Engineering Manager - Customer Service & After Sales Services

Johnson Controls View all jobs

  • Pune, Maharashtra
  • Permanent
  • Full-time
  • 1 month ago
Build your best future with the Johnson Controls teamAs a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing.We are a Great Place To Work-Certified organization. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!What we offer:
  • Competitive salary
  • Paid vacation/holidays/sick time
  • On the job/cross training opportunities
  • Encouraging and collaborative team environment
  • Dedication to safety through our Zero Harm policy
What you will doThis role of Customer Service & After Sales Services Manager is responsible for overseeing customer order management, enhancing customer experience, and leading after-sales service operations for Controls (BMS), Fire, and Security Systems at the India Plant. This role requires strong leadership, deep operational understanding, and the ability to drive both service excellence and revenue growth. The position works cross-functionally with plant operations, field service teams, and customers to ensure seamless service delivery, order fulfillment, and customer satisfaction.How you will do it
  • Develop strong communication mechanisms with customers to understand and promptly address their requirements related to order fulfillment and service support.
  • Lead the after-sales service sales operations, focusing on Controls (BMS), Fire, and Security Systems for South India.
  • Review and coordinate customer orders for standard and non-standard products; confirm delivery schedules and ensure timely order processing.
  • Establish and refine sales order forecasting systems to support materials planning, especially for long lead-time items.
  • Promote on-time pickup of finished goods to optimize inventory levels.
  • Continuously improve SAP SD module processes, ensuring accurate and timely updates aligned with operational needs.
  • Participate proactively in new product development and launch schedules; coordinate plant resources to meet cost and delivery targets.
  • Interact with internal field operations teams to assess labor/service part requirements and prepare cost estimates.
  • Prepare and negotiate service sales offers; finalize orders in a timely manner.
  • Achieve monthly forecasts for labor and materials (L&M) orders, meeting compliance and sales process requirements.
  • Identify and pursue new service sales opportunities; maintain a robust sales pipeline (minimum 5x of sales target).
  • Collaborate with internal teams to ensure timely order booking, fulfillment, and compliance.
  • Maintain strong customer relationships to enhance customer loyalty, repeat business, and long-term partnerships.
  • Coordinate factory resources for supporting external after-sales service teams, including technical and materials support.
  • Analyze after-sales service data and share insights for continuous improvement.
  • Exchange product and process improvement information with on-site service technicians; support technical maintenance training.
What we look for
  • Bachelor’s degree in Business Administration or Mechanical Engineering.
  • 8–12 years of experience in customer service management and/or after-sales service roles, preferably within the HVAC or related industry.
  • Strong leadership experience with the ability to manage cross-functional teams.
  • Excellent communication, negotiation, and customer relationship management skills.
  • Strong analytical and problem-solving skills with deep understanding of plant operations.
  • Proven track record of driving service sales growth and operational improvements.

Johnson Controls