Senior Director, Global Services & Installation – Sensormatic

Sensormatic Solutions is the leading global retail solutions portfolio of Johnson Controls, dedicated to protecting people and assets, maximizing shopper experience, enabling unified commerce, and driving store performance.  We are passionate about enabling smart and connected shopper engagement, while addressing the industry’s most pressing challenges to fast forward retail.  For our global team, innovation is in our DNA and responsible retail is at the heart of everything we do, ensuring a brighter future for retailers, shoppers and our communities, alike.  

What you will do

The Senior Director, Global Services & Installation – Sensormatic will oversee and manage the daily operations of the company’s four regional customer service teams, along with managing the global customer response/remote services group. Working with senior leadership, you will work to identify short and long term service goals designed to improve customer relationships, installation & service SLA’s, and customer satisfaction. Centrally, you will set standards for hiring and training of new employees, conduct performance reviews of direct reports, and establish metrics to continuously improve service delivery.

How you will do it

Lead a team of global Services and Install leaders across the four Sensormatic business regions. Lead the global customer response and remote services team. Direct & examine our current business practices to determine operational effectiveness and revise programs to increase quality, productivity and customer retention. Develop and implement standardized processes within the Services and Install teams for improved global performance. Partner within the larger JCI organization to share/ adopt best practices. Develop governance to measure and audit adherence. Play an integral part of the planning and forecasting process for global Service and Install, in conjunction with the finance team. Build and maintain solid working relationships with the global organization, to work towards improved customer retention and satisfaction. Align on ongoing global transformation and improve processes Coordinate with Global & Regional Leadership teams to ensure that Service and Install expectations are met within budget constraints. Create, monitor, and improve metrics to drive increased customer satisfaction and adherence to commitments Participate in and/or deliver  major customer quarterly business reviews (QBRs) to deliver service scorecards Engage engineering teams to provide insights on improved service functionality for new solutions. Establish standards for training service operations teams on new products

What we look for

• Bachelor’s degree in Engineering, Business or related field.

• 8 years’ experience in field Service or Install organizations

• 5 years’ experience leading teams

• Global acumen with demonstrated success collaborating and influencing across regions

• Demonstrated expertise as a cross-functional thinker and collaborator

• Strong business acumen with experience managing a P&L

• Experience and/or ability to lead in a matrix environment

• Excellent communication and influencing skills at all levels both internal and external and competence in making timely, effective, principles-based decisions

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.