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Job Decription • Prime customer interface on site and senior JC representative.
• Promote excellence in customer satisfaction and strong customer relationships by focusing on responsiveness and communications as well as on meeting and/or exceeding customer’s expectations
• Manage team performance and morale.
• Account profitability, growth and strategy.
Develop Best in Class Reference Product.
Promote and develop sales opportunities for Johnson products. (e.g. BAS & Controlled Access)
• Understanding the contract terms and conditions and customer expectations at a detailed level and taking ownership for outcomes.
• Reviewing and proactively establishing required procedures and training personnel to consistently meet and exceed the financial and performance expectations of the client and Johnson Controls in a safe and cost-effective manner.
• Providing the technical and management direction for all facility management services and tapping into our resources to reduce costs and increase satisfaction.
• Working closely with the client to ensure satisfaction.
• Ensuring that work performed is covered by the contract and properly reimbursed from the client.
• Preparing proposals and negotiating profitable compensation for requested work outside the original contract.
• Establishing process performance metrics; tracking, analyzing, and reporting performance in terms of quality, safety, cost, and customer satisfaction. Taking corrective actions to bring about required technical and interpersonal skills and morale to meet and exceed the expectations of the client and Johnson Controls.
• Providing timely and effective communications with all employee levels within the project, the client’s organization, and Johnson Controls. Building strong win-win relationships.
• Serving as a role model, mentor, and valued resources for the client and Johnson Controls.
• Sharing process improvements with peers.
• Performing other assignments as required.
• Establishes an account business plan to capture the strategic initiatives and targets for the account.
• Understands the contract terms and conditions, service levels as well as customer expectations at a detailed level and takes ownership for outcomes.
• Directs management resources to ensure that service levels are met and/or exceed in a timely and cost effective manner through out the life of the contract.
• Secures additional work through scope and/or scale expansion according to the account business plan.
• Establishes the account management organization structure and approves the site level organizations.
• Directs and leads management resources as well as leverages on available JCI resources and knowledge to sustain customer satisfaction and continuously improve the account\'s performance. • Reviews and recommends staff and employee training programs, workshops, seminars and classes to facilitate development and improvement of competencies and proficiencies.
• Provides operational leadership in problem solving and decision making to ensure that account issues and challenges are resolve proactively.
• Works closely with the customer, peers and subordinates to foster a strong working relationship and builds strong win-win relationships.
• Manages priorities and time to ensure timely completion of all assignments, tasks, activities and processes to provide quality outputs, deliverables and reports.
• Establishes a standard monthly performance scorecard to provide performance reports on quality, safety, financial management, service delivery and customer satisfaction.
• Directs the use of the scorecard to take corrective and proactive actions to bring about required change.
• Periodically conducts business reviews with the customer to ensure alignment between expectations and delivery.
• Establishes the account safety program and ensures that all safety program goals and objectives are met/exceeded.
• Complies with all JCI policies.
• Administers JCI policies, business processes and standards at the account to ensure compliance account wide.
• Communicates regularly with the customer to ensure that account management resources are responding effectively and efficiently to the customer’s changing needs.
• Communicates regularly with management to share critical information, provide performance updates and seek consensus or direction.
• Teams and shares knowledge with peers to contribute to the success of the PIRO and FMS.
• Conduct performance reviews and goal-setting with each employee under his/her direction.
Performs other duties as assigned. People Management Responsibilities • Manage, motivate and develop reporting staff.
• Succession planning.
• Administer local recognition program.
• Staff Transfer
• Staff’s discipline.
• Establish and manage highly motivated team.
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