Service Optimization Manager

Johnson Controls•Boca Raton, FL

About The Position

The Service and Installation Optimization Manager coordinates regional operations support functions across dispatch, part administration, case management, and technical support, ensuring consistent, high-quality delivery. The role drives alignment of service goals, supports product rollouts, and implements process improvements to enhance operational efficiency and compliance. The role calls for a proven leader with over 7 years of experience in service operations, including 3 years managing cross-functional teams. A strong background in high-volume environments, process optimization, and stakeholder collaboration is essential. Candidates should be proficient in service and ERP platforms

Requirements

A bachelor’s degree in a technical or business-related field is preferred; however, candidates with proven experience will also be considered.
7+ years of experience in service operations, construction, logistics, or technical support, with at least 3 years in a leadership role overseeing cross-functional teams.
Proven track record managing high-volume service environments, including dispatch, case management, and field technical support.
Experience supporting regional operations with measurable impact on service performance, customer satisfaction, and revenue.
Strong analytical thinking with the ability to anticipate trends and adapt strategies accordingly
State or individual State license as required.
Proficient in service management platforms (e.g., ServiceMax, Salesforce) used in high-volume environments.
Familiar with enterprise resource planning systems (e.g., SAP, Oracle).
Skilled using Microsoft Office Suite (Excel, Word, PowerPoint) and collaboration platforms (e.g., SharePoint, Teams, Smartsheet).
Familiarity of Retail loss prevention systems - RFID, Electronic Article Surveillance (EAS), video surveillance systems, and inventory management platforms.
Proficiency in English (required).
Ability to communicate effectively with varying audience groups and levels.
Advanced leadership skills, including influence management, team building, conflict resolution, negotiation, organizational change management, and emotional intelligence.
Team building, including creating strong morale and spirit, celebrating wins and successes, fostering open dialogue, encouraging people to be responsible for their work, clearly defining success, and fostering a team.
Continuous improvement mindset, driving efficiency, risk mitigation, and internal performance.

Nice To Haves

Advanced certifications (e.g., Lean Six Sigma, APICS, PMP)
Desired competency in a second language, Spanish or French.

Responsibilities

Lead and manage dispatch, parts admin, case management, and technical support functions to ensure consistent, high-quality delivery across a regional scope of approximately 15,000 installations and 90,000 service cases per year, totaling approx $100M USD of Revenue per year.
Supervise and develop a diverse team ensuring optimal staffing, coaching, and performance management.
Serve as the primary liaison between corporate and operations support teams, maintaining alignment with installation and service goals.
Manage escalations and resource allocation, prioritizing support for key accounts and contracts to maximize efficiency and customer satisfaction.
Promote company objectives in coordination with regional sales, customer support operations, and field teams to enhance customer experience and retention.
Define and implement process improvements, cost-saving initiatives, and risk mitigation strategies based on performance metrics and stakeholder feedback.
Support new product rollouts and technical enablement, ensuring field readiness through training, documentation, and cross-functional coordination.
Ensure compliance with health, safety, and operational standards, supporting audits and maintaining documentation accuracy across all support functions.
Maintain strong cross-functional relationships with regional Field Operations, Customer enablement functions, HR, and Safety teams to foster collaboration and alignment.
Report regularly to the Regional Operations Director, providing updates on performance, escalations, and strategic initiatives.
Oversee operational KPIs, conduct performance reviews, and lead status updates to drive continuous improvement and accountability.
Approve operational needs such as overtime, PTO, travel, and purchase requisitions, ensuring alignment with budget and policy.
Perform other duties as assigned, contributing to broader organizational goals and initiatives