Integrated Solutions Service Tech 5

Johnson Controls; Andhra Pradesh; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Johnson Controls is seeking a Service Account Manager (SAM) to lead the Service Operations Business for both Applied and CFS teams in India. The role is fully accountable for annual/quarterly/monthly targets and customer satisfaction metrics, with a strong emphasis on safety, billing, and proactive service delivery.

Daily activities include coordinating safety initiatives, ensuring timely SR closures, and managing L&M and PSA processes, while weekly duties cover audits, client visits, renewals,

Responsibilities

• Daily communication to Technicians to reinforce safety culture
• Create actions to avoid future recordable injuries
• Support completion of active SRs and remove barriers for completion
• L&M - Daily WIP & Billing; approve quotes above thresholds
• L&M - Monitor L&M Compliance (Labor Discounts, Parts Discounts, Quoted & Secured GM% )
• PSA - Review estimated vs. actual SSV hours; PSA Renewals Margin Expansion
• Address external and internal Customer Satisfaction issues
• Review outstanding A/R balance with SDM (CSA) and discuss delinquent customers' action plans
• Monitor Team Schedule to ensure Technicians have next-day activities

Job description

A Service Account Manager ( SAM ) would provide leadership to Service Operations Business of both Applied and CFS teams. Totally accountable to Annual / Quarterly / Monthly business targets of both Applied and CFS business. Ensure all customer satisfaction metrics are met / exceeded.

Daily Routine Activities

1. 1 Daily communication to Technicians to reinforce the safety culture. Aggressively engage in any and all safety incident investigations.
2. 2 Create actions / communications to avoid future recordable Injuries.
3. 3 Support the completion of active SRs and activities not completed. Help remove barriers for completion as required.
4. 4 L&M - Daily WIP & Billing (Drive linear billing throughout the month). Approve all L&M quotes above set thresholds.
5. 5 L&M - Monitor L&M Compliance (i.e. Labor Discounts, Parts Discounts, Quoted & Secured GM% etc.)
6. 6 PSA - Review estimated vs. actual SSV hours. Review PSA Renewals Margin Expansion.
7. 7 Address any external and internal Customer Satisfaction issues that have arisen.
8. 8 Review outstanding A/R balance with SDM (CSA) and discuss action plans for delinquent customers.
9. 9 Monitor Team Schedule to ensure all Technicians have scheduled activities for the next day; adjust workforce as required.

Weekly Routine Activities

1. 1 Follow daily rountine activities.
2. 2 Approve time and expense report submissions. Address Time Sheets that have not been submitted or approved.
3. 3 Perform Customer Touchpoint Activities & job site visits (3-5 customers per week).
4. 4 Assist in finalizing all PSA bookings (new & renewal). Review all new PSA sales opportunity cost & scope estimates before Sales presents proposal. Complete Exit Process for all non-renewing PSAs.
5. 5 Follow-up on open L&M and PSA quotes/opportunities for the following month.
6. 6 Lead weekly meeting with TTL, SDM (CSA), SDA (CSAA) to review L&M pipeline activity and balance of SSV planned.
7. 7 Identify performance gaps, define actions to address and fortnightly review on progress.
8. 8 Analyze manpower needs for TBSV business. Review technician utilization & provide monthly Labor & L&M projections.
9. 9 Fortnightly recruitment and retention reviews.
10. 10 Set & Monitor goals for customer account GM delivery.