Integrated Solutions Service Tech 5

Johnson Controls; Hyderabad; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Johnson Controls Hyderabad is seeking a Service Account Manager to lead the Service Operations for Applied and CFS teams, accountable for annual/quarterly/monthly targets and customer satisfaction.

You will oversee daily safety communications, billing, margins, and weekly reviews with stakeholders to optimize service delivery and client relations.

Responsibilities

• Lead Service Operations for Applied and CFS teams; responsible for annual/quarterly/monthly business targets and customer satisfaction metrics.
• Ensure all customer satisfaction metrics are met or exceeded.
• Daily safety communications to technicians to reinforce safety culture and investigate incidents.
• Oversee L&M daily WIP & billing; approve quotes above thresholds and monitor labor/parts discounts and margins.
• Coordinate PSA bookings, renewals, and monitor PSA opportunities; lead weekly reviews of pipeline activity.

Job description

## Integrated Solutions Service Tech 5Apply: Hyderabad-Andhra Pradesh-India: Full time: Posted Today: WD30282296### 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 Daily communication to Technicians to reinforce the safety culture. Aggressively engage in any and all safety incident investigations.### Create actions / communications to avoid future recordable Injuries.### 2 Support the completion of active SRs and activities not completed. Help remove barriers for completion as required.### 3 L&M - Daily WIP & Billing (Drive linear billing throughout the month). Approve all L&M quotes above set thresholds.### 4 L&M - Monitor L&M Compliance (i.e. Labor Discounts, Parts Discounts, Quoted & Secured GM% etc.)### 5 PSA - Review estimated vs. actual SSV hours. Review PSA Renewals Margin Expansion.### 6 Address any external and internal Customer Satisfaction issues that have arisen.### 7 Review outstanding A/R balance with SDM (CSA) and discuss action plans for delinquent customers.### 8 Monitor Team Schedule to ensure all Technicians have scheduled activities for the next day; adjust workforce as required.### ### **Weekly Routine Activities**### 1 Follow daily rountine activities.### 2 Approve time and expense report submissions. Address Time Sheets that have not been submitted or approved.### 3 Perform Customer Touchpoint Activities & job site visits (3-5 customers per week).### 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 Follow-up on open L&M and PSA quotes/opportunities for the following month.### 6 Lead weekly meeting with TTL, SDM (CSA), SDA (CSAA) to review L&M pipeline activity and balance of SSV planned.### 7 Identify performance gaps, define actions to address and fortnightly review on progress.### 8 Analyze manpower needs for TBSV business. Review technician utilization & provide monthly Labor & L&M projections.### 9 Fortnightly recruitment and retention reviews.### 10 Set & Monitor goals for customer account GM delivery.