Service Quality Manager

Johnson Controls • Boca Raton, FL

29d • Onsite

About The Position

Sensormatic Solutions, a business of Johnson Controls, partners with retail customers to help deliver service excellence, reliable post-installation support, and strong customer outcomes. In this role, you will work directly with a multimillion-dollar customers to support compliance with the Service Maintenance Agreement. This is a customer-facing position for a professional who brings a continuous improvement mindset, strong communication skills, and a commitment to operational excellence. The Service Quality Manager is responsible for enabling service excellence and customer satisfaction through disciplined service management, clear communication, and proactive issue resolution. You will monitor service performance, remove barriers to SLA achievement, and help ensure the customer receives high-quality support aligned to operational performance measures.

Requirements

• High school diploma or equivalent.
• 5+ years of work-related experience in operations with demonstrated success in improving client satisfaction.
• Strong written, verbal, and interpersonal communication skills.
• Superior attention to detail and a proven ability to manage multiple priorities.
• Strong analytical and problem-solving skills.
• Experience working with cross-functional teams.
• Conflict resolution skills and the ability to remain positive and effective in complex situations.
• Ability to build and maintain strong, productive relationships with Sales, Project Managers, Account Team Members, Account Managers, field operations personnel, and Customers.
• Excellent facilitation and follow-up skills.
• Strong personal computer skills, including Excel, Word, Outlook, PowerPoint, MS Power BI, Smartsheet, SharePoint, and MS Project.

Nice To Haves

• Associate’s Degree or Bachelor’s Degree in Business or a technical field.
• Familiarity with retail loss prevention EAS, Video, RFID, Field Service, and Installation environments.

Responsibilities

• Serve as the primary escalation point for service-related issues and coordinate with internal support resources to drive timely resolution.
• Review aging service cases each day to identify risks, mitigate blockers, and improve case closure against assigned SLA targets.
• Take corrective action when service levels are off track and support resolution of recurring customer issues through fact-based analysis.
• Participate in or lead meetings and conference calls with the customer and internal teams as needed.
• Ensure service case documentation, lessons learned, SOPs, and related records are received and stored in the document repository.
• Perform ongoing SLA analysis and reporting for internal and external stakeholders.
• Support Service Maintenance Agreement renewal discussions for assigned customers.
• Complete other related duties as assigned.
• Own service outcomes with accountability, integrity, and a strong focus on customer commitment.
• Stay close to the work by reviewing case activity daily, removing barriers quickly, and keeping the customer informed.
• Use a manage-by-fact approach to identify trends, address root causes, and improve service performance every day.
• Work as one team across internal support groups and customer stakeholders to resolve issues and strengthen renewal readiness.
• Communicate clearly, concisely, and accurately across operational activities so stakeholders understand status, risks, and next steps.
• Track service outcomes carefully and maintain complete records that support reporting, lessons learned, and continuous improvement.

Benefits

• Competitive salary and bonus plan
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED