Country Service Manager (Finland)

Johnson Controls; Helsinki; On-site; EUR 40 000 - 60 000; Full time

Job description

Job Scope & Purpose

• Maximize revenue and profitability by focusing and driving operational excellence and execution within the service organization.
• Drive scope of growth of existing customer base.
• Drive and sustain high levels of customer satisfaction and workforce morale to support sustainable growth.
• Manage the Client Service Managers / Service Team Leaders.
• Under general direction, lead, develop, and coach the service teams to deliver the business plan (revenue, executed margin & working capital).
• Drive the implementation & harmonization of service processes and procedures.
• Responsible for employee development and retention.
• Serve as an active member in the leadership team.

Key accountabilities

• Manage the overall growth & profitability through effective management of assigned delivery teams (people, financial and material) within Service.
• Participate in developing strategic operating plans that align with the JCI HVAC-R goals and vision. This includes participating in strategic account plans, annual financial and operating plans, revenue and margin forecasts.
• Deliver to planned revenue and gross margin commitments. Continuously work to improve margins and optimize asset management including cost control, collections, and payables.
• Monitor customer satisfaction, take the lead in solving complex operational or execution issues, be involved in contract negotiations, and provide any other required support.
• Drive development and implementation of operational disciplines such as usage of tools, processes, and procedures.
• Harmonization of tools, processes, and procedures for our entire organization, including cross-country borders.
• Lead efforts to identify, secure, and retain service customers by actively networking with community business, governmental and professional leadership; establishing relationships that enhance the local reputation of Johnson Controls and the branch, ensuring referrals and proposal requests.
• Analyze and audit the effectiveness of service operations and make changes to improve performance. Ensure that contractual obligations are completed and customer satisfaction is achieved.
• Analyze operations processes and provide recommendations for improvements. Analyze service operations to identify potential customers/markets. Implement required changes on pricing and gross margins.
• Responsible for estimate completion and reviews and manage follow-up of pull-through orders. Tasked with goals for gross margin delivery and profitability.
• Recruit, hire, and retain front-line delivery teams to maintain proper staffing levels.
• Prepare and deliver clear performance expectations, performance reviews, coaching, and development plans for all front-line delivery team members. Ensure a consistent level of technical support and coaching, which includes monthly ‘one-on-one(s)’, operational and financial reviews.
• In addition to the above-mentioned tasks, other activities and responsibilities may be individually defined.

Position Requirements

• Technically oriented education.
• 4 to 6 years of relevant technical hands-on industry-related experience.
• Good customer focus.
• Good interpersonal communication skills, including the ability to influence.
• Front-end selling experience is an asset.
• Skilled in technical problem solving and developing quotations.
• Excellent coordination skills.
• People management experience in a project-driven or service environment.
• Enables teamwork and involvement.
• Drives accountability and results.