Integrated Solutions Service Tech 5

Johnson Controls, Inc.; Hyderabad; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Johnson Controls, Inc. is seeking a Service Account Manager to lead the Service Operations for both Applied and CFS teams and to be fully accountable for annual, quarterly and monthly business targets.

The role emphasizes exceeding customer satisfaction metrics, coordinating technicians, monitoring PSA and L&M activities, managing billing and renewals, and driving continuous improvement across the service portfolio.

Qualifications

• Experience in service account management and team leadership preferred.
• Strong understanding of service operations and customer service metrics.

Responsibilities

• Lead the Service Operations for Applied and CFS teams and be accountable for annual, quarterly, and monthly targets.
• Coordinate with technicians and manage scheduling, billing, and renewals to ensure smooth service delivery.
• Monitor customer satisfaction metrics and address issues to exceed expectations.
• Oversee PSA bookings, L&M activities, and ongoing service proposals to optimize profitability.

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.