Service Operations Program Manager

Johnson Controls • Glendale, AZ

14h

About The Position

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!

Requirements

• BA/BS degree or equivalent experience in Business, Engineering, Operations, or a related field.
• Minimum of 5 years of experience in one or more of the following functions: field operations, service delivery, dispatch, program management or project management.
• Think strategically and remain focused on the mission, ignoring non value-added distractions.
• Listen and capture core business requirements associated to program initiatives.
• Translate, document, and communicate business requirements.
• Experience with technical writing and training documentation creation.
• Analyze and document end user business processes into formal documentation and training packages using clear, concise language and a variety of tools.
• Deliver end user training both in person and via the use of virtual technology.
• Work both independently and collaboratively in a dynamic business environment.
• Recognize and respond to expectations in a timely manner and with a sense of urgency required.
• Must have a demonstrated customer service orientation with excellent written and oral communication skills.
• Must demonstrate the ability to plan and execute projects with a high degree of effectiveness in team leadership, demonstrated through experience.
• Experience communicating business initiatives in a clear and concise manner to multiple types of audiences and channels.
• Experience executing program initiatives which align with business goals and budget.
• Experience in identifying and assessing moderately complex issues and recommending and implementing strategies to resolve problems.
• Experience in effectively supporting change within a team, function or area.

Responsibilities

• Collaborate with NxGen and HVAC team members to support the strategic design for our HVAC service function within BSNA.
• Be an expert in the NxGen technology and tool functionality.
• Support tool design, implementation and roll out of our strategies and technologies.
• Work with our Operations team to build cohesive processes.
• Support and drive change management across the organization.
• Possess a functional understanding of HVAC field service tools, software and be engaged in the development of processes.
• Participate in the voice of customer and to ensure knowledge management roadmap includes offerings that bring the greatest value to external customers, internal customers and JCI shareholders.
• In collaboration with the business, develop training for field processes, drive deployment in the field and provide support and guidance to keep them functional and successful.
• Become proficient in a variety of available training tools and utilize as appropriate to develop and deliver training to Field Service personnel.
• Collaborate with and support other Operations Program Managers as a member of the team supporting HVAC Field Service software platform.
• Assist with the development and delivery of communication plans to the HVAC Field Service organization related to new business initiatives, tools, and software features and releases.
• Participate in application functional design process and team reviews.
• Communicate with peers and all levels of management as needed to gather and document functional requirements; interact with technical business analysts to facilitate application technical design and development in alignment with functional requirements.
• Assist with the development of test plans, execution of user acceptance testing when needed, and review of test results as documented by testing team.
• Serve as a liaison to the Paramount application development team to ensure that all current HVAC application features are presented to that team and functionality is fully understood for incorporation into that future JCI global Service platform.

Benefits

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)
• Competitive Bonus plan that will take into account individual, group, and corporate performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree