Manager, NA Order Escalations

What you will do:

We would like you to own the Critical Customer Case Management Team to optimally resolve escalated customer issues! This individual will take ownership of open issues and communicate, both internally and externally, the status of issues to drive satisfactory outcomes. The main responsibility of this position is to bring order, structure, and focused management attention to customer's complicated or critical issues resulting in customer happiness, or optimally managing those expectations!

How you will do it:

• Collaborates across the business to deliver solutions to open customer issues

• Crafts a structured approach to supervising and resolving open issues in a timely manner

• Works 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

• Works very closely with the Customer Service Manager to ensure accurate hand-off of issues that have been raised

• Effective, timely, and regular communication to customers

• Crafting a data-driven approach to further intensify issues when vital

• Identify chronic issues and processes leading to customer dissatisfaction and provides recommendations for improvement

• Develops positive relationships with leadership teams across the organization

What we look for:

Required

• Bachelor’s degree in related field, or commensurate experience

• 3-5 years' experience in operations, procurement, supply chain, or manufacturing within JCI

• Ability to work collaboratively in a matrixed organization

• Very diligent with detailed structured approaches to issue resolution

• Excellent communication, interpersonal and analytical abilities

• Integrity, patience, and tact under demanding or fast paced situations

• Experience with Microsoft Office programs

• Familiar working within a PDP environment cross functionally

• Travel of less than 5% travel

Preferred

• Familiarity with HVAC and applied equipment (chillers, air-handling units and refrigeration) strongly preferred

• Prior management experience

• Mechanical proficiency