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Senior Program Manager - Remot...


Job Summary

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

Senior Program Manager - Remote Services

About the Job

What you will do

Under minimal supervision, this position is responsible for managing innovative service programs leveraging that Internet of Things (IoT) and remote service that will result in increased customer satisfaction, customer loyalty, JCI market share and profitability. This includes the creation and execution of project implementation plans for remote service on HVAC equipment, building automation, energy monitoring and indexing tools.   Interfaces with other headquarter functions and departments to ensure budgets are established, managed and tracked to ensure return on the investment targets are met. Serves as the remote services program champion for the field to ensure smooth product deployments and increase in tool adoption. 

How you will do it

1. Participates in the voice of customer sessions and to ensure remote services roadmap includes offerings that bring the greatest value to external customers, internal customers and JCI shareholders. 

2. Establishes processes, provides support and guidance for centralized service support team members. 

3. Coordinates with remote operations center and off shore service bureau to ensure customer service levels are met and services are optimized and automated to ensure lowest possible cost of delivery. 

4. Develops and is accountable for the accuracy of budgets, costs, and variance reporting.

5. Responsible for working with other departments to make changes to service delivery estimating and delivery tools, warranty pricing, factory equipment pricing tools, software as a service subscriptions (SaaS)  to launch a series of new connected equipment and systems.  

6. Assists in the creation of deployment plans, training packages, change management plans, communication plans that are part of product launches.

7. Responsible and acts as owner for remote services operations SharePoint site, field conference calls and deployment plans. 

8. Provides pre and post-sale support to sales and operations with proposals, estimates and presentations.

9. Provides mentoring and coaching to branch captains and service managers.

10. Leads periodic reviews to update leadership and other stakeholders on the progress of the programs.

11. Performs other job-related duties as requested.

What we look for

1. Bachelor’s degree in Engineering, IT, Business Administration or related field preferred.

2. Seven to ten years’ experience in service operations leadership, project management, program management, sales leadership with  an emphasis on promoting and delivering innovative programs.

3. Must have a demonstrated customer service orientation with excellent written and oral communication skills. 

4. Must demonstrate a thorough knowledge of HVAC equipment, building automation systems and energy management tools and monitoring systems. 

5. Proven ability to manage multi-million dollar programs and budgets annually.

6. Must demonstrate the ability to plan and execute projects and a high degree of effectiveness in team leadership.

7. Must be proficient with windows computer software (Excel, Word, PowerPoint, MS Project, )

8. Frequent travel (60%+) required 

9. Ability to work effectively in a teaming and matrixes environment with multiple and changing tasks and priorities. 

10. Must have excellent project management skills as demonstrat

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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