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Area Customer Experience Manager
Johnson Controls
Manages customer service portfolio, acts as main client communication conduit, leads professional development, and manages team objectives and productivity. Responsible for development and performance engineering for the project portfolio within the Area.
16d ago
$112,100 - $168,400
Expert & Leadership (13+ years)
Full Time
Calumet City, IL
Onsite
Company Size
94,000 Employees
Service Specialisms
Climate Control
HVAC
Facility Management
Fire Alarm and Suppression
Security Equipment
Building Systems
Engineering
Consulting
Sector Specialisms
Buildings
Commercial
Residential
Industrial
Energy
Infrastructure
Security
Safety
Role
What you would be doing
best practices
standard tools
technical expertise
resource planning
proposal development
safety compliance
- Remains current on engineering standards and practices. Provides team with industry knowledge and leverages field applications and best practices. Directs the Team in developing and maintaining competitively advantaged “Best Practices,” analyses, current competitive information and profiles, and effective presentations and proposals.
- Implements JCI’s standardized tools and processes. Establishes tracks and reports various performance metrics.
- Directs the efforts of the Site Based Team to provide specific functional and technical expertise, including presentation assistance, estimating, technical and financial analysis, etc.
- Ensures that the site based teams are properly supported with customer performance resources. Works with the CBD’s to review manpower levels, providing manpower forecasts and plans for support of the Area Teams
- Serves as an active member of the Sustainable Infrastructure leadership team by providing Stie performance information in an accurate and timely fashion and working with and supporting other business leaders to establish standards, resource sharing and incorporating “Best Practices,” reporting performance metrics, establishing and actualizing learning programs.
- Operations. Leads in proposals and other customer communication documents. Utilizes specialized functional expertise as a project development team member. Has a high degree of technical competence in multiple functional areas, capable of assessing design risk and being accountable for all elements of large projects.
- Develops and drives mitigation strategies for any potential KPI shortfall situations and leads the remediation effort. Represents JCI to the customer in shortfall situations.
- Works collaboratively with the Customer Business Directors to determine capacity and capability needs with personnel from the Customer Experience Team.
- Promotes adherence to JCI safety policies.
- Assists the Area General Manager and Customer Business Directors in the preparation of the annual financial operating plan for the business, ensures Area Fiscal Year plans are met and monthly financial reporting of the Area.
- When self-performing, leads or supports detailed development of projects. Validates assumptions made during solution design. Builds a detailed cost estimate and scope of work for assigned projects in conjunction with
- Ensures compliance to Operational policies that ensure proper measurements are managed and executed.
- Leads process improvement initiatives for the broader Sustainable Infrastructure Business.
What you bring
leadership
15+ years
bachelor's degree
report writing
process development
professional engineer
- Proven leadership skills and experience in managing a technical team requiring multi-project management skills.
- Requires 15 or more years of engineering building-related systems or services.
- Travel approximately 30%, primarily within assigned area.
- Bachelor's degree in engineering, or a related technical field. MBA, or other appropriate graduate degree preferrable.
- Strong process orientation and development skills with the ability to motivate subordinates. Strong planning and organization skills.
- Proven leadership skills and experience in managing a technical team requiring multi-project management skills. Experience in recruiting and developing people.
- Formal report writing experience, and excellent oral and written communication skills are necessary.
- Possesses solid working knowledge of common computer applications (e.g., MS Word, MS Excel, MS PowerPoint, MS Project, etc.).
- Registered Professional Engineer is not necessary but is advantageous.
- Previous exposure to facility operations and cost accounting. Excellent business analysis capabilities are required.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- as a part of the recruitment process, johnson controls may conduct background checks on the final candidate(s) before making a final job offer.
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Company
Overview
1885
Year Founded
Pioneered the electric thermostat and launched the building controls industry.
2016
Year of Merger
Merged with Tyco International, expanding into fire protection and security.
$26.8B
Annual Revenue
Generates revenue across four global business segments.
Record Backlog
Project Demand
Maintains a strong backlog of digital and infrastructure projects.
- Pioneered the electric thermostat, launching the building controls industry.
- Evolved into a global leader in smart building systems through over a century of innovation.
- Typical projects range from HVAC installations to integrated smart systems in hospitals, airports, stadiums, and data centers using their OpenBlue digital platform.
- Expertise covers HVAC, fire detection and suppression, security systems, energy management, and facility services.
- Earned LEED Platinum certification for its North American headquarters and supplied smart systems to landmarks like Burj Khalifa and Taipei 101.
- N/A – Johnson Controls does not publish an official list of culture or values under standardized headings on its public website or LinkedIn.
43.8% reduction
Emissions reduction
Reduced Scope 1 & 2 emissions by 43.8% since 2017 toward a 55% target by 2030.
56% reduction
GHG intensity
Achieved a 56% reduction in GHG intensity since 2017.
56% renewables
Global electricity
56% of global electricity was matched by renewables in 2024.
25% sites landfill-free
Manufacturing sites
23 manufacturing sites (25%) achieved zero-landfill in 2024.
Double women leaders by 2026
Global Leadership Diversity Target
Aim to double women leaders globally and minority leaders in the U.S. within five years, initiative launched in 2021.
>100k global workforce
Community Volunteering Impact
Engaged global workforce of over 100,000 across 150+ countries, contributing over 61,000 volunteer hours in 2023.
- Includes diversity targets in senior leaders’ performance metrics tied to compensation.
- Partnerships with HBCUs to develop next-gen sustainable building leaders through scholarships and education initiatives.
- Increased spend with women- and minority-owned businesses as part of supplier sustainability and inclusion goals.
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