Field Service Renewals Representative

Johnson Controls, Inc.; Worcester (MA); On-site; USD 59,000 - 88,000; Full time

Job summary

Johnson Controls, Inc. in Worcester, MA is seeking a Customer Care Representative to maintain and grow sales within a defined customer base and territory. You will serve as the primary contact for customers and develop retention strategies to maximize revenue and satisfaction.

The role requires strong communication and independent work habits, with collaboration across operations to deliver reliable service and measurable results in a fast-paced environment.

Qualifications

• 2+ years of sales and/or customer service experience with a similar product, service, or industry.
• Excellent communication skills and the ability to quickly qualify opportunities.
• High degree of self-discipline and the ability to manage your work independently.
• Strong motivation, a success-driven mindset, and comfort working toward sales and retention goals.
• Ability to sell intangible services and explain value clearly to customers.
• Technical aptitude with Microsoft Office, Salesforce, Ace, and Report to Web.

Responsibilities

• Maintain and grow sales within an assigned customer base and geographical territory.
• Manage retention activities within an assigned service agreement customer base.
• Serve as the primary point of contact for assigned customers and build strong ongoing relationships.
• Develop a detailed understanding of each account, including key decision makers, equipment, service contracts, and account history.
• Develop and execute customer-focused sales strategies to improve retention, customer satisfaction, and revenue growth.
• Deliver increased sales against an assigned quota.
• Partner with district operations to improve service delivery and support the customer experience.
• Report progress, activity, and performance metrics to operations and corporate teams on a weekly and monthly basis.

Skills

Excellent communication skills

Self-discipline

Independent work

Education

High School Diploma

Tools

Microsoft Office

Salesforce

Ace

Report to Web

Job description

Customer Care Representative

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

What we offer

• Competitive salary

• Paid vacation/holidays/sick time

• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

• Extensive product and on the job/cross training opportunities With outstanding internal resources

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

• Company vehicle, Tools and Equipment to complete all jobs

• JCI Employee discount programs (The Loop by Perk Spot)

• Check us Out: A Day in a Life at Johnson Controls

Role Overview

The Customer Care Representative is responsible for maintaining and growing sales within a defined customer base and geographical territory. In this role, you will build a customer-focused strategy that improves retention of preventative maintenance contracts, increases revenue per customer, and strengthens overall customer satisfaction.

Key Responsibilities

• Maintain and grow sales within an assigned customer base and geographical territory.

• Manage retention activities within an assigned service agreement customer base.

• Serve as the primary point of contact for assigned customers and build strong ongoing relationships.

• Develop a detailed understanding of each account, including key decision makers, equipment, service contracts, and account history.

• Develop and execute customer-focused sales strategies to improve retention, customer satisfaction, and revenue growth.

• Deliver increased sales against an assigned quota.

• Partner with district operations to improve service delivery and support the customer experience.

• Report progress, activity, and performance metrics to operations and corporate teams on a weekly and monthly basis.

How You Will Do It

• Own outcomes with accountability by following through on commitments, working with integrity, and keeping safety at the center of every customer interaction.

• Focus on what matters by staying close to each account, understanding customer priorities, and removing obstacles that may impact retention or renewal.

• Improve every day by using customer feedback, performance data, and root-cause thinking to refine your approach and strengthen results.

• Win as one team by collaborating closely with district operations and sharing clear updates that help the broader team serve customers better.

• Use account knowledge to identify the right offer at the right time and qualify opportunities quickly.

• Work with discipline, consistency, and a customer-first mindset to build trust across your territory.

Qualifications

• High School Diploma.

• 2+ years of sales and/or customer service experience with a similar product, service, or industry.

• Excellent communication skills and the ability to quickly qualify opportunities.

• High degree of self-discipline and the ability to manage your work independently.

• Strong motivation, a success-driven mindset, and comfort working toward sales and retention goals.

• Ability to sell intangible services and explain value clearly to customers.

• Technical aptitude with Microsoft Office, Salesforce, Ace, and Report to Web.

Nice to Have

• BA, BS, or a similar degree.

• Experience working with preventative maintenance contracts, service agreements, or recurring service models.

• Familiarity with customer retention, territory management, or account-based sales.

• Experience in a similar product, service, or industry environment.

• An independent, creative thinking style that helps you identify solutions and opportunities.

HIRING SALARY RANGE: $59,000-$88,000 (Salary to be determined by the education,experience, knowledge, skills, and abilities of the applicant, internal equity, and alignmentwith market data.) This role also offers a competitive Sales Incentive Plan that will take intoaccount volume and margin on a project, quarterly, and annual basis. This position includes acompetitive benefits package. The posted salary range reflects the target compensation forthis role. However, we recognize that exceptional candidates may bring unique skills and
experiences that exceed the typical profile. To support an efficientand fair hiring process, we may use technology assisted tools, including artificial intelligence(AI), to help identify and evaluate candidates. All hiring decisions are ultimately made byhuman reviewers.