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Customer Quality Analyst
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York-United States of America
About us
Our employees are the most important part of our business. Thank you for your interest in applying to new opportunities with us.
Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.
For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services, and an industry-leading field organization, we elevate customer performance, turn goals into real-world results, and help move society forward.
What you will do
Under the direction of the Customer Product Quality Manager, the Customer Quality Coordinator is typically the front-line link between customers, internal operations, and the quality organization. The role focuses on managing customer‐reported quality issues, ensuring they’re understood, contained, resolved, and communicated clearly. Responsible for driving consistent, high-quality customer experience by monitoring service quality, resolving customer concerns, and supporting continuous improvement initiatives.
This role acts as a key liaison between customers, field teams, and internal stakeholders to ensure issues are addressed promptly, root causes are identified, and sustainable solutions are implemented. The coordinator supports service execution quality, tracks customer feedback, and ensures alignment with business processes and customer expectations.
How will you do it
· Serve as the primary point of contact for customer quality concerns, ensuring timely acknowledgment, communication, and resolution.
· Monitor and track customer issues, service quality trends, and repeat failures to identify root causes and drive corrective actions.
· Partner with plant quality, engineering, operations and support teams to resolve customer concerns quickly and effectively.
· Conduct follow-up with customers to confirm resolution satisfaction and overall service experience.
· Facilitate daily or routine debriefs with field teams to review service quality, identify gaps, and reinforce expectations.
· Ensure all customer-related activities, case details, and updates are accurately documented applicable systems.
· Support continuous improvement initiatives by identifying process gaps and recommending solutions to improve customer experience and quality performance.
· Perform additional administrative and operational support tasks as assigned.
What we look for
Required
· High school diploma or equivalent required, plus 2–5 years of experience in customer service, quality coordination, or manufacturing operations.
· Strong problem-solving skills with the ability to identify root causes and drive effective resolution.
· Demonstrated ability to work independently with strong organizational skills and attention to detail.
· Excellent interpersonal and communication skills with the ability to interact effectively with customers and cross-functional teams.
· Ability to manage multiple priorities, tasks, and customer issues with professionalism and urgency.
· Customer-focused mindset with a strong commitment to delivering high-quality experience.
· Ability to influence and collaborate with diverse teams to achieve desired outcomes.
· Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint); ability to analyze data, track trends, and create clear reports and presentations.
Preferred
· Associate degree or equivalent experience.
· Experience with quality systems, root cause analysis, or continuous improvement methodologies.
