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Manager Field Support Service

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Job Details
Job Order Number
Company Name
Johnson Controls
Physical Address

Oak Brook, IL 60523
Job Description

Manager Field Support Service

United States of America, Illinois, Oak Brook Field Operations Requisition # WD30132391321 Post Date Nov 22, 2021 Sign Up for Job Alerts What you will do Align and work closely with Centralized Service Teams, Area Security Leaders and Local Service Team Managers. Provide ongoing feedback and guidance on how to drive key service metrics, improve financial performance, assess resource capacity, and share other operational best practices How you will do it

+ Ensure consistency of Field Service Delivery practices across geographies

+ Facilitate recurring reviews of Service Performance Trends and remediation strategies with Local and Area Leaders

+ Work closely with the National Dispatch Center (NDC) acting as a liaison between Local and Centralized teams

+ Drive improvements in Tech Productivity (JLP)

+ Drive improvements in Same Day Resolution (SDR)

+ Ensure contractually mandated response times are met or exceeded (SLA%)

+ Assess training needs and propose market specific Technician Development Plans with specific targets and timelines

+ Improve quality of data that drives scheduling platforms, centralized dispatch processes and mobility solutions

+ Track the number of key Technician Certifications (technology-specific, customer-specific, etc.) to ensure adequate coverage enterprise wide and and contract compliance

+ Minimize internal discounting practices

+ Develop ideas for new initiatives to reduce service expenses and/or improve the customer experience

What we look for Required

+ Four-year degree or equivalent related experience

+ Minimum 3 – 5 years of experience managing field teams in high profile, high impact role

+ Solid understanding of service based delivery models and operational structure

+ Proven management skills with the ability to train and motivate

+ Effective communicator and thought leader

+ Strong written and verbal communication skills

+ Ability to think and act strategically, using data and analytics to set priorities and drive decisions

+ Intermediate to advanced skills with standard Microsoft Office platform, particularly Excel

+ 30% – 50% business travel

??? 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

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