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HVAC O&M Customer Business Manager
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Tempe-United States of America
- Understand project scope, contract requirements, and customer expectations.
- Develop, maintain, and execute project schedules and milestones.
- Monitor project progress, budgets, and financial performance.
- Identify project risks and implement recovery plans when necessary.
- Review and interpret project contracts, including Terms and Conditions.
- Ensure compliance with project documentation requirements and company standards.
- Lead punch-list completion and project closeout activities.
- Provide regular project status, financial updates, and risk assessments to Coordinate customer requests for equipment startup, commissioning, warranty support, vibration analysis, and field service.
- Coordinate startup and commissioning activities to meet project milestones.
- Coordinate daily with branch offices to assess manpower requirements and allocate field resources.
- Assist branch offices to complete Method of Procedure (MOP) for onsite activities.
- Monitor and resolve startup and commissioning issues, ensuring timely completion.
- Verify startup reports, inspection reports, and commissioning documentation are completed and uploaded into commissioning platforms (CxAlloy, BIM360, Procore, etc.).
- Participate in daily commissioning meetings with owners, contractors, and project stakeholders.
- Support successful project completion through collaboration with Engineering, Manufacturing, Quality, and Service teams.
- Administer warranty programs and monitor warranty issues through final resolution.
- Ensure all required warranty documentation is complete and accurate.
- Coordinate warranty parts procurement and return material processes.
- Manage supplier warranty recoveries, including credits, debit memos, and reimbursement claims.
- Track warranty costs and recommend corrective actions when costs exceed budget.
- Present warranty performance, financial data, and operational metrics during quality and warranty meetings.
- Schedule field service technicians and coordinate daily service activities.
- Monitor service requests (SRs), work-in-progress (WIP), direct invoicing, and customer billing within NxGen.
- Coordinate procurement and logistics for parts, suppliers, OEMs, and vendors.
- Coordinate customer training requirements.
- Ensure completion of daily service documentation and site reporting requirements.
- Monitor project costs associated with PCAT, commissioning, startup, warranty, and additional service work.
- Serve as the primary point of contact for customers throughout startup, warranty, and service activities.
- Build and maintain strong relationships with customers, subcontractors, suppliers, and internal stakeholders.
- Resolve customer concerns related to equipment performance and product issues.
- Coordinate internal resources required to meet project objectives.
- Effectively communicate project status, risks, and customer concerns across all levels of the organization.
- Champion the company's safety culture for employees and subcontractors.
- Participate in daily site safety meetings.
- Ensure all personnel receive required site-specific safety training and have appropriate PPE.
- Verify required permits (hot work, confined space, roof access, ladders, etc.) are obtained before work begins.
- Ensure all field activities comply with OSHA requirements, company safety policies, and customer safety procedures.
- Conduct business with the highest ethical standards.
- Bachelor's degree in Construction Management, Mechanical Engineering, Civil Engineering, Electrical Engineering, Architecture, or equivalent work experience.
- Minimum five (5) years of experience in project management, field service coordination, warranty administration, HVAC service operations, or related roles.
- Proven experience managing HVAC and refrigeration startup, commissioning, installation, maintenance, or replacement projects.
- Strong understanding of construction management principles and project delivery processes.
- Demonstrated experience managing multiple projects simultaneously.
- Strong organizational, analytical, leadership, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to effectively communicate technical information to both technical and non-technical audiences.
- Experience with SAP, NxGen, or similar ERP systems.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint), Microsoft Teams, Adobe/Nitro PDF, and Windows-based applications.
- OSHA 30 Certification.
- Ability to travel as required.
- Experience supporting large-scale mission-critical or data center projects.
- Knowledge of commissioning management software such as CxAlloy, BIM360 or similar system.
- Experience managing project financials, warranty recoveries, supplier claims, and customer billing.
- Familiarity with mechanical equipment startup, centrifugal chillers, controls, and commissioning processes.
- Project Management
- Customer Focus
- Financial Acumen
- Leadership
- Communication
- Planning & Organization
- Risk Management
- Safety Leadership
- Team Collaboration
- Continuous Improvement
***Must have construction PM experience.***
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.
The HVAC Service Project Manager is responsible for managing all aspects of mechanical equipment startup, commissioning, warranty, and field service activities to ensure projects are completed safely, on schedule, within budget, and to the highest quality standards.
The PM serves as the primary liaison between customers, field service personnel, subcontractors, suppliers, and internal departments. This role coordinates startup and commissioning activities, administers warranty activities, manages service activities, oversees project financial performance, and ensures timely project closeout while delivering an exceptional customer experience.
Key Responsibilities
Qualifications
Preferred Qualifications
Core Competencies
