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Field Support Manager (South), Sunbury-on-Thames
Client: Johnson Controls
Location: Sunbury-on-Thames, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference: 7d55ea5faeb4
Job Views: 9
Posted: 26.04.2025
Expiry Date: 10.06.2025
Job Description:
* Own reporting and compliance driving a culture of continuous improvement
* Support and lead on the insights that enable the delivery of operational growth
* Support & lead on customer service delivery insight and opportunities across Subscriber
* Support & lead on customer onboarding, journey, retention, and debt
* Provide project & IT support to stakeholders across Subscriber
* Review and manage Install /Service Utilisation metrics driving for sustainable improvements
* Goal - Improve Service and Install Utilisation
* Goal – Increase Non RMR through install & service teams
* Drive operational improvements for regional performance increases
* Look for innovative improvements that can be leveraged across both service and installation teams
* Work with north / south counterparts to ensure consistency and best practice sharing
* Support and coach FLMs on performance management
* Improve 1-2-1 forms and methods
* Improve Lean coaching forms and methods
* Coach and mentor FLMs to create structure and consistency, focusing on all KPIs
* Assist FLMs with engineer PIP’s/Capability plans, identifying who needs improvements and how
* Assist OM with FLM PIP’s/Capability plans
* Review training requirements for FLMs and Engineers to enhance customer experience
* Drive EHS performance
* Regularly review, update, and support EHS initiatives
* Support creation of Subscriber Career Ladder
* Manage and support Engineer Skills Matrix to foster strong career progression opportunities
* Support FLMs with development and succession plans
* Review, test, and implement new technology to support overall business goals
* Review all platforms supporting the customer journey
* Hold monthly meetings with Tech manager to communicate relevant updates and changes
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