Area Customer Experience Manager

What you will do

Under minimal direction, manages the assigned Service portfolio, acting in a role of main client communication conduit for, scheduling, staffing, renewals, and transactional activity. Reviews and approves all Out of Scope plans as developed by the Site based teams. Helps Customer Business Directors (CBD’s) leads professional development, adherence to the organizational best business practices, managing & mentoring of the site based service teams. Establishes team objectives and manages team efforts to achieve assigned productivity. Responsible for the management and execution of business portfolio.

Area Assigned Portfolio: Responsible for development and performance engineering for the project portfolio within the Area. Responsible for Area projects, determining resource levels to attain schedule milestones and monitors workforce levels to ensure conformance with the scope of work.

External Relationships:

The Area Customer Experience Manager is actively involved in the local community, industry organizations, and networks with local contracting firms, universities, and subcontractors. Responsible for maintaining high customer satisfaction for projects during the operational and performance management phases.

Internal Relationships:

• Works collaboratively with the Customer Business Directors to determine capacity and capability needs with personnel from the Customer Experience Team.
• Assists the Area General Manager and Customer Business Directors in the preparation of the annual financial operating plan for the business, ensures Area Fiscal Year plans are met and monthly financial reporting of the Area.

How you will do it

• Ensures that the site based teams are properly supported with customer performance resources. Works with the CBD’s to review manpower levels, providing manpower forecasts and plans for support of the Area Teams
• Develops and drives mitigation strategies for any potential KPI shortfall situations and leads the remediation effort. Represents JCI to the customer in shortfall situations.
• Ensures compliance to Operational policies that ensure proper measurements are managed and executed.
• Directs the efforts of the Site Based Team to provide specific functional and technical expertise, including presentation assistance, estimating, technical and financial analysis, etc.
• Implements JCI’s standardized tools and processes. Establishes tracks and reports various performance metrics.
• Serves as an active member of the Sustainable Infrastructure leadership team by providing Stie performance information in an accurate and timely fashion and working with and supporting other business leaders to establish standards, resource sharing and incorporating “Best Practices,” reporting performance metrics, establishing and actualizing learning programs.
• Leads process improvement initiatives for the broader Sustainable Infrastructure Business.
• Remains current on engineering standards and practices. Provides team with industry knowledge and leverages field applications and best practices. Directs the Team in developing and maintaining competitively advantaged “Best Practices,” analyses, current competitive information and profiles, and effective presentations and proposals.
• Promotes adherence to JCI safety policies.
• When self-performing, leads or supports detailed development of projects. Validates assumptions made during solution design. Builds a detailed cost estimate and scope of work for assigned projects in conjunction with
• Operations. Leads in proposals and other customer communication documents. Utilizes specialized functional expertise as a project development team member. Has a high degree of technical competence in multiple functional areas, capable of assessing design risk and being accountable for all elements of large projects.
• Performs other related duties as assigned.

What we look for

• Bachelor's degree in engineering, or a related technical field. MBA, or other appropriate graduate degree preferrable.
• Requires 15 or more years of engineering building-related systems or services.
• Formal report writing experience, and excellent oral and written communication skills are necessary.
• Possesses solid working knowledge of common computer applications (e.g., MS Word, MS Excel, MS PowerPoint, MS Project, etc.).
• Previous exposure to facility operations and cost accounting. Excellent business analysis capabilities are required.
• Proven leadership skills and experience in managing a technical team requiring multi-project management skills. Experience in recruiting and developing people.
• Proven leadership skills and experience in managing a technical team requiring multi-project management skills.
• Strong process orientation and development skills with the ability to motivate subordinates. Strong planning and organization skills.
• Registered Professional Engineer is not necessary but is advantageous.
• Travel approximately 30%, primarily within assigned area.

Who We Are

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

HIRING SALARY RANGE: $112,100 - $168,400 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)  This position includes a competitive benefits package. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.