Role OverviewThe Branch Service Manager owns the day-to-day service business processes and team management for the branch, ensuring customer satisfaction and financial objectives are met. This role leads the local service support function, strengthens branch performance through effective use of service applications and business processes, and helps drive sustainable, profitable growth across all lines of service business.
Key Responsibilities- Own the day-to-day tactical local service business and ensure defined business processes are executed consistently.
- Partner with Truck Based Service Managers and Customer Service Representatives to support forecasting, business analysis, and financial performance.
- Directly supervise the service business support team, including account management support, asset management, invoicing, file maintenance, and service order posting.
- Coach and support branch service teams on business best practices and service applications to improve performance and customer experience.
- Serve as the subject matter expert for service business processes and application actualization across the local service organization.
- Ensure training, communication, measurement, and reinforcement of processes and service applications.
- Support delivery standards aligned with BSNA objectives for sustainable, profitable growth.
- Contribute to customer satisfaction, service team business plans, and account management activities as needed.
How You Will Do It- Own the work with accountability, safety, and integrity by maintaining disciplined service operations and following through on commitments that matter to customers and the business.
- Stay close to the work and remove obstacles by understanding branch realities, supporting front-line teams, and acting quickly on issues that affect service delivery.
- Use clear metrics and disciplined forecasting to prioritize work based on financial impact, improve visibility, and support accurate business decisions.
- Improve every day by reinforcing process adherence, identifying gaps in service applications, and using candor and practical problem-solving to strengthen results.
- Win as one team by collaborating across branch roles, building trust with internal and external partners, and using diverse perspectives to accomplish shared goals.
- Communicate expectations clearly, provide coaching that builds capability, and keep the team aligned on standards, measures, and customer needs.
Qualifications- Minimum of 5 years of service industry experience managing service operations and/or service dispatch/scheduling.
- Strong organizational skills and attention to detail.
- Strong interpersonal skills with the ability to communicate effectively with internal and external clients.
- Ability to manage a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
- Ability to prioritize work activities based upon financial impact to desired business goals.
- Demonstrated competence in written and verbal communication skills.
- Experience in basic project accounting or costing principles.
- Ability to positively represent Johnson Controls and communicate with others at varying levels.
- Ability to influence diverse teams to accomplish tasks and goals.
Nice to Have- Associate's degree.
- Prior dispatch experience.
- Familiarity with service applications, account management support, asset management, invoicing, file maintenance, and service order posting.
HIRING SALARY RANGE: $100,000-150,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and 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 by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.
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