thecontractual obligations.
• Participates in Truck Based Business Review meetings by preparing and discussing criticalaccount information pertinent to current profitability status (i.e. outstanding claims, PSAvariance, Accounts Receivable issues) and customer satisfaction issues. Researches andfollows up on action items identified.
• Maintains delivery standards consistent with Building Technologies and Solutions NorthAmerica objectives for sustainable, profitable service growth through efficient execution ofthe work sold.
• Supports safety audit and pre-job checklist metrics in compliance with the Johnson ControlsSafety Policy.
• Interacts directly with for all Service programs and initiatives. Coordinates flow ofinformation between Building Technologies and Solutions North America and Field ServiceTeams.
• Partners with Warranty Services Team to facilitate administration of warranty claims.
• Promotes the implementation of "Best Practices" which impacts ability to grow the TruckBased business and achieve world class customer satisfaction.
• Other duties and administrative activities as assigned.

Requirements:

• Associate's degree preferred, high school diploma or equivalent required, plus a minimum of fiveyears of service industry experience managing service operations and / or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and
• Attention to detail skills. Must have strong interpersonal skills to effectively communicate withboth internal and external clients. Must have the ability to simultaneously handle a large anddiverse number of projects, tasks and issues with tact, cooperation, and persistence. Able toprioritize work activities based upon financial impact to desired business goals.
• Experience and/orbasic project accounting or costing principals is desired.
• Able to positively represent JohnsonControls and communicate with others at varying levels.
• Able to influence diverse teams toaccomplish tasks/goals.
• Able to use Service Management software and financial accountingsystems.