Regional EOC Solution Lead

What You Will Do
You will help build the future of our diagnostics platform that supports our service organization that keeps Johnson controls on the leading edge of cost-effective, technically advanced service delivery business.
Drive customer satisfaction, develop and manage internal customer relationships through a deep understanding of the JCI Services model and the specific support needs of the customer.
You become part of the Controls Domain Service provider team to provide advanced, innovative, cost-effective, and mission-supportive control services. You will work with a team of other Solution Engineers and analysts with various skill sets including controls diagnostics and analytics. The future will be focused on artificial intelligence and advanced machine learning.
 

How you will do it:

• Perform Dashboard reviews, analyze, generate reports and recommendations to branches and customers.
• Provide feedback on the serviceability of our connected equipment
• Work with the field to help connect BMS
• Deploy controls specific playbooks to deliver and document remote services: standard processes, practices, service delivery SLAs, workflow tracking, and service partners supervision with each country served
• Compliance: Manage all compliance activities for the ROC/EOC
• Diagnoses complex Building Management Systems
• Know the portfolio in JCI enabling them to propose opportunities to create incremental value for Customers (internal and external)
• Consults with the customer through data gathered and site assessments. Provides field proposals for retrofits, upgrades, and or enhancements to existing equipment which would also include opportunities to deliver incremental value through adjacent focus areas (such as IAQ). Assists sales by providing technical recommendations for sales leads.
• Manages assigned work to meet professional and efficient execution of time and customer satisfaction. Reports problems or management changes immediately.
• Communicates with customers (internal and external). Ensures high levels of customer satisfaction. Meets regularly with customers to become familiar with operating problems. Keeps customers informed on the nature of service provided and outstanding issues and recommends system enhancements, upgrades, and/or replacements.
• Adheres to all Johnson Controls and customer safety standards.
• Conducts extensive self-study (reading, research, and practice) to improve and maintain technical proficiency in the company's product lines.
• Plan, prepare and conduct training for local field offices and other controls experts where required on remote Building Automation System (BAS) diagnostics, RDR/OBEM and gather voice of customer and technician feedback for continuous improvement. 
• Provide inputs, guidance and participate in OpenBlue platform roadmap and enhancements in particular on how particular features and functionality will enable greater customer (internal and external) value. 

Operations management

• Ensure procedures are followed and updated as needed, including operations as communication procedures
• Design and enforce request handling and escalation policies and procedures.
• Ensure escalations are resolved in a timely manner.
• Reviews reports generated by others to ensure quality and accuracy.

Collaborate

• Coordinate as needed with the local support centre and product supports to address issues
• Interface with internal and external customers to prevent and/or mitigate issues
• Interface with regional counterparts to coordinate service deliverables

What we look for:

• Minimum 7 years’ experience within the Building Management Industry, in maintenance, repair, and troubleshooting.
• Possess deep knowledge of Metasys Building Automation Systems.
• Ability to communicate effectively in a multicultural and gender-diverse environment.
• Strong customer relationship management and negotiation skills
• Strategic and Integrative thinking coupled with strong commercial planning skills
• Financial acumen with the ability to understand a P&L
• Strong problem-solving skills
• Proven experience in remote service delivery in the building automation and controls or similar
• Deep knowledge of Regional and Local Codes, Standards, and Directives about Smart Building
• Demonstrated management experience in field operations and maintenance.
• Expert in the fields of Building Automation Systems, Equipment/Asset performance, Building Efficiency & tuning strategies and able to understand co-relationships between different systems delivering customer outcomes (e.g. CO2 sensors & opportunity to introduce IAQaaS).  
• Demonstrated knowledge of energy management platforms and analysis
• Other building systems are also valued (access controls, video, life safety, and more)
• Demonstrated knowledge of operating Building Analytics open platforms
• A successful track record and comprehensive knowledge of managing remote advisory teams
• Demonstrable evidence of implementing transformation plans that delivered tangible outcomes.

Demonstrated knowledge of:

• Best in class Building Automation Systems products
• Install, operate, maintain and modernize IT network technologies
• Digital communication infrastructure, including wireless or LAN networks

Preferred:

• General computer and mobile application skills would be preferred and are a key part of future development in this position.
• Detailed knowledge of IAQ / IEQ data analysis and recommendation
• Deep knowledge of Energy Conservation Control Strategies identification, implementation and validation.