Johnson Controls

Senior Manager, Global Customer Excellence and Quality

Johnson Controls

full-time

Posted on:

Location Type: Office

Location: Milwaukee • Texas, Wisconsin • 🇺🇸 United States

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Salary

💰 $117,000 - $165,000 per year

Job Level

Senior

About the role

  • Assigned directly to major Account Programs to ensure requirements are understood and fulfilled and translated to JCI’s design and operations processes
  • Drive communication and action with customer focal points for quality performance and experience management
  • Coordinate JCI resources to deliver a positive End-to-End customer experience and act as customer advocate
  • Establish voice of customer and quality metrics for assigned key accounts and achieve trusted advisor status
  • Orchestrate escalation resolution and advocate for customers to ensure JCI is the best supplier
  • Provide periodic internal and customer program reviews and drive improvement in key customer metrics
  • Identify issues/opportunities, initiate resolution/improvement plans and drive/track actions with functional management and business units
  • Ensure contractual and corporate compliance for work performed
  • Build and manage processes, adherence to global processes, tools and communications mechanisms to ensure visibility and timely action
  • Track and share key customer insights and feedback to inform product design and process improvements
  • Collaborate across the organization to create feedback cycles and enact improvements
  • Oversee communication to the customer and resolve non-conformances in a timely and cost-efficient manner
  • Provide inputs to global cross-functional organization on customer quality scorecard/KPIs and drive performance baselining and improvement
  • Manage key partner and account executive relationships to ensure enterprise alignment and governance
  • Share Customer Quality and PMO best practices and drive lessons learned globally

Requirements

  • Master’s degree in Engineering or equivalent and additional experiences in supply chain, business or related discipline
  • Professional experiences with at least 10 years in customer quality, operations, supplier management, business optimization and project management
  • Strong System engineering knowledge
  • Strong Project management skills
  • Strong communications skills, with reporting KPI tracking expertise
  • Strong problem-solving skills
  • 6 Sigma Black Belt
  • Solid understanding of product portfolio and systems
  • Experience overseeing a large quality organization in a cross functional working environment
  • Excellent people skills and ability to build relationships across a matrix, multi-cultural organization
  • Strong verbal & written English language skills
  • Strong capability with standard MS in MS Suite/Office
  • Ability to travel
Benefits
  • Competitive Bonus plan
  • Competitive benefits package (details on company careers site)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
system engineeringproject managementcustomer qualityoperations managementsupplier managementbusiness optimizationKPI trackingproblem-solvingproduct portfolio managementquality metrics
Soft skills
communicationrelationship buildingadvocacycollaborationcustomer experience managementescalation resolutionprocess improvementcross-functional teamworkcultural awarenessleadership
Certifications
Master’s degree in Engineering6 Sigma Black Belt