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Customer Business Manager
2 months ago
About the Role:
The Customer Business Manager is a key member of the Sustainable Infrastructure, P3 business at Johnson Controls International. This individual is responsible for ensuring Customer Satisfaction and financial performance across a broad spectrum of services through the selection of qualified team members and their development, as well as people-oriented management of resources.
Key Responsibilities:
- Understand contract terms and conditions and Customer expectations at a detailed level and take 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 contractor.
- Establish process performance metrics around work request by scheduling, tracking, analyzing, and reporting performance in terms of completion, quality, safety, costs, and Customer Satisfaction, taking corrective actions as needed to bring about required change.
- Review and proactively establish required procedures and training personnel to consistently meet and exceed the performance expectations of the Customer in the most safe and cost-effective manner.
- Manage, direct, and schedule day-to-day and long-range activities to ensure that all contract requirements and procedures of the site Supervision and Staff are being properly implemented.
- Manage staff, including hiring, promotions, recognition, discipline, and performance management, plans, directs, and monitors performance objectives.
- Select and train all project employees and administer JCI policies, procedures, and standards to ensure that JCI employees and vendors have the required technical, interpersonal skills, and morale to meet and exceed the expectations of the Customer.
- Serve as a role model, mentor, and valued resource for the Customer and JCI.
- Share process improvements and lessons learned with peers.
- Experienced with directing, planning, developing, and implementing strategic and operational plans.
- Experienced in management of multi-disciplinary teams and working groups.
- Lead Customer meetings.
- Oversee performance reviews for all on-site FM Team members and primary sub-contractors.
- 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 either 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.
- Ability to work around the customer's Key Process Indicators (KPI's) and think strategically for long- and short-term process improvements that will improve on safety, reliability, and energy costs.
- Thorough understanding of contracts, contract interpretation, SOP's, KPI's, and their interrelation with 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 Johnson Controls International:
Johnson Controls International 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.
