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Equipment Customer Operations Associate Team Supervisor in Littleton, CO at Johnson Controls

Date Posted: 1/13/2019

Job Snapshot

Job Description

Under general direction of HQ Equipment Operations, manages day to day activities of the Centralized EQ COA team. Coaches and provides constructive feedback to team members to help them achieve their goals. Works in concert with the HQ EQ Operations/Sales Leadership to ensure consistent delivery of services and assure customer expectations are being met as well as internal financial commitments. Complies with company policies, best practices and standard operating procedures to facilitate performance that exceeds customer expectations.  Participates in driving productivity, profitability and customer satisfaction for BSNA Areas, North America.  Follows established procedures in the support of the BSNA Operations Toolsets and Business Processes.  Subject Matter Expert who will assist BSNA Local Markets by handling escalated EQ support requests requiring research, analysis, and documentation of complex business systems problems.  Prioritizes and expedites issues to ensure accurate and timely resolution.
1.    Acts as a team role model and leader for the BSNA Centralized Equipment Operations Team.  Assists and mentors EQ COA team on new procedures and systems.
2.    Works with the Centralized Equipment COA Manager to identify, develop and provide specialized training for the EQ COA’s, as directed.  Provides recommendations on process changes, etc. as appropriate as well as assists in development, mentoring and cross-training.  Assists with development, updating and delivery of training material for the BSNA EQ Operations programs.
3.    Proactively assists Equipment Projects Operations/Sales Leadership in taking necessary actions required to expedite consistent delivery of the Equipment business.  Assures customer expectations are being met as well as internal financial commitments in a team environment, working towards common, strategic goals.
4.    Assists the EQ COA team with day to day equipment order processing problems, and customer escalations.  Works to achieve timely contact, appropriate communication and follow up with field personnel to resolve issues.
5.    Develops working relationships with the factory administrative ordering and shipping teams to expedite consistent delivery of the Equipment business
6.    Has the ability to coordinate a specific, complex process or lead a team.  Assists in coordination of special projects.
7.    Communicates (written and verbal) processes and procedures within the team and with external and internal customers including those at a management level. Works effectively with other JCI departments. Provides support or training to internal customers on policies and web tools.
8.    Assists management in meetings as requested to provide additional perspectives on issues and provides supporting documentation for meetings in a timely manner.
9.    Participates in monthly EQ Ops business review meetings by identifying critical account information relative to current financial status, (re-estimates, billings, Accounts Receivable issues, revenue forecasts) and recommending solutions to customer satisfaction issues.  Initiates research and follow up on account questions identified during monthly review meetings. Provides feedback to EQ Ops Management Team, and SAE’s as appropriate.
10. Owns, maintains and ensures the integrity of the EQ Project contract data for purposes of forecasting and providing financial data. Analyzes and resolves discrepancies within the systems.  Proactively investigates issues and follows through to produce results involving costs, slippage, revenue forecasts, etc.  Proficient at furnishing custom reports through analysis of the project data, IBS Financial Reporting System.
11. Works in concert with the SAE providing pre sales support and operations support in achieving expected financial results of assigned projects.  Focuses on providing customer satisfaction by taking action and getting results while balancing project financial goals.
12. Works in concert with the EQ Sales Agents providing operations support in achieving expected financial results of assigned projects.  Focuses on providing customer satisfaction by taking action and getting results while balancing project financial goals.
13. Works with BSNA Service Operations team members in the support of Equipment Start-up, and Equipment Warranty issues.  Works direct with the BSNA Equipment Warranty teams and EQ Factories to ensure EQ warranty processes are followed.
14. Produces business trend analysis along with recommendations on financial and business improvements regarding billings, cost overruns, cash flow, etc.  Provides support for the EQ Ops Management with financial and business-related issues, enhancing management’s ability to devote additional time to Field and job related issues.  Through on-going analysis, identifies trends and proposes long-term, strategic corrective action by providing input to EQ Operations team.
15. Proactively takes the initiative to identify, evaluate and resolve EQ Ops support process related issues.  Initiates action to limit negative outcomes and seek new opportunities for improvements in the EQ Ops support process.  Prioritizes work activities based upon financial impact to desired business goals and outcomes.
16. Acts as liaison to the Global Business Center for the EQ Ops Organization.
17. Maintains documentation in shared filing system.
18. Follows established JCI ethics, procedures and guidelines.
19. Responsible for the promotion of and adherence to JCI’s safety policies.
20. Performs other responsibilities and duties in support of the EQ Ops Management /Sales Management Team as assigned.

Job Requirements

Bachelor’s Degree in Construction Management, Business Administration, Finance, or equivalent directly related work experience plus two to three years of experience in the construction industry/contracting business performing similar contract and project management functions. Ability to effectively represent JCI and communicate with customers and others at varying levels.  Demonstrated proficiency to simultaneously handle a large and diverse number of projects and issues with tact, cooperation, and persistence.  Ability to prioritize work activities based upon financial impact to desired business goals. Innovative and conceptual thinker.  High level of productivity and efficiency.  Proven skills as a timely communicator, focused on providing customer satisfaction and team building. High-level understanding of HVAC System operations and exposure to cost accounting required.  Working knowledge of PC’s and packaged software (Advanced Excel, Access and MS Project).