HVAC TB Regional Resource Manager

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

Competitive salary / pay

Paid vacation/holidays/sick time - 15 days of vacation first year

Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

Encouraging and collaborative team environment

Dedication to safety through our Zero Harm policy

JCI Employee discount programs (The Loop by Perk Spot)

Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

What you will do:

Under general direction, meets the profitability and operational objectives of the Centralized Ops Support Center (COSC).  Participates in supporting the Centralized Teams through the Market Managers in scheduling & dispatching functions and BOS metrics, branch / area support and operational excellence. Responsible for meeting customer and employee satisfaction objectives and ensures Department staff meets procedural requirements for compliance with business delivery, quality, & safety standards. Develops and maintains working relationships with internal and appropriate external customer contacts, while maintaining close relationships with internal sales and account management groups.  Ensures service level agreements (SLA) and contractual obligations are met. Tracks, analyzes, and trends operational offerings to identify competitive and operational cost optimization.

How you will do it:

• Supports the execution efforts of the Centralized Ops Support Center business.  Ensures consistency of delivery processes.  Implements structure to facilitate the execution of customer contractual requirements while meeting Centralized Ops Support Center business objectives. 
• Using established processes and procedures, monitors and tracks business operations to ensure the highest level of customer satisfaction while meeting the Centralized Ops Support Center business objectives.
• Under general direction of the COSC Director, the Regional Resource Manager manages the Schedule and Dispatch process ensuring their operational excellence in alignment with Regional Market Support teams and the Service business`.
• Own the relationship between centralized support teams and managers in the field (TBSM, BSM, and so on).
• Act as an escalation point for centralized operations.
• Be accountable for achieving monthly secured and executed revenue forecasts and business level KPIs (Key Performance Indicators).
• Oversee and monitor the performance of billing, scheduling,
• Ensure all customer satisfaction issues have been addressed in a 24-28 hour timeframe.
• Monitor the customer satisfaction survey, NPS (NET PROMOTER SCORE).
• Prepares and provides operational information (execution and service level agreement metrics) for Quarterly Business Review meetings and participates as needed.
• Develops and manages SG & A budget within Centralized Ops Support Center business guidelines.
• Executes other managerial responsibilities, i.e., hiring, performance reviews and acquisitions consistent with established business strategy. Recruits, hires, and retains Service support operational staff. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports.
• Identifies and works to establish meaningful measurements of cost, quality, and cycle time specific to staff members and the general area of supervision.  The measures should provide insights into operational effectiveness and form the basis for continuous improvement.
• Performs other duties as related to customer satisfaction, deployment of strategic initiatives and operational management of both our internal and external customers.

What we look for:

 REQUIRED:

• Bachelor’s degree in engineering or business