Field Service Excellence Leader, Regional

2 months ago

Manchester, United Kingdom Johnson Controls Full time

What you will do


A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.

As Field Service Excellence Leader, you will drive and support the continued development of field operations excellence for assigned regions/business units within the EMEALA Service business of $2B revenue and extended support to the systems/install business of $2.3B revenue. 

You’ll be responsible for building, maintaining and operation of modelling tools to create the business insights necessary to support a robust Integrated Business Planning (IBP) process with particular emphasis on demand planning and capacity planning for field operations.

You’ll action the change management plan to ensure alignment and action planning at different levels of the organization from operational level through to regional GM/VP level; optimise standardization of tools and self-serve functionality; drive regular cadence with stakeholders to ensure clear transparency and insights from IBP models and facilitate commercial and operational decision making and action planning to optimise alignment across demand forecasting, annual operating plans/targets and capacity planning.

You will ensure accountability is maintained with regional business leaders and support functions to deliver on corrective actions and execute an effective IBP process ensuring effective escalation where necessary and maintain region/sub region focus on productivity, COGS and contra rate to ensure positive absorption while optimizing competitive market positioning and drive corrective actions through regular cadence.

Identify and leverage benchmarking and best practices within EMEALA that support operational effectiveness and efficiency in driving profitable growth; lead and participate in continuous improvement initiatives to drive process and operational performance improvements, and leverage regional reviews to identify field engagement and L&D opportunities to develop high performing field service teams

How you will do it

  • Develop new and existing data and planning models to deliver actionable insights to operations teams
  • Identify, source and translate large scale data to drive planning and performance models
  • Integrate or otherwise leverage other KPI dashboards to provide holistic analysis and planning
  • Teach, coach and consult with operational teams on self-serve models to ensure appropriate insights are drawn
  • Engage GMs, commercial and operations leaders in IBP review cadence to build consensus and reconcile demand and capacity forecasts
  • Maintain Rolling Actions and Issues/Decisions Log to manage accountability for identified actions
  • Leverage subject matter expertise to provide guidance and recommendations to regional teams on options to bridge gaps versus plan and KPIs
  • Regularly review performance across business units for benchmarking purposes and identify where best practice sharing and standardization opportunities exist
  • Regularly review productivity/COGs/Absorption performance with regional teams and track and manage accountability for corrective actions
  • Identify and execute continuous improvement opportunities both within the functional processes and with regional operations, leveraging structured improvement methods such as Lean/Six Sigma, machine learning and AI as appropriate
  • Promote and leverage best practices across EMEALA and globally
  • Collaborate with data scientists/analysts to define new/developing data requirements
  • Produce ad hoc analysis and reporting to support field service excellence
  • Conduct regular maintenance of data and models to ensure process efficiency, effectiveness and compliance

What we look for

  • Bachelor’s Degree from an accredited college or university and/or relevant depth of experience
  • Solid understanding of field operations, resource planning methodologies and key financials with ability to identify and leverage relevant data points
  • Advanced skills in use of analytic and visualisation tools (PowerBI in particular)
  • Able to work effectively in a matrix organization structure and adept at influencing without authority
  • Hands on approach to working in detail with data, balanced with business acumen to build relevant insights
  • Data processing, model design and model-building phases (e.g., enterprise model, algorithm design, model refinement) on physical, distributed systems and cloud hosted environments
  • Broad based experience with data modelling and planning methodologies with implementation across large data sets
  • Strong analytical and process skills with a clear orientation towards actionable insights
  • Good cultural awareness and ability to navigate a diverse international organisation
  • Strong interpersonal skills with the ability to drive accountability for actions and results.
  • Change management skills to ensure effective changes are not only identified and developed but are successfully deployed and adopted by business users
  • Excellent communication and interpersonal skills, both internally and dealing with external stakeholders.
  • Strong presentation skills with ability to support with the use effective visual aids
  • Able to manage developmental, continuous improvement initiatives including cross functional project teams
  • Lean / Six Sigma certified (preferred)
  • Advanced knowledge of Microsoft Excel, Word and Power point software.

    nd Power point software.

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