Service Operations Program Manager

Johnson Controls, Inc. Milwaukee , WI 53201

Posted 2 weeks ago

What you will do

As the Account Service Operations Program Manager, you will provide work direction to JCI partners and the centralized support team dedicated to providing knowledge management services specific to the account relationship.

You will be responsible for managing the day to day relationship and performance that will result in increased customer satisfaction, customer loyalty, JCI market share and profitability. This includes the creation and execution of project implementation plans for the specified customer base of HVAC equipment, building automation, energy monitoring and indexing tools. Interfaces with other headquarter functions and departments to ensure metrics are established, managed and tracked to ensure targets are met. Serves as that accounts knowledge management program champion for the field to ensure smooth transitions and increase in customer retention and satisfaction.

How you will do it

1.Participates in the voice of customer sessions and to ensure knowledge management roadmap includes offerings that bring the greatest value to external customers, internal customers and JCI shareholders.

2.Establishes processes, provides support and guidance for centralized service support team members.

3.Coordinates with Remote Operations Center, BAS field support center, HVAC product technical support and India advisory services to ensure customer service levels are met and services are optimized and automated to ensure lowest possible cost of delivery.

4.Develops and is accountable for the accuracy of budgets, costs, and variance reporting as necessary.

5.Responsible for working with other departments to make changes to service estimating tools and software as a service subscriptions (SaaS) are in place to launch a series of new digital connected building and equipment services

6.Assists in the creation of deployment plans, training packages, change management plans, communication plans that are part of product launches.

7.Responsible and acts as owner for that specific account relationship including SharePoint site, field conference calls and deployment plans.

8.Provides pre and post-sale support to sales and operations with proposals, estimates and presentations for the specific account base.

9.Provides mentoring and coaching to sales and service operations team members.



  1. Leads periodic reviews to update leadership and other stakeholders on the progress of the programs.

  2. Performs other job-related duties as requested.


What we look for

Required

  • Bachelor's degree in Engineering, IT, Business Administration or related field preferred.

  • Seven to ten years' experience in service operations leadership, project management, program management, sales leadership with an emphasis on promoting and delivering innovative programs.

  • Must have a demonstrated customer service orientation with excellent written and oral communication skills.

  • Must demonstrate a thorough knowledge of HVAC equipment, building automation systems and energy management tools and monitoring systems.

  • Proven ability to manage multi-million dollar programs and budgets annually.

  • Must demonstrate the ability to plan and execute projects and a high degree of effectiveness in team leadership.

  • Must be proficient with MS Excel, Word, PowerPoint, Teams

  • Occasional travel (~20%) required

  • Ability to work effectively in a teaming and matrixes environment with multiple and changing tasks and priorities.

  • Must have excellent project management skills as demonstrated through experience.

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, 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/careers.

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