Job Description

Title: Director, Service Operational Excellence, Asia Pacific

Report to VP, Services, APAC

Base location: Singapore

Req Number: WD30188003

What you will do

Drive APAC Service Sales growth strategies to maximize margins while increasing Johnson Controls\xe2\x80\x99 market penetration at accelerated growth across all lines of businesses (HVAC, Fire, Security and Controls). Provide Sales leadership and drive commercial innovation within the Services business to develop a high-performing Sales team that is well-connected with the broader Commercial organization. Drive Commercial Excellence by leveraging data-driven insights to optimize Sales capacity, productivity and focus within APAC region.

Lead the continued development, implementation & execution of Svc Operational Excellence for APAC covering both recurring and non-recurring services across L&M, Parts and PSA/O&M. The role requires working with local services Leaders within the region and in partnership with broader APAC and Global teams to meet targeted Revenue & Gross Margin plans and ensure the efficient execution of related PSA and O&M contracts and to attain or exceed the targeted executed Gross Margin %.

Support APAC Services Leaders to drive flawless operation of APAC flow parts, service, and customer outages business alone with outage end-to-end process. The targets are enabling the countries to deliver customer value via key OTR metrics (EHS, Quality, on-time delivery, outage planning etc.), harmonizing and integrating tools & processes, rigorous operating rhythm, and ensuring the return of experience to the commercial teams.

Drive service delivery quality & customer satisfaction of our integrated service operations across APAC region working with sub-region and local leaders observing closely \xe2\x80\x9cFulfillment Five\xe2\x80\x9d (Productivity Quality EHS Cycle Cost) as benchmarks including alignment of FLSP customer service mindset, technical & warranty support, process operational efficiency and capabilities.

• Svc field labor capacity, demand and supply optimization
• Mobilization, deployment & planning (schedule & dispatch)
• Labor utilization, optimization and productivity
• Competency model, training and development

Provides Field Service support, standardization leveraging best practices to optimize customer experience along with efficiency and effectiveness also incorporating process change and transformation through remote of connected service infrastructure & branch advisory support / services. Take a leadership role in shaping the road map of Central Operations in the region, ensuring that strategies align with local market needs & determining which areas require standardization at the global/regional level and which require customization at the local level working with both the Global and Local teams. Develop, improve & manage, routine progress reports and dashboards to monitor field service operational KPIs, as well as identify transaction defects that fail to follow standard procedures, leading to incomplete or inaccurate performance tracking. Keep regular pulse check, understand & analyze the market trends, opportunities, legislations, customer needs, and competition to determine and implement innovative growth strategies to increase market penetration, customer satisfaction and maximize margin.

How you will do it

• Lead Service Operations Excellence for the region to achieve Operational Excellence, enhanced Business Productivity and Customer Experience and satisfaction (through standardization/simplification of tools, reports, processes, and operating procedures).
• Drive enhancement of Service delivery quality through the implementation of \xe2\x80\x98Fulfillment Five\xe2\x80\x99 as the standard, with further reinforcement of quality delivery through CRM-driven programs.
• Establish, maintain, and optimize Service Operations review cadence & drive operational review meetings to track and performance manage key KPIs around Service plan delivery (and associated risks), Executed margins (and pricing), Productivity, Quality, Safety and Customer Experience & Satisfaction. Develop, and enhance visibility into key metrics and KPI enabled at the local and regional level ensuring leaders have awareness on improvement opportunities and problems to be addressed.
• Understand trends & drivers, and effectively communicate risks, opportunities, changes, and key gap closure activities.
• Works closely with Regional Service and/or Portfolio Growth Leaders and provide support in the implementation of Service Growth strategies and delivery of Service Financial plan.
• Personally establishes and fosters long-term relationships with key customers/stakeholders in the region.
• Drive and support a culture of cross-selling amongst Service sub-LOBs. Includes setting-up tools and processes for finding opportunities and tracking of cross-selling business.
• Drives and supports a culture of safety throughout the organization. Includes participation in safety trainings, safety audits and stressing the importance of safety to all employees.
• Maintain constant field intelligence and to keep the management informed of relevant information on market trends, competitors\xe2\x80\x99 activities, product, prices, business performance and promotional programs.
• Formulate Annual Business Plan as per HQ/Corporate planning requirements.
• Develop and implement continuous improvement of service operations initiatives in tandem with digital/technological advancement to support the overall service strategic objectives in both short and long terms.
• Perform any other key initiatives as required

What we look for

• Degree in Engineering/Business or equivalent relevant experience.
• Strong knowledge of Service Operations Management with more than 15 years of relevant experience in the field.
• Able to work effectively in a matrix organization structure. Strong leadership and influencing skills.
• Experience in managing front-line delivery teams in Project or Service environment.
• Good to solid experience in managing operational risks and optimizing executed gross margin.
• Analytical and process-oriented \xe2\x80\x93 experience in working with data and tools/platforms such as PowerBI advantageous.
• Drives accountability and results.
• Solid experience with developing teams and driving accountability.
• Technically proficient in all products and services at a sufficient level to meet the requirements of a regional role.
• Excellent communication and interpersonal skills, both internally and dealing with external stakeholders.
• Success working in cross functional teams.
• Experience in effective relationship/conflict management.
• Demonstrated Customer Service mindset.
• Knowledge of Microsoft Excel, Word and Power point
• May need to travel overseas as and when required

#LI-GF1

Johnson Controls