Regional Service Operations Manager

2 weeks ago

Richmond Hill, Canada Johnson Controls Full time

**Regional Service Operations Manager**

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away

**What we offer**
- **Competitive salary**
- Paid vacation/holidays/ sicktime - **15 days **of vacation first year**
- Comprehensive benefits package including, medical, dental, and vision care - **Available day one**
- Company Vehicle
- Extensive product and on the job/cross training opportunities **With **outstanding resources**
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
- Check us out
- Location: Toronto, Quebec, Manitoba
- 80% Travel

**What you will do**

Under General Supervision from the Area Service Manager, provides functional coaching and training to the Branch Service Managers, Truck Base Service Manager’s, Customer Service Agents and Customer Service Agent Assistants within the Atlantic Coast branches in VA, NC and SC. Analyzes and assesses the branch operations team performance to enhance customer satisfaction, service operations and delivery of financial commitments.

**How you will do it**
- Coaches teams to grow Labor & Material business along with creation of quotes
- Develops and maintains viable long-term relationships with branches service operations teams.
- Inspects yearly, monthly and weekly execution plans for Planned Service Agreements scheduled service visits, along with Associated Service Delivery Plans
- Participates in the Truck Based Business Review meetings by preparing and discussing critical operation information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues). Researches and follows up on action items identified.
- Maintains delivery standards consistent with Building Efficiency North America objectives for sustainable, profitable service growth through efficient execution of the work sold.
- Ensures that all customer account information required to support call management activities and scheduling are kept up to date in internal proprietary service operations management system
- Inspects and supports the administration of warranty claims.
- Ensures branch leadership has an understanding of the Lead CSA, CSA, and CSAA roles and responsibilities.
- Receives, coordinates and communicates position specific process updates/changes from the regional or NA level to Branch Service Managers, TBSM, and CSAA’s.
- Provides ongoing functional training, coaching and mentoring for new existing BSM’s, TBSM’s, CSA’s and CSAA’s within the local branch and region. Promotes the implementation of “Best practices” which impacts SSN’A ability to grow the Truck Based business and achieve world class customer satisfaction
- Ensures function specific business initiatives are implemented and executed
- May guide and prioritize the activities of the Customer Service Agent, and the CSAA by periodically performing duties of the Customer Service Agent Assistant as overflow demands.
- Other duties and administrative activities as assigned.

**What we look for**

**Required**
- Minimum of 12 to 15 years experience
- Proficient with MS Word Suite
- Financial acumen
- Analytical skills
- Excellent communication skills, oral/writing
- Ability to work in a matrix infrastructure, influence change and address any conflict resolution related to change management.
- Ability to travel within the assigned region, may require overnight travel as needed it.

**Preferred**
- Principals of accounting
- Proficient with Microsoft Word, PowerPoint and Excel
- Language French (asset)

We believe in doing well by doing good and hold ourselves accountable to make the world a better place through the solutions we provide, our engagement in society, and the way we do business. We believe that diversity and inclusion matter and make a difference. By embracing its true value and appreciating various perspectives, we strive to be one of the most desirable places to work. **Johnson Controls listed in Forbes Best Employers for Diversity

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