What you will do:
We would like you to own the Critical Customer Case Management Team to optimally resolve escalated customer issues!
This individual will take ownership of open issues and communicate, both internally and externally, the status of issues to drive satisfactory outcomes.
The main responsibility of this position is to bring order, structure, and focused management attention to customer's complicated or critical issues resulting in customer happiness, or optimally managing those expectations!
How you will do it:
Collaborates across the business to deliver solutions to open customer issues
Crafts a structured approach to supervising and resolving open issues in a timely manner
Works closely with supply chain, procurement, operations, manufacturing, engineering, product management, quality, finance, and suppliers to resolve open issues
Develop KPIs to ensure accountability and timely case closure across the enterprise
Works very closely with the Customer Service Manager to ensure accurate hand-off of issues that have been raised
Effective, timely, and regular communication to customers
Crafting a data-driven approach to further intensify issues when vital
Identify chronic issues and processes leading to customer dissatisfaction and provides recommendations for improvement
Develops positive relationships with leadership teams across the organization
What we look for:
Required
Bachelor's degree in related field, or commensurate experience
3-5 years' experience in operations, procurement, supply chain, or manufacturing within JCI
Ability to work collaboratively in a matrixed organization
Very diligent with detailed structured approaches to issue resolution
Excellent communication, interpersonal and analytical abilities
Integrity, patience, and tact under demanding or fast paced situations
Experience with Microsoft Office programs
Familiar working within a PDP environment cross functionally
Travel of less than 5% travel
Preferred
Familiarity with HVAC and applied equipment (chillers, air-handling units and refrigeration) strongly preferred
Prior management experience
Mechanical proficiency
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