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Customer Service Manager

hace 2 meses

Saltillo, Coahuila de Zaragoza, México Johnson Controls A tiempo completo
Job Summary

We are seeking a highly skilled and experienced Critical Customer Case Manager to lead our Critical Customer Case Management Team. This individual will be responsible for effectively resolving escalated customer issues, taking ownership of open issues, and communicating with both internal and external stakeholders to drive satisfactory outcomes.

Key Responsibilities
  • Collaborate across the business to deliver solutions to open customer issues
  • Create a structured approach to tracking and resolving open issues in a timely manner
  • Work 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
  • Communicate effectively and regularly with customers
  • Identify chronic issues and processes leading to customer dissatisfaction and provide recommendations for improvement
Requirements
  • Bachelor's degree in a related field or commensurate experience
  • 3-5 years' experience in operations, procurement, supply chain, or manufacturing within Johnson Controls
  • Ability to work collaboratively in a matrixed organization
  • Excellent communication, interpersonal, and analytical skills
  • Professionalism, grace, and tact under demanding or high-pressure situations
  • Experience with Microsoft Office programs
  • Familiarity with working within a PDP environment cross-functionally
Preferred Qualifications
  • Familiarity with HVAC and applied equipment (chillers, air-handling units, and refrigeration)
  • Prior management experience
  • Mechanical aptitude