Job Details

HVAC Customer Service Representative

Company name
Johnson Controls, Inc.

Wilmington, DE, United States

Employment Type

Bluecollar, Hvac, Customer Service

Posted on
Oct 09,2019

Valid Through
Jan 22,2020

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HVAC Customer Service Representative','WD30083099277','!*!What you will do

Under general supervision from the Branch Operations

Manager, collaborates to build and assess service business

performance, drive and adjust leading and lagging and financial metrics and

augment customer 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 through accurately forecasting, analyzing and

driving the business processes of all lines of service business, including

annual financial planning, manpower loading, forecasting, and monthly business

analysis.Supports efforts to identify, secure and retain service

customers by actively networking with community business, governmental and

professional leadership; establishing relationships that enhance the local

reputation of Johnson Controls and the local market, ensuring referrals and

proposal requests.Responsible for tracking and monitoring of the touch

point plans and the contract renewal life cycle process with the account owners

to drive agreement scope escalation growth and margin expansion. Escalate

issues to appropriate sales and operations individuals for timely follow-up as

required. Will require direct interaction with customers for follow-up to

secure purchase orders or to meet special invoicing conditions.Leads PSA backlog reviews Reviews and completes field proposals 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 visits Works with CSAs to coordinate and adjust

monthly/weekly/daily and assess labor to meet the contractual obligations.Participates in Truck Based Business Review meetings by

preparing and discussing critical account information pertinent to current

profitability status (i.e. outstanding claims, PSA variance, Accounts

Receivable issues) and customer satisfaction issues. Researches and follows up

on action items identified.Maintains delivery standards consistent with Building

Technologies and Solutions North America objectives for sustainable, profitable

service growth through efficient execution of the work sold.Supports safety audit and pre-job checklist metrics in

compliance with the Johnson Controls Safety Policy.Interacts directly with for all Service programs and

initiatives. Coordinates flow of information between Building Technologies and

Solutions North America and Field Service Teams.Promotes the implementation of “Best Practices” which

impacts ability to grow the Truck Based business and achieve world class

customer satisfaction.Other duties and administrative activities as assigned.

','!*!What we look for


Associate’s degree preferred, high school diploma or

equivalent required, plus a minimum of five years 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 with both internal and external clients. Must

have the ability to simultaneously handle a large and diverse number of

projects, tasks and issues with tact, cooperation, and persistence. Able to

prioritize work activities based upon financial impact to desired business

goals. Experience and/or basic project accounting or costing principals is

desired. Able to positively represent Johnson Controls and communicate with

others at varying levels. Able to influence diverse teams to accomplish

tasks/goals. Able to use Service Management software and financial accounting

systems. Must be able to travel between branches - 20-25%Intermediate to advanced MS Office SuiteWhat else you’ll getSupportive team environment, flexible schedule, and laptop. Add to that a competitive salary, best in class benefits package that starts on day 1, which includes medical, dental & vision, 401(k), tuition reimbursement, paid time off and career growth opportunities. Johnson Controls 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, 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','Field Operations','US-DE-Wilmington','','Bldg Technologies & Solutions','Non-exempt','Non-exempt','HVAC Customer Service Representative

Company info

Johnson Controls, Inc.
Website :

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