Regional Lead Customer Operations Associate-South
Company: Johnson Controls
Location: Irving
Posted on: April 24, 2024
Job Description:
Build your best future with the Johnson Controls team
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!
What we offer
- Competitive salary
- 15 days Paid vacation first year plus holidays & sick time
- Comprehensive benefits package including 401K, medical, dental,
and vision care
- On the job/cross training opportunities
- Encouraging and collaborative team environment
- Dedication to safety through our Zero Harm policy Regional Lead
Customer Operations Associate
What you will do
Reporting to the Regional Installation Manager, this role is
responsible for supporting and coaching to maximize Installation
Operations Productivity and Profitability for South Region.
- Ensures all order to cash activities are managed properly.
Supports the proficiency and performance of customer operations
associates I and II (COA).
- Supports BSNA Installation Operations delivery standards for
consistency (i.e., continuous improvement around cost overruns,
billings, TWC, revenue and XGM forecasts, re-estimates, backlog
reviews for projects, utilization).
- Partners with Connect Technologies IMs and COAS on forecasting
and collections.
- Proactively investigates forecasting and financial issues,
recommending an implementing solution where appropriate.
- Analyzes and assesses staffing levels for Projects
administrative functions within the Area and in compliance with
Operational Management Disciplines (OMD), makes recommendations as
needed to ensure customer satisfaction in a cost-effective manner.
How you will do it
- Supports and coaches back-office Operations Management
Discipline Standards (OMD) consistent with BSNA objectives for
sustainable, profitable growth through efficient execution of the
work sold. Ensuring administrative work process, tracking, and
participating in OMD designated operations meeting will be a key
component of the role.
- Proactively monitors performance on a local market by local
market basis for productivity and profitability of the installation
Project Teams (I.e., continuous improvement around cost overruns,
billings, cash flow, revenue and XGM forecasts, re-estimates,
backlog reviews for projects, utilization). Responds to indicators
of problems with training, resources and ideas which mitigate
problems.
- Provides operations and financial support for the area
management team and ensures completion of all phases of the
installation process. Identifies issues and recommends solutions to
the appropriate area or local market ops manager level.
- Proactively takes the initiative to identify, evaluate and
resolve ops process related issues. Initiates action to limit
negative outcomes and seek new opportunities for improvements in
the installation process. Prioritizes work activities based upon
fiscal impact to desired business goals and outcomes.
- Works in concert with local market leadership to ensure
understanding of customer operations associate roles and
responsibilities. Also assists local market leadership in hiring
customer operations associates, providing advice and guidance on
the expectations of successful COA.
- Participates in local market and CTIM backlog reviews as
needed
- Support the "on-boarding process" with branch leadership for
new customer operations associates.
- Develops and implements training plans as needed.
- Ensures Buddies are assigned for new hires
- Promotes engagement of local market leadership with customer
operations associates to ensure day to day productivity by coaching
role clarity
- Direct responsibility with Area Installation Manager to drive
TWC improvement in all local markets. Will coach, assist, train,
and provide support as indicated by Dashboard metrics and CI
Leading Indicators.
- Visiting local markets provides ongoing functional training,
coaching, and mentoring for new and existing COAs within the local
markets in the assigned Area. Promotes the implementation of "best
practices" which impacts the local market and area's ability to
grow the installation business. Optimizing installation processes
and systems.
- Supports the Customer Operations Associates in local markets to
coordinate system changes, training, subcontract management OCIP,
certified payroll, prevailing wage, and other complex contract
related issues.
- Promotes lessons from the Mouse to support world class customer
satisfaction
- Works with HQ Operations support to identify and help develop
OMD training gaps, recommend process and tool improvements, support
quarterly release testing to support changes, and provide feedback
on any other support requirements.
- Acts as liaison to the CTIM and CT COAS to ensure proper
process and cadence for supporting Area revenue and XGM forecast
completion and cash collections.
- Acts as liaison to the Milwaukee/Global Business centers for
Area and Local market Ops organization. What we look for
Required
- Bachelor's degree in Construction Management, Business
Administration, Finance, or equivalent related work experience plus
two to three years' experience in the construction
industry/contracting business performing similar contract and
project management functions.
- Ability to effectively represent JCI and communicate with
customers and others at varying levels
- Demonstrated proficiency to simultaneously manage a large and
diverse number of projects and issues with tact, cooperation, and
persistence.
- Ability to prioritize work activities based upon fiscal impact
to desired business goals.
- Innovative and conceptual thinker
- Elevated level of productivity and efficiency
- Proven skills as a timely communicator focused on providing
customer satisfaction and team building.
- High-level understanding of HVAC System operations and exposure
to cost accounting required.
- Working knowledge of PC's and packaged software (advanced excel
pivot tables, VLOOKUP, and formula) access and MS project)
- Up to 50% travel
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.
Keywords: Johnson Controls, Mesquite , Regional Lead Customer Operations Associate-South, Other , Irving, Texas
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