Branch Service Manager
Company: Johnson Controls, Inc.
Posted on: November 22, 2021
What you will do Under general direction, manages a truck based
service business, grows the labor and material business, and
delivers customer satisfaction plans, including revenue, gross
margin and service asset management. Deploys and maintains
standardized tools, systems and support for the assigned Service
Teams. Manages the resources to maximize customer satisfaction and
improve productivity and profitability. Effectively recruits,
develops and retains employees. Ensures overall operational
excellence and service growth. The Branch Service Manager is
actively involved in the local service community, industry
organizations, and charity organizations and face-to-face
networking with technical schools, community colleges, and local
union leadership. Assists the Branch General Manager on the
successful execution of the service strategies and objectives.
Assists the Branch General Manager to effectively plan for the
future operational resource needs and assists in allocating
resources throughout the assigned territory to meet near term
commitments. Assists the Branch General Manager in the preparation
of the annual service financial operating plan. How you will do it
1. Leads the execution efforts of the Service truck based business.
Ensures consistency of delivery systems across the territory.
Manages the branch service truck based execution business and
financial plans. 2. Drives profitable growth through effective
management of assigned assets (people, financial and material).
Manages assigned assets in a manner that meets or exceeds
profitability goals. 3. With the Branch General Manager, develops
strategic operating plans for the assigned Service Business that
aligns with SSA goals and visions. This includes participating on
strategic Account Plans, annual financial and operating plans,
revenue and margin forecasts. 4. Leads efforts to identify, secure
and retain service customers by actively networking with community
business, governmental and professional leadership; establishing
relationships that enhance the local reputation of Johnson Controls
and the branch, ensuring referrals and proposal requests. 5. Builds
an environment that energizes team members to provide high quality,
cost efficient, customer-directed service and exceed performance
targets. 6. Recommends and supports staffing requirements for the
assigned Service business. Serves as a communication channel to
share the best practice strategies and results that will enable
growth. 7. Audits the effectiveness of service operations and makes
changes to improve performance. Ensures that contractual
obligations are completed and customer satisfaction is achieved. 8.
Drives operational review meetings, reviewing proposals and
estimates for accuracy. 9. Coaches SMTBs on appropriate levels of
operating and overhead expenses incurred in service operations.
Leverages service operations activities and functions across
assigned territories. Ensures that tools and processes are executed
according to established standards to achieve customer satisfaction
at the most effective cost. 10. Together with the Sales, manages
the appropriate assignment of customer accounts between service
operations and the sales force. 11. Analyzes operations processes
and provide recommendations for improvements. Analyzes service
operations to identify potential customers/markets. Implements
required changes on pricing and gross margins. 12. Executes other
managerial responsibilities, i.e., hiring, performance reviews and
acquisitions consistent with established business strategy.
Recruits, hires, and retains Service support operational staff.
Prepares and delivers clear performance expectations, performance
reviews and development plans for direct reports teaming with the
appropriate matrix functional manager. Ensures a consistent level
of coaching, which includes: monthly 'one-on-one(s)', operational
and financial reviews. BUSINESS METRICS: * Technician productivity
improvement * Labor and Material growth year over year. * Executed
gross margin improvement. * PSA customer satisfaction and retention
What we look for Bachelor's degree in Engineering or Business or
equivalent work experience. Master's degree preferred. Eight to ten
or more years of progressively more responsible operations
management experience in the Service Industry including five or
more years of direct management experience. Previous sales and/or
Account Management experience desired as well as industry
networking. High-level competence in written and verbal
communication. Strong presentation skills and proficiency in
speaking to large audiences. Able to lead and direct diverse teams.
Able to travel up to 50% of time. Who we are Johnson Controls is an
equal employment opportunity and affirmative action employer and
all qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, national origin, age,
protected veteran status, status as a qualified individual with a
disability, or any other characteristic protected by law. For more
information, please view EEO is the Law. If you are an individual
with a disability and you require an accommodation during the
application process, please visit
Keywords: Johnson Controls, Inc., Honolulu , Branch Service Manager, Executive , Honolulu, Hawaii
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