Location(s): Uusimaa, Finland ⋅ Helsinki, Uusimaa, Finland
Experience Level(s): Senior
Field(s): Customer Success & Support ⋅ Operations & Logistics
Job Scope & Purpose
Maximize revenue and profitability by focusing and driving operational excellence and execution within the service organization.
Drive scope of growth of existing customer base
Drive and sustain high levels of customer satisfaction and workforce morale to support sustainable growth
Manage the Client Service Managers / Service Team Leaders
Under general direction, lead, develop and coach the service teams to deliver the business plan (revenue, executed margin & working capital)
Drive the implementation & harmonization of service processes and procedures
Responsible for employee development and retention
Serve as an active member in the leadership team
Key accountabilities
Manage the overall growth & profitability through effective management of assigned delivery teams (people, financial and material) within Service.
Participate in developing strategical operating plans that aligns with the JCI HVAC-R goals and vision. This includes participating on strategic account plans, annual financial and operating plans, revenue and margin forecasts.
Deliver to planned revenue and gross margin commitments. Continuously works to improve margins and optimize asset management including cost control, collections, and payables.
Monitor customer satisfaction, take the lead in solving complex operational or execution issues, be involved in contract negotiations, and provide any other required support.
Drive development and implementation of operational disciplines such at usage of tools, processes and procedures.
Harmonization of tools, processes and procedures for our entire organization, this includes cross country borders.
Leads efforts to identify, secure and retain service customers by actively networking with community business, governmental and professional leadership; establishing relationships that enhance the local reputation of Johnson Controls and the branch, ensuring referrals and proposal requests.
Analyze and audit the effectiveness of service operations and makes changes to improve performance. Ensures that contractual obligations are completed, and customer satisfaction is achieved.
Analyzes operations processes and provide recommendations for improvements. Analyzes service operations to identify potential customers/markets. Implements required changes on pricing and gross margins.
Responsible for estimate completion and reviews and manage follow up of pull through orders. Tasked with goals for gross margin delivery and profitability.
Recruit, hire and retain front line delivery teams to maintain proper staffing levels.
Prepare and deliver clear performance expectations, performance reviews, coaching and development plans for all front-line delivery team members. Ensures a consistent level of technical support and coaching, which includes monthly ‘one-on-one(s)’, operational and financial reviews.
In addition to the above-mentioned tasks, other activities and responsibilities may be individually defined.
Position Requirements
Technically oriented education.
4 to 6 years of relevant technical hands-on industry related experience
Good customer focus
Good interpersonal communication skills, including ability to influence
Front end selling experience is an asset
Skilled in technical problem solving and developing quotations
Excellent coordination skills
People Management experience in a project-driven or service environment