Senior Manager, Global Customer Excellence & Quality (Data Center)

About us:

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps 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.

What you will do:
As Senior Manager, Global Customer Excellence & Quality (Data Center), you will be assigned directly to one or more major customers/ dealers to ensure their requirements are fully understood and translated to JCI’s design and operations processes.  This role will drive communication and action working directly with customer focal points for quality, account executives, PBU Quality leaders and other functional experts and leaders such as R&D, Manufacturing, Procurement, Sales and Service.  This role includes establishing critical customer quality metrics for assigned key accounts while coordinating with the Customer Excellence & Quality Leader, orchestrating escalation resolution, and advocating for customers to ensure JCI is the best supplier. This person will be responsible to the assigned customers/account teams to drive improvement in key customer metrics by identifying issues/opportunities, initiating resolution/improvement plans and driving/tracking actions by engaging appropriate functional management and business units to ensure full support.  The scope of this role can be global/regional and will likely involve multiple PBUs.

How you will do it:

• Work with the Customer Excellence & Global Quality Senior Director and other Customer Excellence & Quality Managers to build and manage the processes to drive improved customer experience.  This includes the adherence to global processes, tools and communications mechanisms to ensure timely and accurate visibility of opportunities and issues driving to quick action and results.

• Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact these improvements

• Oversee the communication to the customer and resolve escalations when non-conformances are found at the customer in a timely and cost-efficient manner

• Develop and implement customer quality scorecard / KPIs to drive performance baselining and improvement on an ongoing basis

• Actively engage with your leadership and the broader organization to support a customer-focused culture

• Account executive relationship management – Responsible for weekly updates to key partners across the business.  Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards a world-class Quality organization

• Manage key partner relationships to ensure alignment across the enterprise via appropriate planning, execution, visibility, tracking, and governance

• Responsible for sharing Customer Quality and PMO best practices. Drive the use of best practices and apply lessons learned

• Engage globally with the ability to understand and work effectively in a culturally diverse organization

What we look for:

• Early career to experienced professionals with at least 8 years of experience in customer quality, operations, supplier management, business optimization and/ or project management

• Experience overseeing a large quality organization including recruiting employees, assigning and directing work, evaluating performance, overseeing the development and maintenance of staff, building trust and rapport and motivating the team.

• Excellent people skills with ability to develop and maintain professional relationships across a matrix, multi-cultural organization to collaborate for results

• Ability to influence across a matrix organization through partnering and collaboration fostering strong relationships

• Regular executive interactions at Director/VP level.  Must be able to build relationships at all levels.

• Candidate must be innovative, creative, broad-thinker, well-organized in managing numerous competing priorities, and can deal with adverse situations

• Candidate must exhibit a high level of self-motivation, sense of urgency, and assertiveness with the ability to make important decisions with minimal supervision.

• Bachelor’s degree in engineering, supply chain, business or related discipline, MBA is desirable

• Lean Manufacturing and/or Six Sigma training is desirable

• Strong oral & written in English

• Strong capability with standard MS Office tools

• Ability to travel

What we offer:

• Competitive salary

• Paid vacation/holidays/sick time

• Comprehensive benefits package

• On the job/cross training opportunities

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

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