Field Service Manager (Ruskin)

***Consideration given to applicants residing in or within a commutable distance from Grandview, MO***

Build your best future with the Johnson Controls team! 

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through significant work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! 

Who We Are:

At Ruskin®, we've become the leaders in the air control industry because we care about empowering our partners and customers to build better buildings and ultimately, to build them with healthy and comfortable air. That's why we are always out front with the best air control solutions in the industry.

What We Offer:

• Competitive salary 

• Paid vacation/holidays/sick time 

• Comprehensive benefits package including 401K, medical, dental, and vision care – available day one!

• On the job/cross training opportunities 

• Encouraging and collaborative team environment 

• Dedication to safety through our Zero Harm policy 

What You Will Do:  
The Field Service Manager is a crucial part of our company's initiative to enhance the Ruskin customer experience. This role will manage a team of Customer facing and financial Warranty Advocates, providing support to our customers utilizing our digital platforms/resources. Our Field Service Manager will oversee and ensure efficient execution of field issue, claim management, and issuance of customers’ credits and debits. This position is not eligible for Visa sponsorship.

How You Will Do It: 

• Responsible for daily interaction with our customers in a friendly, courteous, efficient, and professional manner

• Manage and guide the team to deliver prompt follow up on all customer requests for information regarding warranty eligibility and claims lifecycle

• Ensure proactive communication with customers about any expected delays or issues with their claims

• Oversee and ensure effective communication and documentation with customers utilizing CRM/Salesforce and other various associated platforms

• Lead the team in researching, navigating, independently or collaboratively to provide answers to resolve customer requests, claims, or issues

• Encourage a team-oriented mindset to identify potential enhancements and process improvements

• Manage the research of field service claims by partnering with customers, store associates, and Regional Sales Manager to obtain pertinent information

• Implement processes for entering warranty claims in our database system, verifying and double-checking the accuracy of information through each step of the process

• Implement strategic recruitment, hiring and coaching practices that cultivate a positive and supportive team environment that propels associate engagement and organizational success

• Ensure the submission of requests to the manufacturer for needed updates and follow through to closure

• Utilize and analyze daily and weekly reports to ensure the issuance of customers' credits in a timely manner

• Create and ensure the closure of factory credit memos by utilizing, analyzing, and reconciling the weekly financial reports

• Provide warranty resources to support and train cross-functional departments including stores and sales staff

• Establish and monitor team KPIs and goals, utilizing data to drive decision making and improve customer service

• Pivot team as necessary to support changing customer and business needs, ensuring flexibility and adaptability in a dynamic business environment

What We Look For:

Required

• Four-year degree or equivalent relevant work experience 

• Minimum of 5 years of HVAC experience

• Exhibits strong leadership qualities and excels at communicating effectively both verbally and in written format

• Must have a strong work ethic, high energy, enthusiasm, and a customer-centric mindset, as well as a desire to succeed

• Experience in a high-volume fast-paced Field Service environment with tech-savviness, analytic, and reconciliation skills

• Ability to travel up to 40%

• Must possess exceptional leadership and team management skills, effectively leading and motivating a team in both remote and in office settings, while adapting their schedule to align with changing business demands

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and 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. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.