Service Quality Manager - Remote

Join The Johnson Controls Team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities.

We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

The Service Quality Manager is responsible for enabling service excellence and customer satisfaction through disciplined service management, clear communication, and proactive issue resolution. You will monitor service performance, remove barriers to SLA achievement, and help ensure the customer receives high-quality support aligned to operational performance measures.

• Serve as the primary escalation point for service-related issues and coordinate with internal support resources to drive timely resolution.
• Review aging service cases each day to identify risks, mitigate blockers, and improve case closure against assigned SLA targets.
• Take corrective action when service levels are off track and support resolution of recurring customer issues through fact-based analysis.
• Participate in or lead meetings and conference calls with the customer and internal teams as needed.
• Ensure service case documentation, lessons learned, SOPs, and related records are received and stored in the document repository.
• Perform ongoing SLA analysis and reporting for internal and external stakeholders.
• Support Service Maintenance Agreement renewal discussions for assigned customers.
• Complete other related duties as assigned.

• Own service outcomes with accountability, integrity, and a strong focus on customer commitment.
• Stay close to the work by reviewing case activity daily, removing barriers quickly, and keeping the customer informed.
• Use a manage-by-fact approach to identify trends, address root causes, and improve service performance every day.
• Work as one team across internal support groups and customer stakeholders to resolve issues and strengthen renewal readiness.
• Communicate clearly, concisely, and accurately across operational activities so stakeholders understand status, risks, and next steps.
• Track service outcomes carefully and maintain complete records that support reporting, lessons learned, and continuous improvement.

• High school diploma or equivalent.
• 5+ years of work-related experience in operations with demonstrated success in improving client satisfaction.
• Strong written, verbal, and interpersonal communication skills.
• Superior attention to detail and a proven ability to manage multiple priorities.
• Strong analytical and problem-solving skills.
• Experience working with cross-functional teams.
• Conflict resolution skills and the ability to remain positive and effective in complex situations.
• Ability to build and maintain strong, productive relationships with Sales, Project Managers, Account Team Members, Account Managers, field operations personnel, and Customers.
• Excellent facilitation and follow-up skills.
• Strong personal computer skills, including Excel, Word, Outlook, PowerPoint, MS Power BI, Smartsheet, SharePoint, and MS Project.

• Associate's Degree or Bachelor's Degree in Business or a technical field.
• Familiarity with retail loss prevention EAS, Video, RFID, Field Service, and Installation environments.

• Competitive salary.
• Paid vacation, holidays, and sick time, including 15 days of vacation in the first year.
• Comprehensive benefits package including 401K, medical, dental, and vision care available day one.
• On-the-job and cross-training opportunities with outstanding resources.
• An encouraging and collaborative team environment.
• Dedication to safety through the Zero Harm policy.

If you are passionate about service excellence and customer satisfaction, we invite you to apply.