Customer Business Manager

What you will do

The Customer Business Manager II is part of the Sustainable Infrastructure, P3 business at Johnson Controls. This individual ensures Customer Satisfaction and financial performance across a broad spectrum of services through the selection of qualified team members and their development along with people-oriented management of resources. In addition, the CBMII manages the continuous improvement process while meeting the required metrics and successfully influencing required change, conformance, and governance. Ideal candidate will be a seasoned technical lead and business manager with a high-tech knowledge of the HVAC, BAS, Electrical, Fire and security systems.

How you will do it

• Understand contract terms and conditions and Customer expectations at a detailed level and taking ownership for outcomes.

• Ensures that all facilities are operated and maintained in a cost-effective and safe condition in accordance with the approved budget and the customers requirements to fulfill O&M contractual obligations.

• Provide timely and effective communications with all employee levels within the project, the Customers organization, and JCI. Building a strong win-win relationship.

• Reviews and approves expenditures for tools, equipment, supplies, materials, and additional contract requirements. May assist with preparation of facility budget.

• Work closely with the Customer to ensure alignment with contract requirements and operational policies.

• Provide technical and management direction to maintenance management service contractor. Communicates operating philosophy, objectives, and expectations to JCI O&M staff in a continuing effort to build the team.

• Manages, directs and schedules day-to-day and long-range activities for assigned properties and ensures that the O&M staff are properly following processes and procedures.

• 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. Resolves problems and/or conflicts and maintains open communication with the client including providing regular written and oral reports to ensure satisfaction.

• Manages subcontractor specifications, problems/issues, performance, and administration.

• Provides technical expertise and guidance to O&M staff and manages resolution of complex problems.

• Provides the technical and management direction for all Facility Management services and utilizes all JCI resources (i.e., Branch, Procurement, etc.) to reduce costs and increases satisfaction.

• Promote a Facility Management Team culture oriented to Customer Satisfaction and Continuous Improvement.

• Performs other duties as required.

What we look for

[Required Qualifications Education, Skills & Experience]

• Bachelors 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 customers Key Process Indicators (KPIs) 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, SOPs, KPIs 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

Johnson Controls 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. 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/tomorrowneedsyou.

Johnson Controls Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. To request accommodation, please contact us. Any information you provide related to accommodation measures will be treated as confidential. A copy of Johnson Controls applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.