Customer Business Manager

2 weeks ago

Kingston, Canada Johnson Controls Full time

**This position is required to be onsite at the Providence Care Hospital in Kingston, Ontario.**

**What you will do**

**How you will do it**
- Understand contract terms and conditions and Customer expectations at a detailed level and 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 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 establishing 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.
- Manages staff, including hiring, promotions, recognition, discipline, and performance management. Plans, directs, and monitors performance objectives.
- Select and train all project employees and administering 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.
- Position has a full-time onsite presence.

**What we look for**

**[Required Qualifications - Education, Skills & Experience]**
- 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.

**Who we are

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