Integrated Solutions Service Tech 5

Johnson Controls, Inc.; Andhra Pradesh; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Johnson Controls, Inc. seeks a Service Account Manager (SAM) to lead Service Operations for Applied and CFS teams, accountable for annual, quarterly and monthly business targets.

The role emphasizes driving customer satisfaction and coordinating service delivery across multiple sites. Key duties include daily safety communications with technicians, managing L&M and PSA processes, and addressing issues to ensure timely project and service outcomes, with a focus on revenue protection and workforce

Responsibilities

• Lead Service Operations for Applied and CFS teams to meet annual/ quarterly/ monthly targets.
• Ensure customer satisfaction metrics are met or exceeded across assigned accounts.
• Oversee daily communications with technicians to reinforce safety culture and investigate incidents.
• Review and approve L&M quotes above thresholds; monitor L&M compliance (discounts, GM%).
• Track PSA bookings, renewals, and margins; review estimated vs actual SSV hours and renewals.
• Address external and internal customer satisfaction issues and develop action plans for delinquent accounts.

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