Job Description

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

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Singapore
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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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About us:

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.

How you will do it:

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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