Customer Service jobs in United Kingdom

Service strategy and delivery for the Global Marine & Navy portfolio—spanning HVAC/R, fire detection & suppression, security, life‑safety and automationConversation ensuring consistent, mission‑ready, through‑life support for naval fleets, cruise lines, offshore, merchant and specialty vessels. Drive standardized service processes, digital Tampitional, compliance, and customer outcomes across regions, with particular responsibility for service operations and partner networks in APAC and EMEA.

• Global Service Strategy & Governance
• Define and own the Global Service Operating Model for Marine & Navy (policies, standards, KPIs, escalation paths), ensuring consistent approaches across regions, fleets, and vessel classes (naval, cruise, offshore, merchant).
• Maintain global service playbooks (preventive maintenance, inspections, ITM programs, health checks మంద, deluge testing, obsolescence management) with uniform SOPs and documentation.
• Lead global Service regional leaders to align plans, review KPIs anderisify continuous improvement.
• Ensure strong and seamless collaboration with sales teams to support dynamic (faster than marketE) business growth.
• Regional Leadership
• Direct global service delivery operations, ensuring readiness, contingency planning, vendor/agency oversight, and cost control.
• Build and manage regional partner ecosystems and ensure contractual and compliance frameworks meet legal and regulatory expectations.
• Lifecycle Service & Technical Excellence
• Own through‑life support programs for HVAC/R plants, fire detection and suppression, watermist, gaseous fsystems, sprinklers, access control, PA/VA, surveillance, clean air monitoring and automation—standardized across vessel types.
• Lead obsolescence management and planned upgrades aligned with naval and cruise modernization cycles.
• Digital & Connected Service
• Scale remote monitoring and diagnostics via Customer Service Hubs and connected assets (e.g., OpenBlue, connected chiller dashboards) to enable predictive maintenance and energy optimization; enforce global data standards and cybersecurity controls.
• Drive performance analytics to inform fleet optimization, energy efficiency, and sustainability reporting.
• Customer & Market Engagement
• Act as executive sponsor for strategic naval, cruise, offshore and merchant accounts; ensure measurable outcomes on safety, availability, and compliance.
• Represent Johnson Controls in industry forums and with Flag/Port States, classification societies, and defence stakeholders; maintain preferred supplier status through compliance and performance excellence.
• Commercial, Financial & Contract Management
• Own service P&L; lead budgeting, pricing frameworks, multi‑year уга прод service agreements, and turnaround program financials; ensure disciplined claim management and change control.
• Risk, Safety & Compliance
• Ensure alignment with local environmental and safety requirements; enforce standardized procedures and audits across regions.
• Maintain high safety and compliance standards across all service operations globally.
• Lead crisis management protocols for weather, mechanical failures, cyber threats, and security incidents impacting service delivery.
• People Leadership & Capability Building
• Build high‑performing regional Convertible service teams and partner networks; implement competency frameworks, certifications, and continuous training for marine service engineers and technicians.
• Foster one‑way‑of‑working and knowledge‑sharing across the board to ensure repeatable quality and customer experience.

• 10+ years in marine service leadership with hands‑on accountability for service delivery in APAC and EMEA; proven track record of regional operations.
• Demonstrated knowledge of marine regulatory frameworks and classification requirements.
• Fluency with digital service platforms (remote monitoring, connected assets, analytics) and cybersecurity practices in maritime contexts.
• Commercial acumen managing multi‑region service P&Ls, contracts, and long‑term agreements.

• Global Service Standardization — Designs and enforces a single global service methodology (SOPs, KPIs, toolsets, templates) to ensure repeatable outcomes across fleets and geographies.
• Marine Technical Mastery — Deep understanding of HVAC/R systems, fire detection & suppression (CO₂, foam, watermist, gaseous), sprinklers, PA/VA, surveillance, clean air, controls and automation; integrates multi‑technology service programs end‑to‑end.
• Digital & Data‑Driven Service — Leverages connected platforms (OpenBlue/connected dashboards) for predictive maintenance, energy optimization, and cyber‑safe operations; implements global data standards.
• Customer & Stakeholder Management — Executive‑level engagement with naval forces, cruise lines, offshore operators; manages complex multi‑stakeholder environments and preferred supplier relationships through measurable KPIs.
• Operational Excellence & Resilience — Establishes health checks, deluge ITM programs, and pre‑dry‑dock inspections; leads contingency planning to minimize downtime and cost.
• Commercial & Contract Discipline — Manages budgets, turnaround cost structures, vendor contracts, and change control across APAC/EMEA operations.
• Safety & Risk Management — Integrates safety culture and crisis response (weather, mechanical, cyber) into service plans; maintains Veg readiness.
• People & Capability Development — Builds regional talent pipelines, certifications, and career paths; drives engagement and one‑way‑of‑working.