Field Services Technician

Mission Critical Services Manager

Supporting Johnson Controls' Mission Critical Services (MCS) with the Data Center Solutions/Silent-Aire area, you will delegate responsibilities to team members, motivate other service managers or supervisors, and ensure that their work area achieves goals in areas such as profitability, accountability, and customer satisfaction. You will also be responsible for region profitability, client relations, employee development, retention, and safety program compliance while ensuring high levels of operating performance as measured by customer satisfaction, profitability, and growth.

You will have five main areas of responsibility:

• Service Agreement Fulfillment
• Regional Deployment
• QA/QC
• Maintenance
• Technical Consulting

How you will do it:

• Manage the day-to-day operations of a regional service company including people, facilities, tools and equipment and customer service and satisfaction.
• Manage multiple client projects/accounts through regular site visits, client interaction, and appropriate software tools.
• Responsible for building and maintaining client relationships.
• Develop and execute service level agreements.
• Assign responsibility for executing project plans to key subordinates after careful assessment of how to utilize their qualifications and strengths.
• Monitor and report the progress of all project's activity within the region, including significant milestones, and any conditions, which would affect project quality, cost, or schedule. Provide project field support on projects, as required.
• Responsible for interviewing, hiring, training, and evaluating service technicians in the region.
• Conduct performance reviews for building leads; lead and motivate leads in human resources activities (such as raising retention rates).
• Develop and maintain expert technical knowledge across the product/service line.
• Contribute to building the infrastructure, personnel, and client base in their respective region.
• Research, troubleshoot, and follow through for a prompt resolution of any customer question, problem, or complaint.
• Assist Business Development with marketing activities in the applicable region by providing leads, participating in project scope development, negotiation of changes to the scope of work.
• Responsible for maintaining and improving region profitability.
• Lead and motivate leads in optimizing costs and quality control, as well as modeling excellent relations between the business and the community.
• Implement corporate directives and develop regional business plans to meet financial objectives. Manage, plan, and coordinate the operation strategies of a company within a geographical region.
• Generate regional business reports, collect statistics, and ensure paperwork is properly completed.
• Provide information by collecting, analyzing, and summarizing data and trends.
• Protect organization's value by keeping information confidential.
• Other duties and projects as assigned.

What we look for:

Required:

• Bachelor's Degree in related field and/or equivalent work experience
• Minimum 6+ years of experience in field operations management
• 3+ years of people management and/or supervisory experience
• Exceptional communication skills with internal/external customers
• Proven organizational and analytical skills
• Ability to travel up to 30%

Preferred:

• HVAC and/or electrical certifications
• Familiarity with PLC programming or refrigeration