Customer Business Manager

About Johnson Controls

Johnson Controls is a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization. We help customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services, and an industry-leading field organization, we elevate customer performance, turn goals into real-world results, and help move society forward. Your next incredible opportunity is just a few clicks away!

What We Offer

• Competitive pay.
• Paid vacation, holidays, and sick time.
• Comprehensive benefits package, including pension, medical, dental, and vision care - available from day one.
• Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources.
• Encouraging and collaborative team environment.
• Dedication to safety through our Zero Harm policy.
• JCI Employee discount programs (The Loop by Perk Spot).
• Scheduling and management support.

What You Will Do

The Customer Business Manager is part of the Sustainable Infrastructure, P3 business at Johnson Controls. This individual ensures Customer Satisfaction, contractual requirements, Operations & Maintenance Services, 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 Customer Business Manager manages the continuous improvement process while meeting the required metrics and successfully influencing required change, conformance, and governance. The ideal candidate will be a seasoned Facility Management contract manager and business manager with high-tech knowledge of HVAC, BAS, Electrical, Fire, and security systems. Strong communication and critical thinking skills are essential for success in this role.

How You Will Do It

• Understand contract terms and conditions and Customer expectations at a detailed level and taking ownership for outcomes.
• Performance Risk Contracts.
• Provide timely and effective communications with all employee levels within the project, the Customer’s organization, and JCI, building a strong win-win relationship.
• Work closely with the Customer to ensure alignment with contract requirements and operational policies.
• Provide technical and management direction to maintenance management service contractors.
• Establish process performance metrics around work requests 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 establish required procedures and train 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 administer 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 and collaborate with stakeholders, police, fire, and airport.
• 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.
• Promote a Facility Management Team culture oriented to Customer Satisfaction and Continuous Improvement.
• This position has a full-time onsite presence.

What We Look For

Required Qualifications – Education, Skills & Experience

• Bachelor’s 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 customer’s Key Process Indicators (KPI’s) 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, SOP’s, KPI’s, and their interrelation with the 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.
• Advance MS Office computer skills, Excel, PP, process improvement software, etc.

Key skills/competency

• Facility Management
• Contract Management
• HVAC Systems
• Building Automation Systems (BAS)
• Electrical Systems
• Fire and Security Systems
• Operations & Maintenance (O&M)
• Financial Performance
• Customer Satisfaction
• Strategic Planning