Regional Lead Customer Operations Associate

What you will do

Reporting to the Regional Installation Manager, this role is responsible for supporting and coaching to maximize Installation Operations Productivity and Profitability for South Region.

• Ensures all order to cash activities are managed properly. Supports the proficiency and performance of customer operations associates I and II (COA).

• Supports BSNA Installation Operations delivery standards for consistency (i.e., continuous improvement around cost overruns, billings, TWC, revenue and XGM forecasts, re-estimates, backlog reviews for projects, utilization).

• Partners with Connect Technologies IMs and COAS on forecasting and collections.

• Proactively investigates forecasting and financial issues, recommending an implementing solution where appropriate.

• Analyzes and assesses staffing levels for Projects administrative functions within the Area and in compliance with Operational Management Disciplines (OMD), makes recommendations as needed to ensure customer satisfaction in a cost-effective manner.

How you will do it

• Supports and coaches back-office Operations Management Discipline Standards (OMD) consistent with BSNA objectives for sustainable, profitable growth through efficient execution of the work sold. Ensuring administrative work process, tracking, and participating in OMD designated operations meeting will be a key component of the role.

• Proactively monitors performance on a local market by local market basis for productivity and profitability of the installation Project Teams (I.e., continuous improvement around cost overruns, billings, cash flow, revenue and XGM forecasts, re-estimates, backlog reviews for projects, utilization). Responds to indicators of problems with training, resources and ideas which mitigate problems.

• Provides operations and financial support for the area management team and ensures completion of all phases of the installation process. Identifies issues and recommends solutions to the appropriate area or local market ops manager level.

• Proactively takes the initiative to identify, evaluate and resolve ops process related issues. Initiates action to limit negative outcomes and seek new opportunities for improvements in the installation process. Prioritizes work activities based upon fiscal impact to desired business goals and outcomes.

• Works in concert with local market leadership to ensure understanding of customer operations associate roles and responsibilities. Also assists local market leadership in hiring customer operations associates, providing advice and guidance on the expectations of successful COA.

• Participates in local market and CTIM backlog reviews as needed

• Support the "on-boarding process" with branch leadership for new customer operations associates.

• Develops and implements training plans as needed.

• Ensures Buddies are assigned for new hires

• Promotes engagement of local market leadership with customer operations associates to ensure day to day productivity by coaching role clarity

• Direct responsibility with Area Installation Manager to drive TWC improvement in all local markets. Will coach, assist, train, and provide support as indicated by Dashboard metrics and CI Leading Indicators.

• Visiting local markets provides ongoing functional training, coaching, and mentoring for new and existing COAs within the local markets in the assigned Area. Promotes the implementation of "best practices" which impacts the local market and area's ability to grow the installation business. Optimizing installation processes and systems.

• Supports the Customer Operations Associates in local markets to coordinate system changes, training, subcontract management OCIP, certified payroll, prevailing wage, and other complex contract related issues.

• Promotes lessons from the Mouse to support world class customer satisfaction

• Works with HQ Operations support to identify and help develop OMD training gaps, recommend process and tool improvements, support quarterly release testing to support changes, and provide feedback on any other support requirements.

• Acts as liaison to the CTIM and CT COAS to ensure proper process and cadence for supporting Area revenue and XGM forecast completion and cash collections.

• Acts as liaison to the Milwaukee/Global Business centers for Area and Local market Ops organization.

What we look for

Required

• Bachelor's degree in Construction Management, Business Administration, Finance, or equivalent related work experience plus two to three years' 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 manage a large and diverse number of projects and issues with tact, cooperation, and persistence.

• Ability to prioritize work activities based upon fiscal impact to desired business goals.

• Innovative and conceptual thinker

• Elevated 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 pivot tables, VLOOKUP, and formula) access and MS project)

• Up to 50% travel

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, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit . If you are an individual with a disability and you require an accommodation during the application process, please visit .