Job Details
A. PRIMARY Purpose
- Provides leadership for the overall Services operations in assigned HVAC, Controls, Security.and develop a high performing Service operations team. Clean Room experience is a plus
- Full ownership and accountability of financial (revenue, executed margin) and fulfillment of key operational and fulfillment performance metrics including safety, quality, NPS, productivity and OTD.
- In collaboration with the Sales & Commercial, Country, Global Product, Factory and Procurement, own and drive the operational excellence with capabilities building to achieve business goals and targets.
- Provide deep focus & ownership on overall Services business and being a focal point for customer’s escalation and management expectation
B. primary DUTIES:
- Lead the overall Services business and being accountable for both financial and operational results in assigned cluster (HVAC/Controls/Security).
Team building
- Develop a capable service team to achieve JCI service standard and customers’ expectation.
- Drive competency and training development for the frontline team in the cluster.
Service Optimization
- Champion the collaboration with various stakeholders to support overall PSA and other Service strategies and needs by changing or improving current Service models, structures, processes, tools, technologies to optimize performance
- Own and drive digital service transformation in delivering the services to customers
- Provide direction and guidance on the implementation of high-impact transition and transformation projects. Act as the change champion
- Drive consistency of end-to-end service operations across the cluster, and in full alignment with standards, framework, processes and policies set by the JCI Services team.
- Recognize and identify potential areas where existing procedures require change, or where new ones need to be developed, especially regarding business process and organization alignment
Safety performance and program compliance
- Ensure Readiness to Serve & Emergent response readiness for the cluster
- Implement Operation Safety Policy Instructions, conduct field work in compliance with applicable regulations, and encourage good employee safety practices
- Collaborate with functional leadership teams to ensure alignment of objectives
Metrics
Financial KPIs:
- Revenue
- Executed Margin
- EBIT
and Fulfillment 6 KPIs:
- The Way We Work (EHS, Quality, Integrity)
- On Time Delivery (OTD)
- Cost
- Productivity (Availability, Utilization, Efficiency)
- NPS (Net Promotor Score)
- People Development
C. Education, Technical Skills, knowledge and experience
- University degree in Engineering/ Mechanical/ Electrical or other technical degree is a must. Another advanced degree is a plus.
- Strong knowledge of Service Operations Management with more than 15 years of relevant experience in the field
- Solid experience in operations and fulfillment in services business managing large frontline team
- Proven track record in delivering the strong results with strong accountability and say/do ratio
- Demonstrate business acumen with strong skills in customer relationship building and management
- Business acumen to comprehend financial numbers and make significant contributions to development of business plans
- Strong people management, team building, performance management, strategic and operations planning, process management, negotiation, and relationship management skills
- Demonstrated ability to work effectively within and across direct management lines (in a matrix environment)
- Fluent in English is a must
D. ENTERPRISE LEADERSHIP COMPETENCIES (most critical in bold)
- Build a Performance Culture
- Building Effective Leaders
- Empowering the Organization
- Coaching and Developing Talent
- Energizing the Organization
- Customer Focus
- Inspiring Bottom Up Innovation
- Drive Operational Improvements
- Digital Leadership
- Driving Execution and Results
- Driving Buy-In
- Leading Change
- Create Growth Platforms
- Entrepreneurship
- Financial Savvy
- Business Savvy
- Operational Decision Making
- Global Savvy
- Establishing Strategic Clarity
- Cultivating Networks and Partnerships
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