Hvac Commercial Unitary Equipment Manager Ii - (US-MD-Sparks - 21152)

Minimum Education: None
Job Type: Full Time
Jobcode: N/A
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Responsibilities: Establishes collaborative relationships across the Region with systems and service teams and with CUE and IPE manufacturing in order to maximize JCI performance, provides quality customer service, and takes advantage of successful practices used by other branches and regions. 2. Works with Branch Manager to implement plans to improve customer satisfaction and financial impact. 3. Monitors customer satisfaction and takes action to address satisfaction issues in a prompt and non-defensive manner. 4. Manages Consumer complaints and inquiries. Is responsible for the escalation of end user / owner complaints when the contractor, dealer or JCI service group is unable to resolve. 5. Manages relationships with internal and external customers complying with all local, state and Federal regulations. 6. Provides Technical support on CUE and IPE equipment, as it pertains to; service, startup, commissioning, troubleshooting and warranty.. 7. Provides Application Support on CUE and IPE equipment, as it pertains to; Systems Sales and Agent Sales. 8. Provides Startup support on CUE and IPE equipment, only when JCI Service or the installing contractor(s) are not capable. 9. Provides support in the distribution of literature such as; product recalls, safety alerts, and product field notices, etc. 10. Investigates customer calls or claims and provides recommendations and feedback to branch management regarding causes and coverage. 11. Manages to resolution all warranty disputes between either internal or external customers. 12. Responsible for deciding percentages of liability and notification of re-imbursement distribution. 13. Participates actively in the local service community, industry organizations, and faceto- face networking with technical schools, community colleges, and sub-contractors. 14. Provides coaching, development and motivation to bring out the best in each branch team member. 15. Serves as an active member of the JCI CUE management team. 16. Conducts training sessions as required. Under general direction, manages the support of the Operations side of the CUE AND IPE (Commercial Unitary Equipment) and IPE (Indoor Packaged Equipment) business within the geographic market covered by the branch(es). Acts as the primary field-based product liaison between Johnson Controls CUE and IPE manufacturers and the branch(es) responsible for the successful installation, commissioning and startup of all CUE and IPE sold through the branch(es). Owns the technical escalation/resolution processes to resolve technical, operational, delivery issues that require significant coordination between the branch(es) and CUE and IPE manufacturing entities. Supports Branch Manager(s) to ensure there is proper employee technical development for all CUE and IPE operations business components. Identifies gaps, establishes and implements improvement plans, monitors progress, and shares / acquires best-in-class ideas and processes related to CUE and IPE support. Operates as part of the branch management team to ensure successful business plan achievement. Supports the drive for increased growth in the CUE and IPE market while sustaining high levels of customer satisfaction and branch profitability. .

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