HVAC PSA Service Quality Specialist - Remote
About The Position
The HVAC PSA Service Quality Specialist is responsible for ensuring the quality, accuracy, and long-term health of Planned Service Agreements (PSAs). This role supports the 180-day renewal process, premium PSA reviews, new seller support, service quality assurance, and financial performance monitoring. Working closely with Branch Service Managers, Regional CSRs, Sales, and Service Operations, the Specialist ensures service delivery excellence, contract profitability, and customer satisfaction. The Specialist will leverage HVAC field experience, analytical skills, and customer engagement expertise to build trust-based partnerships with Operations, Sales, Pod teams, and leadership. This includes supporting execution planning, monitoring service delivery outcomes, influencing pricing actions, and driving continuous process improvement while aligning with Johnson Controls leadership expectations.
Requirements
- High school diploma or equivalent required; Bachelor’s degree or equivalent experience preferred.
- Minimum 5 years of experience in HVAC service operations, service scheduling, or contract support.
- Strong interpersonal, written, and verbal communication skills.
- Proven ability to manage multiple priorities independently with strong organizational skills.
- Demonstrated ability to collaborate with and influence cross-functional teams.
- Strong analytical aptitude with proficiency in Microsoft Excel and Word.
- Ability to prioritize work based on financial and business impact.
Nice To Haves
- HVAC industry experience with PSA or service agreement exposure.
- Previous sales or renewal experience.
- Understanding of accounting, costing, or margin analysis principles.
- Experience using Power BI or advanced data analytics tools.
- Ability to train or mentor team members as the department expands.
Responsibilities
- Support the 180-Day PSA Renewal Process, ensuring adherence to prescribed renewal cadence.
- Analyze PSA performance, productivity, contract health, and renewal competitiveness.
- Conduct premium and above-market PSA estimate creation and quality assurance checks.
- Ensure CRM and contract data accuracy and completeness.
- Provide coaching and execution guidance to local market operations, sales teams, and GCOE estimators.
- Collect, aggregate, and analyze data from multiple sources to identify trends, risks, and opportunities.
- Support special pricing initiatives and service research as requested.
Benefits
- Competitive pay
- Paid vacation, holidays, and sick time
- Comprehensive benefits package, including 401K, medical, dental, and vision care – available from day one
- Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy
- Scheduling and management support
- JCI Employee discount programs (The Loop by Perk Spot)
- Competitive Bonus plan
- Competitive benefits package
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
