Customer Business Manager

1 day ago

Toronto, Ontario, Canada Johnson Controls International Full time
Job Summary

We are seeking a seasoned technical lead and business manager to join our team at Johnson Controls International. As a Customer Business Manager II, you will be responsible for ensuring customer satisfaction and financial performance across a broad spectrum of services.

Key Responsibilities
  • Understand contract terms and conditions and customer expectations at a detailed level, taking ownership for outcomes.
  • Provide timely and effective communications with all employee levels within the project, the customer's organization, and JCI, building a strong win-win relationship.
  • Work closely with the customer to ensure alignment with contract requirements and operational policies.
  • Provide technical and management direction to maintenance management service contractors.
  • Establish process performance metrics, including work request scheduling, tracking, analyzing, and reporting performance in terms of completion, quality, safety, costs, and customer satisfaction.
  • Review and establish required procedures and training personnel to consistently meet and exceed performance expectations.
  • Manage, direct, and schedule day-to-day and long-range activities to ensure contract requirements and procedures are properly implemented.
  • Manage staff, including hiring, promotions, recognition, discipline, and performance management.
  • Select and train project employees, administering JCI policies, procedures, and standards to ensure technical, interpersonal skills, and morale meet customer expectations.
  • Serve as a role model, mentor, and valued resource for the customer and JCI.
  • Share process improvements and lessons learned with peers.
  • Experienced in directing, planning, developing, and implementing strategic and operational plans.
  • Experienced in managing multi-disciplinary teams and working groups.
  • Lead customer meetings.
  • Oversee performance reviews for all on-site FM team members and primary subcontractors.
  • Manage contract compliance requirements.
  • Perform periodic planned and random site evaluation inspections to continuously monitor front-line performance.
  • Monitor results from annual and monthly customer satisfaction surveys and implement corrective action as required.
  • Promote a Facility Management Team culture oriented to customer satisfaction and continuous improvement.
Requirements
  • Bachelor's Degree in Business, Mechanical Engineering, Electrical, or equivalent experience in a Facility Management discipline with 10 years or more experience.
  • Five years of HVAC, Facilities, Housing, or a parallel industry experience.
  • Ability to work around customer Key Process Indicators (KPIs) and think strategically for long- and short-term process improvements.
  • Thorough understanding of contracts, contract interpretation, SOPs, KPIs, and their interrelation with the P3 model.
  • Two years of management leadership experience.
  • Demonstrated ability to communicate effectively with internal and external customers.
  • Operations knowledge of disciplines in Engineering, Property Management, and sales.
  • Advance MS Office computer skills, Excel, PP, process improvement software, etc.
About Us

Johnson Controls International is an equal employment opportunity and affirmative action employer. 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.

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