Customer Support Supervisor at Johnson Controls

, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Dec, 25

Salary

91000.0

Posted On

29 Sep, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervisory Experience, Customer Service, Salesforce.com, SAP, JD Edwards, Problem-Solving, Active Listening, Attention to Detail, Microsoft Office, CRM Experience, Proactive Behavior, Team-Oriented, Fast Paced Environment, Escalated Customer Complaints, SOP Creation, Metrics Management

Industry

Industrial Machinery Manufacturing

Description

Build your best future with the Johnson Controls team As a global leader in inquisitive, 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 substantial 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! What we offer Competitive wages Paid vacation/holidays/sick time - 15 days of vacation first year Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one Extensive product and on the job/cross training opportunities Outstanding resources with encouraging and collaborative team environment Dedication to safety through our Zero Harm policy What you will do As a Customer Support Specialist, you will be in the office 2 days per week and 3 remote supporting the US, Canada, and Latin America and your hours will vary depending on what region you will be supporting. You will execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product and positively interact with customers both verbally and written. Part of your day-to-day tasks include: Supervise a team of 5-10 people Handle escalated customer complaints Clear backlog of $1.5M in dispute cases Create SOPs to maintain backlog at a healthy level Maintain SLA of 30 day max for open cases Keep backlog for both WM and SPH teams under 300 cases Review and close disputes with collections team Follow up and coordinate internal resolution to customer complaints Handle RMA credits Manage Metrics Supervise cases in Salesforce.com What you will need Required University degree or equivalent combination of education and experience 3 years of supervisory experience Minimum of 2 years CRM experience with Salesforce.com, SAP and/or JD Edwards Must demonstrate a customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns. Experience prioritizing and carrying out multiple assignments effectively and concurrently Excellent problem-solving skills Ability to demonstrate proactive behavior Adept to working in a fast paced, team-oriented environment with quickly changing priorities Exhibits active listening skills Attention to detail Strong computer skills including proficiency with Microsoft Office suite of products Preferred: Previous experience leading a remote team #LI-Hybrid HIRING SALARY RANGE: $73,000-91,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, location and alignment with market data.) This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us Johnson Controls International plc. 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, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here. Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

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Responsibilities

Supervise a team of 5-10 people while handling escalated customer complaints and managing a backlog of dispute cases. Ensure timely resolution of customer issues and maintain service level agreements.