Johnson Controls, Inc. | Service Account Manager
7 days ago
What you will do:
Supervise activities of FLSPs in the delivery of services to the customers and ensure that technical support is available to FLSPs. Represent JCS to customers to achieve high customer satisfaction and support service sales teams. Drive L&M sales in the assigned service team. Recruit, hire, develop and retain FLSP staff in order to maintain proper staffing level. Conduct skill assessment to ensure high productivity and customer service.
How you will do it:
Responsible for achieving the PSA and L&M business plan assigned including actively participating in initiatives of expanding and renewing PSA proposals, driving L&M sales growth, field proposals, audits, etc.
Set performance expectations & provide regular feedback to FLSPs.
Work with FLSP team leader to ensure work (incl. PSA scheduling & L&M works) is being done within timeframe given and that processes are followed.
Review service delivery plans for quoted jobs to confirm FLSP hours is accurate and service plan is appropriate for customer needs.
Driving FLSP productivity and profitability.
Be primary contact for any assigned customer accounts and ensure customer satisfaction & develop good customer relationship as well as service sales staff.
Help FLSPs to develop deeper relationship with the customers.
Assist PSA sales staff in securing of renewal PSA proposals by capitalizing on both technical knowledge and customer relationship.
Proactively lead in identify & secure L&M opportunities during service visits and accurately estimate labour and material requirements required to complete jobs on time and within cost estimate.
Ensure FLSPs maintain accurate documentations including L&M opportunities, equipment conditions and customer concerns.
Verifying payment to suppliers & sub-contractors.
Follow-up on payment from customers.
Determine overall staffing requirements and gaps of FLSPs in terms of both quantity and quality of resources and create development and training plan.
Conduct regular skills assessment, performance appraisal of FLSPs and review and gain approval of all performance related actions from HR and Service Operations Manager.
Actively participate in trainings assigned by Service Operations Manager to enhance technical skills & product knowledge.
Ensure technical support is available for FLSPs.
Approves time sheets, purchase orders, change orders, credits, and necessary administrative tasks as expected.
Perform any other duties or undertake additional role from time to time, whether ad-hoc or otherwise, as assigned by the management.
What we look for:
Diploma / Degree with minimum 5 years relevant working experience.
Strong problem-solving skills.
Ability to work independently and possess good team spirit.
Excellent attention to detail.
Excellent time management, decision making, prioritization and organization skills.
What we offer:
Competitive salary.
Paid vacation/holidays/sick time.
Comprehensive benefits package.
On the job/cross training opportunities.
Encouraging and collaborative team environment.
Dedication to safety through our Zero Harm policy.
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