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Remote Operations Shift Lead -...


Job Summary

Johnson Controls
Milwaukee, WI
Other/Not Classified
Job Type
Full Time
Career Level
Experienced (Non-Manager)
Job Reference Code

Remote Operations Shift Lead - 1st Shift

About the Job

What you will do
Under general direction, leads the daily activities of assigned shift of a 24x7 technical environment providing intelligent remote monitoring and diagnostic services to prevent and/or mitigate potential failures. Maintains operational controls and checks and balances to ensure compliance with regulatory, internal and customer policies and procedures. Implements training programs as needed to ensure team members are compliant with regulatory requirements, knowledgeable with the technologies utilized, individual contracts and client agreements as well as key performance indicators (service level agreements).

How you will do it

  • Works with supervisor to determine appropriate staffing levels and staffs to those levels, while maintaining a technically competent work force.

  • Works with team leadership to ensure proper and complete shift coverage through scheduling while minimizing overtime expenditures.  

  • Ensures that appropriate skills and coverage are represented for assigned shift.

  • Develops team to effectively carry out job duties. 

  • Manages team performance through regular 1 on 1 meetings, team staff meetings and quality goal development reviews.

  • Works with supervisor to coordinate workflow between call center operator staff, operations start-up team and field coordination incident management.

  • Utilizes remote technology, troubleshoots and commissions mechanical systems (eg chillers, air handling and boilers) and fire and security systems.

  • Tests fire and burglar alarm sequencing utilizing specialized software and remote monitoring equipment. 

  • Performs complex remote system interrogations to ensure proper equipment functioning. 

  • Performs coding adjustments as needed. Escalates issues to supervisor per department protocols.

  • Creates, reviews and revises schedules for security, lighting or mechanical equipment per account specifications. 

  • Interprets sequence of operations.

  • Documents events thoroughly utilizing appropriate software and system tools. Maintains customer site logs.

  • Performs changes to systems in accordance with customer requests.

  • Opens and closes service tickets as required to appropriately bill the customer. 

  • Ensures documentation is complete and understandable.

  • Provides input to startup team through department supervisor to establish continuous improvement protocols and quality enhancement programs to increase operational performance to reduce response time and increase operator effectiveness. 

  • Ensures compliance and documentation with industry standards and certifications are maintained and/or exceeded.

  • Investigates customer complaints about products/services delivered; corresponds with customer or other organizational personnel to obtain facts and review pertinent information regarding customer complaint; notifies customer and designated personnel of findings, adjustments and recommendations. 

  • Provides input on root cause analysis and implements solution(s) for controllable events. 

  • Controls team operations to ensure that work is performed in accordance with approved time windows, adherence to scripts and engineering documents, and other established customer policies and procedures. 

  • Delivers informative tours and presentations in a manner that is both engaging and informative when required.

  • Works with the Supervisor – Remote Operations in the coordination of the team to ensure that up-to-date flowcharts of department’s workflow and standardized procedures for conducting business are maintained in accordance with organizational requirements.

  • Ensures open issues are properly communicated at shift transfer.

  • Complies with all company policies and procedures and adheres to company standards of business ethics and conduct.

  • Performs other duties as assigned.

What we look for

  • Vocational School four year program or an Associate degree in electronics, mechanical systems, computer technology, air conditioning or similar field plus three years of industry experience or five years experience in servicing electronic and/or mechanical systems in the HVAC industry. 

  • Ability to present complex technical issues to non-technical audience. 

  • Proven ability to instruct/guide peers on correct processes and procedures. 

  • Strong computer and organizational skills required. 

  • Proven leadership and analytical skills. 

  • Demonstrates proficient oral and written communication skills. 

  • Demonstrates customer service orientation. 

  • Must have the ability to interact effectively with employees and customers in difficult situations. 

  • Ability to travel 10% of the time.

  • Johnson Controls product or similar system knowledge highly desired.
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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