Johnson Controls
Service Delivery Excellence Leader - India
This job is now closed
Job Description
- Req#: WD30261078
- Provides leadership for the overall services delivery and supporting field service team to perform.
- Drives service operation team toward on-time committed service, maintain service level agreement (SLA), service quality.
- Coordination with factory and supply chain for on-time material support and managing service inventory.
- Seeking and analyzing customer feedback to improve service delivery quality, timeliness and correctness to improve CSAT & NPS.
- Monitoring and improving response and resolution time and post-service customer communication to ensure close loop.
- Work closely with regional managers and technical support manager to identify front line service engineer’s training requirement and drive the training plan with learning and development team.
- Coordination with sales for driving on time PSA renewal and timely PPM for PSA contracts.
- Providing deep focus & ownership on overall services delivery and handling 2nd level customer escalation.
- Lead the overall Services business and being accountable for operational (EHS, Quality, On Time Delivery, Cost, Productivity, Net Promotor Score) results.
- Develop and deliver business plans for specific service line opportunities; drive the operationalization of such plans.
- Champion the collaboration with various stakeholders to support overall PSA / Retrofit / L&M / Other Service strategies and needs by changing or improving current Service models, structures, processes, tools, technologies to optimize performance.
- Own and drive digital service transformation in delivering the services to customers.
- Provide direction and guidance on the implementation of high-impact transition and transformation projects. Act as the change champion.
- Drive consistency of end-to-end service operations across the cluster, and in full alignment with standards, framework, processes and policies set by the APAC Services team.
- Jointly establish and ensure the implementation and execution of strategic growth initiatives in APAC
- B.E/B. Tech (Electronics/ IT/ Mechanical/Equivalent) is preferred
- 15 to 20 Years of relevant professional experience of Service operation in Building Automation / HVAC industry.
- Strong Customer connect, Operational & Financial Skills.
What you will do
How you will do it
What we look for
About the company
Johnson Controls International is an American Irish-domiciled multinational conglomerate headquartered in Cork, Ireland, that produces fire, HVAC, and security equipment for buildings.
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