Job Information
Johnson Controls, Inc.* Light Commercial & Residential Regional Technical Service Manager - Remote in Wichita, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13177602
As a Light Commercial & Residential Technical Service Manager within our Ducted Systems business, you will work with independent distributors and factory branches focused on Residential products, equipment, applications, and customer satisfaction.
This role is a key line of support for our customers and will be involved with the distributor sales, service, training, and warranty personnel to provide that support DS product. You will also have a full understanding of our products, the distribution channel partnership, and our business goals and strategies. You will also be required to present product information to internal and external audiences.
How you will do it:
Support Light Commercial & Residential Unitary Distribution channel development within assigned region.
Provide process and personnel training for distributor personnel
Coordinate assigned new distributor technical services launch process
Conduct and communicate detailed warranty system analysis to provide information for discussions with distribution channel partners for warranty claim reductions
Provide Light Commercial Residential product information, knowledge, and application support
Provide critical job site support - Customer satisfaction activities related to Distribution Channel partners, Contractors and Consumers, utilizing customer knowledge, market conditions and product knowledge
Damage and Injury investigation related to Residential product field issues
Applications, start-up/commissioning assignments
Critical problem job site support
Involvement and participation in activities such as Service Advisory council, Technical Service conferences, and distributor/dealer meetings. Spoken or pre-recorded video sessions are required of the RTSM.
Compliment the Light Commercial Residential call center support team, provide Level 3 situational awareness, customer satisfaction criteria and technical support to drive positive business relationships with customers. Use Salesforce Service Cloud, SAS warranty system, SAP and other business tools to provide data and feedback for that technical support.
Deliver support to assigned distributor partners related to factory quality concerns with specific process, procedures and product training through product management, technical services, and DS Academy team.
Participate in DS New Product Introduction processes (D3/RCLP) as input for Voice of the Customer related to application, installation, commissioning, field problem resolution, etc.