Service Manager – Sensormatic Solutions (A Coruña)

Sensormatic Solutions helps retailers deliver frictionless personalized experiences by powering accurate decision-making across the enterprise. We make connections and bridge gaps across retail enterprises to deliver critical, real-time insights into inventory, shoppers, associates and the retail environment. We protect assets and people by helping to ensure a safe and secure environment throughout the entire customer journey.

What you will do

The person selected will be the responsable for quality Service Operations (service, maintenance,…)  for our Innovative Security solutions in our retail customers worldwide. You will be the service manager of all Sensormatic Service Operations functions ensuring a successful technology roll-out and service.

You will be responsible for enabling service excellence and customer satisfaction; this role requires a mindset of continuous improvement and operational excellence, and excellent customer oriented.

Permanent location: A Coruña, Spain.

How you will do it

• Follow up the deployment coordination of the Sensormatic solutions (RFID, CCTV, EAS and Fire Protection Products) with the customer and internal teams.
• Monitors and supervises customer support activities, to ensure that customers receive the highest standards of care and efficiency when resolving their problems.
• Reviews all open service cases daily for the assigned customers. Ensures they are assigned and scheduled properly.
• Creates and reviews SLA performance & KPIs service operations
• Understand customer contracts and service commitments.
• Maintains and improves service quality activities.
• Works with Ops managers to create customer facing reports on service performance for quarterly business reviews.
• Takes corrective action to ensure service levels are being achieved. 
• Provides an escalation point for all service-related issues. Works with partners support resources to resolve all escalated incidents.
• Identify opportunities for ongoing process improvements.

What we are looking for

Bachelor’s Degree in Engineering or Business or a related field.

5+ years work-related experience managing a large-scale service environment.

Experience building and executing on a global service delivery team.

Global experience with ability to think across disciplines, industries, cultures and scenarios.

Ability to use Microsoft Office applications, such as Excel, PowerBI, Visio and Power Point.

English, high Level. Another European language will be positively valued.

SKILLS:

Ability to prioritize and manage multiple tasks in a fast-paced support environment while serving a diverse group of internal and external customers.

Strong communication to present and explain complex technical issues.

Excellent diagnostic and troubleshooting skills, problem solving, and an ability to learn quickly.

Customer focused, exhibiting a strong desire to resolve issues to the customer’s satisfaction in a timely manner.

What we offer

Johnson Control offers an interesting compensation package according to your qualification and experience. In addition to our salary policy, job stability, training, the possibility of professional development, and an excellent work environment, are part of our employee benefits package.

Working with us you will be part of a global company that welcomes diversity, rewards work well done and inspires people to achieve their best. In an environment that is constantly evolving, we will put the pillars so that you can develop a professional path that is as unique as you. As a member of our team, you will have the opportunity to make a difference. The world is waiting for you, and so are we.

Who we are

At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers, and manufacturing. With a global team of 105,000 experts in more than 150 countries and over 130 years of innovation, we are the power behind our customers’ mission.

Our leading portfolio of building technology and solutions includes some of the most trusted names in the industry, such as Tyco®, York®, Metasys®, Ruskin®, Titus®, Frick®, Penn®, Sabroe®, Simplex®, Ansul®, and Grinnell®; SENSORMATIC Solutions.

For more information, visit www.johnsoncontrols.com