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Lead Customer Service Supervisor

2 months ago

Irving, Texas, United States Johnson Controls International Full time
Position Overview

The Lead Customer Service Supervisor plays a vital role within the Fire Electronics division at Johnson Controls. This position entails overseeing the daily operations related to our clients' Fire Electronics requirements while mentoring a team of Electronic Technicians. Frequent travel is expected to engage with customers and ensure that service delivery aligns with their needs.

Key Responsibilities
  • Team Leadership: Supervise and guide the Electronics Service Team to provide prompt emergency and repair services to clients effectively.
  • Customer Liaison: Act as the primary point of contact between clients and internal teams, ensuring seamless service delivery and addressing any concerns that may arise.
  • Performance Management: Provide ongoing feedback and performance metrics to the Electronics Service Team to enhance productivity and service quality.
  • Client Relationship Management: Foster and maintain strong relationships with clients in collaboration with senior management and other departments.
  • Operational Oversight: Manage on-call schedules and emergency responses, ensuring timely completion of field tasks.
  • Contract Management: Ensure customer satisfaction and retention of service agreements while driving profitability and revenue growth.
  • Team Development: Identify manpower needs and oversee hiring processes to maintain adequate staffing levels for prompt customer response.
  • Financial Planning: Monitor open tasks and monthly revenue to align with financial objectives.
  • Compliance: Adhere to Johnson Controls policies, procedures, and safety practices.
Qualifications

The ideal candidate will possess:

  • Nicet II or III certification in Fire Alarm Systems.
  • A minimum of 5 years of experience in the repair, inspection, and installation of fire sprinkler systems or related services.
  • Proven supervisory experience with the ability to manage multiple projects and teams simultaneously.
  • Strong knowledge of Johnson Controls product lines and services.
  • Excellent relationship-building skills and a focus on customer satisfaction.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law.