Customer Experience Champion

2 weeks ago

Petaling Jaya, Selangor, Malaysia Johnson Controls, Inc. Full time

Job Title: Service Delivery Manager

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We are seeking a highly skilled Service Delivery Manager to join our team at Johnson Controls, Inc. The successful candidate will be responsible for leading and coordinating our engineering/technical teams, ensuring that our customers receive exceptional service and value.

About the Role

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This role requires a professional with a strong background in service operations management and a proven track record of delivering results. You will be responsible for obtaining a comprehensive understanding of our customers' contractual agreements, driving request fulfillment within agreed-upon service level agreements (SLAs), and ensuring that our customers receive consistent and high-quality service.

Main Responsibilities

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  • To lead and coordinate with our engineering/technical teams to optimize resource allocation and achieve daily operational objectives.
  • To obtain a comprehensive understanding of our customers' contractual agreements and use this knowledge to drive request fulfillment within agreed-upon service level agreements (SLAs).
  • To manage and communicate with key stakeholders on daily operational support, ensuring that our customers' needs are met.
  • To engage with customers and/or vendors to ensure smooth delivery of services, identifying opportunities for growth and improvement.
  • To manage escalations and complaints with appropriate priority and diligence, assessing situations, issues, and opportunities, and escalating when necessary.
  • To work closely with our contractual salesperson to ensure timely contract renewal, driving revenue growth and expansion.
  • To identify operational gaps and drive closure both internally and externally, ensuring that our customers receive consistent and high-quality service.
  • To ensure that planned activities execute within allocated budgets, managing resources effectively to deliver results.
  • To ensure part availability facilitates scheduling and execution in a timely manner, minimizing delays and maximizing efficiency.
  • To prepare and present financial forecasting and resource capacity planning for your team, discussing critical account information in weekly cadence sessions.
  • To coordinate with your colleagues to ensure best practice and continuous improvement in service delivery, driving excellence across the organization.
  • To be responsible for timely deliveries and tracking, ensuring that our customers receive their orders on time and in perfect condition.
  • To perform other ad-hoc duties as required, supporting the growth and success of our organization.

Requirements

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  • A degree preferably with industry experience managing service operations and/or service scheduling.
  • Proficiency in English with excellent oral and written communication skills.
  • A leader who sets an example, influencing individuals and groups towards achieving their goals.
  • Excellent attention to detail and strong organizational skills.
  • Ability to work efficiently in a fast-paced environment and under pressure.
  • Capacity to work independently with good team spirit.

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