Parts Mgr Customer Service

**What you will do**:
The **Critical Customer Case Manager **will lead the Critical Customer Case Management Team to effectively resolve escalated customer issues. This individual will take ownership of open issues and communicate, both internally and externally, the status of issues to drive satisfactory outcomes. The main responsibility of this position is to bring order, structure, and focused management attention to customer's complicated or critical issues resulting in customer satisfaction, or effectively managing those expectations.

**How you will do it**:

- Collaborates across the business to deliver solutions to open customer issues
- Creates a structured approach to tracking and resolving open issues in a timely manner
- Works closely with supply chain, procurement, operations, manufacturing, engineering, product management, quality, finance, and suppliers to resolve open issues
- Develop KPIs to ensure accountability and timely case closure across the enterprise
- Works very closely with the Customer Service Manager to ensure proper hand-off of issues that have been escalated
- Effective, timely, and regular communication to customers
- Creating a data-driven approach to further escalate issues when necessary
- Identify chronic issues and processes leading to customer dissatisfaction and provides recommendations for improvement
- Develops trusted relationships with leadership teams across the organization

**What we look for**:_Required _**
- Bachelor's degree in related field, or commensurate experience
- 3-5 years' experience in operations, procurement, supply chain, or manufacturing within JCI
- Ability to work collaboratively in a matrixed organization
- Extremely detail-oriented with documented structured approaches to issue resolution
- Excellent communication, interpersonal and analytical abilities
- Professionalism, grace, and tact under demanding or high-pressure situations
- Experience with Microsoft Office programs
- Familiar working within a PDP environment cross functionally
- Travel of less than 5% travel (current VISA and passport)

**_Preferred _**
- Familiarity with HVAC and applied equipment (chillers, air-handling units and refrigeration) strongly preferred
- Prior management experience
- Mechanical aptitude