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Customer Operations Analyst

Monster
 
 
 
 

Job Summary

Company
Johnson Controls
Location
Sioux Falls, SD
Industries
Other/Not Classified
Job Type
Full Time
Employee
Career Level
Experienced (Non-Manager)
Job Reference Code
4307_WD30048516157

Customer Operations Analyst

About the Job

What you will do



Under general direction, works in concert with the Area HVAC Installation Operations/Sales Leadership and Area HVAC Installation Managers, Project Managers, Lead System Specialists, and Customer Operations Associates to ensure consistent delivery of installations and assure customer expectations are being met as well as internal financial commitments. Responsible for Area project business for trend analysis along with recommendations on financial and business improvements (i.e. continuous improvement around cost overruns, billings, cash flow, revenue forecasts, re-estimates). Proactively investigate forecasting and financial issues, recommending and implementing solutions where appropriate. 



How you will do it




1. Proactively assists Area HVAC Installation Operations/Sales Leadership and Area HVAC Installation Managers, Project Managers, Lead System Specialist, and Customer Operations Associates in taking necessary actions required to expedite consistent delivery of installations. Assures customer expectations are being met as well as internal financial commitments. 

2. Provides operations and financial support for the Area Ops Management Team and ensures completion of all phases of the installation process. Identifies issues and recommends solutions to the appropriate Ops Management level. 

3. Provides sales support for the Area sales team for financial reporting, forecasting, trend analysis. Provides recommendations on process changes, etc. as appropriate. 

4. Participates in monthly 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 Area Ops Management Team, Area HVAC Installation Managers, Project Managers, and Lead System Specialists as appropriate. 

5. Owns, maintains and ensures the integrity of the Area’s project data for purposes of forecasting and providing financial data. Analyzes and resolves discrepancies within the database. Proactively investigates issues and follows through to produce results involving pre-entered costs, slippage, manpower leveling, revenue forecasts, etc. Proficient at furnishing custom reports through analysis of the project data, EDW or IBS Financial Reporting System. 

6. Works in concert with the Area Operations Leadership in achieving expected financial results. Focuses on providing customer satisfaction by taking action and getting results while balancing project financial goals. 

7. Produces business trend analysis along with recommendations on financial and business improvements regarding billings, cost overruns, cash flow, etc. Provides support for the Area Ops Management Team with financial and business-related issues, enhancing management’s ability to devote additional time to Field and job related issues. 

8. Tracks, reports and analyzes subcontractor backlog levels for Ops in order to optimize subcontractors’ workload. Manages subcontractor certification process including training and safety requirements. Maintain subcontractor bond and insurance information for project business and provide bid management support of subcontracts. 

9. Assesses the skill level of Project owners and Customer Operations Associates in the use of the Installation Information Systems (scheduling, re-estimating and billing) and all other WEB based application, i.e. Subcontract Management System. Based on the needs determined in the assessment, develops and facilitates the appropriate training. 

10. 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 financial impact to desired business goals and outcomes. 

11. Optimizes installation processes and systems (IIS, AIM tools, critical account information, etc.) to maximize Area profitability. 

12. Acts as liaison to the Milwaukee Business Center for the Area Ops Organization. 

13. Performs other responsibilities in support of the Area Ops/Sales Management Team. 

14. A resource to Area leadership to enhance alignment with corporate diversity goals. Provides vendor certification information and vendor JCI registration status to project owners, development teams and management. Engages with teams to assist Area in reaching minority / diversity goals and initiatives. 












What we look for



Required


Five or more years of progressive experience 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).



Preferred 

Bachelors of Associates Degree in Construction Management, Business Administration, Finance.  Three or more years of experience as a Branch Customer Operations Associate. 






Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou







 

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