Johnson Controls

Provides smart building technology and services

Integrated Solutions Service Tech 5

Account ManagementConfirmed live in the last 24 hours

Full-timeHyderabad, Telangana, IndiaNo salary listedIn-person

About the Job

Responsibilities

Provide leadership to the Service Operations business for both Applied and CFS teams and be accountable for annual, quarterly, and monthly business targets.
Ensure customer satisfaction metrics are met or exceeded.
Communicate daily with technicians to reinforce safety culture and participate in safety incident investigations.
Create actions and communications to prevent future recordable injuries.
Support completion of active service requests and unfinished activities, and remove barriers as needed.
Manage labor and materials work in progress and billing, drive linear billing throughout the month, and approve labor and materials quotes above set thresholds.
Monitor labor and materials compliance, including labor and parts discounts and quoted and secured gross margin percentage.
Review estimated versus actual SSV hours and PSA renewals margin expansion.
Address external and internal customer satisfaction issues.
Review outstanding accounts receivable with the service delivery manager and discuss action plans for delinquent customers.
Monitor team schedules to ensure technicians have activities scheduled for the next day and adjust workforce as required.
Approve time and expense reports and address timesheets that have not been submitted or approved.
Perform customer touchpoint activities and visit three to five customer job sites per week.
Assist in finalizing new and renewal PSA bookings; review cost and scope estimates for new PSA sales opportunities before proposals are presented; complete the exit process for non-renewing PSAs.
Follow up on open labor and materials and PSA quotes and opportunities for the following month.
Lead weekly meetings with TTL, SDM (CSA), and SDA (CSAA) to review labor and materials pipeline activity and planned SSV balance.
Identify performance gaps, define corrective actions, and review progress fortnightly.
Analyze manpower needs for TBSV business, review technician utilization, and provide monthly labor and labor-and-materials projections.
Conduct fortnightly recruitment and retention reviews.
Set and monitor goals for customer account gross margin delivery.

A Service Account Manager ( SAM ) would provide leadership to Service Operations Business of both Applied and CFS teams. Totally accountable to Annual / Quarterly / Monthly business targets of both Applied and CFS business. Ensure all customer satisfaction metrics are met / exceeded.

Daily Routine Activities

1 Daily communication to Technicians to reinforce the safety culture. Aggressively engage in any and all safety incident investigations.

Create actions / communications to avoid future recordable Injuries.

2 Support the completion of active SRs and activities not completed. Help remove barriers for completion as required.

3 L&M - Daily WIP & Billing (Drive linear billing throughout the month). Approve all L&M quotes above set thresholds.

4 L&M - Monitor L&M Compliance (i.e. Labor Discounts, Parts Discounts, Quoted & Secured GM% etc.)

5 PSA - Review estimated vs. actual SSV hours. Review PSA Renewals Margin Expansion.

6 Address any external and internal Customer Satisfaction issues that have arisen.

7 Review outstanding A/R balance with SDM (CSA) and discuss action plans for delinquent customers.

8 Monitor Team Schedule to ensure all Technicians have scheduled activities for the next day; adjust workforce as required.

Weekly Routine Activities

1 Follow daily rountine activities.

2 Approve time and expense report submissions. Address Time Sheets that have not been submitted or approved.

3 Perform Customer Touchpoint Activities & job site visits (3-5 customers per week).

4 Assist in finalizing all PSA bookings (new & renewal). Review all new PSA sales opportunity cost & scope estimates before Sales presents proposal. Complete Exit Process for all non-renewing PSAs.

5 Follow-up on open L&M and PSA quotes/opportunities for the following month.

6 Lead weekly meeting with TTL, SDM (CSA), SDA (CSAA) to review L&M pipeline activity and balance of SSV planned.

7 Identify performance gaps, define actions to address and fortnightly review on progress.

8 Analyze manpower needs for TBSV business. Review technician utilization & provide monthly Labor & L&M projections.

9 Fortnightly recruitment and retention reviews.

10 Set & Monitor goals for customer account GM delivery.

About the Company

Johnson Controls

Provides smart building technology and services

Johnson Controls transforms environments where people live, work, learn, and play by providing smart, healthy, and sustainable buildings. It offers comprehensive digital solutions through its OpenBlue platform, serving healthcare, education, data centers, airports, stadiums, manufacturing, and government sectors with a portfolio of building technology, software, and services focused on efficiency, safety, and sustainability. The company operates in more than 150 countries with about 100,000 experts and aims to reimagine building performance to benefit people, places, and the planet.

Company size: 10,001+
Company stage: IPO
Headquarters: Cork, Ireland
Founded: 1885

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