• Direct the daily activities of a team dedicated to providing service support for a designated customer service sector. • Respond to difficult customer situations acting authoritatively to ensure customer satisfaction while protecting the interests of the Company• Coordinate schedules for Shift coverage• Develop and maintain relationships to facilitate problem resolution.• Assist in internal problem resolution by setting expectations and representing the customer to other internal departments• Ensure timely cost effective and thorough responses to customer needs

• Managing planned and unplanned service requests. • Prepare and review various financial reports on various productivity and financial metrics. • Review financials on a contract by contract basis to ensure profitability. • Communicate service updates directly to the customer. • Work with customers for quote approvals. • Maintain consistent communication with branch service teams to ensure branch activities are completed in a reasonable time.• Synergy Impact for emerging leaders course graduate- June, 2017

• Manages daily activities to process inbound customer requests for service in accordance within business operating standards and contractual obligations for National portfolios, local Service and Fire & Security lines of business • Manages after hours emergency requests for SSA North America to ensure timely and appropriate skilled workforce dispatch. • Utilizes customer service and computer skills to professionally and proficiently manage customer contact online in a service management database in order to meet contact center performance goals for customer satisfaction, service level and quality metrics. • Utilizes service management system database modules and peripheral applications online to quickly identify customer account information. Evaluates contractual obligations, level of coverage, systems and/or equipment, warranty conditions and other account related information to respond effectively to customer needs and in accordance with national and local service processes. This includes obtaining authorizations for service, verifying billing address and any special handling needs required to meet customer’s invoice expectation. Performs new customer process steps required for credit verification and or refer customer to appropriate departments when ‘credit hold’ condition exists. • Utilizes knowledge of Johnson Controls’ business offerings to question customer in order to resolve specified questions or to determine impact of problem to customer’s business goals and objectives. Establishes appropriate action plan for time of day and priority. Determines when ‘critical’ systems issues require immediate escalation (i.e. life threatening, revenue-property risk problems, hazardous material and safety situations). • Partners closely with the Branch Service groups and field service teams, provide input to develop strategies that will support efficient execution of service backlog obligations that meet or exceed customer’s expectations.