> Markdown version of [/jobs/ext/1336334-service-quality-manager-remote](https://www.wearedevelopers.com/jobs/ext/1336334-service-quality-manager-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Quality Manager - Remote - **Company:** Johnson Controls - **Location:** Boca Raton, FL, United States (Remote available) - **Experience:** Expert - **Salary:** $71,000.0 - $105,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, PC Tools, Microsoft Project, Radio-Frequency Identification, Microsoft PowerPoint, Power BI, Microsoft SharePoint, Smartsheet - **Published:** July 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=aca5de9e5275118f ## About the Role This is a customer-facing position for a professional who brings a continuous improvement mindset, strong communication skills, and a commitment to operational excellence., * 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 Have * 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. ## Description As 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. 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!, 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., * 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. How You Will Do It * 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. ## Related Videos - [Wolfenstein 3D Postmortem](https://www.wearedevelopers.com/videos/525-wolfenstein-3d-postmortem) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Designing How Work Feels: The Science Behind Sanofi’s Workplace Experience](https://www.wearedevelopers.com/videos/1848-designing-how-work-feels-the-science-behind-sanofi-s-workplace-experience) - [WeAreDevelopers LIVE - Demo Time, Live Coding, End-to-End Testing and more](https://www.wearedevelopers.com/videos/1713-wearedevelopers-live-demo-time-live-coding-end-to-end-testing-and-more) - [Remote Work Is a Revolution — Not a Perk](https://www.wearedevelopers.com/videos/2013-remote-work-is-a-revolution-not-a-perk) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)