Field Support Manager

6 days ago


SunburyonThames SRY, United Kingdom Johnson Controls Full time
  • Own reporting and compliance driving a culture of continuous improvement


    Have you got what it takes to succeed The following information should be read carefully by all candidates.
  • 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

      • 10% Utilisation improvement in Install

      • 10% Utilisation improvement in Service

    • Goal – Increase Non RMR  through install & service teams

      • Overdrive plan to deliver £x Revenue

  • 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 counter parts 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.

    • Coaching and mentoring FLMS to create structure and consistency to focus on all KPI’s.

    • Assist FLMS with engineer PIP’S/ Capability plans. Look and help identify who needs improvements and how.

    • Assist OM with FLM PIP’s/ Capability plans.

    • Review Training requirements for FLMs and Engineers to improve customer experience.

  • Drive EHS Performance

    • Regularly review, update and support EHS initiatives

  • Drive Career Ladder

    • Support creation of Subscriber Career Ladder

    • Manage and support Engineer Skills Matrix fostering strong career progression opportunities

    • Support FLMs with development plans and succession plans

  • Review, Test and implement new technology to support overall business goals

    • Review of all platforms to support customer journey

    • Hold monthly meetings with Tech manager to understand relevant updates and changes are communicated.



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