Operations & Maintenance Customer Business Manager HVAC

Johnson Controls - Metairie, LA

Full-time - Mid Level

Metairie, LA

Specialty Trade Contractors

About the position

The Customer Business Manager (CBM) is a pivotal role within the Operations & Maintenance (O&M) business at Johnson Controls. This position is responsible for ensuring customer satisfaction, meeting contractual obligations, and overseeing the financial performance of a wide range of services. The CBM will select and develop qualified team members while managing resources with a people-oriented approach. A key aspect of this role is to drive continuous improvement processes, ensuring that all required metrics are met and that necessary changes, conformance, and governance are successfully influenced. The ideal candidate will possess extensive experience in Facility Management, particularly with a strong technical background in HVAC, Building Automation Systems (BAS), and Electrical systems. In this role, the CBM will need to understand contract terms and customer expectations in detail, taking ownership of outcomes. Effective communication with all levels of employees within the project, the customer’s organization, and Johnson Controls is essential to build strong, mutually beneficial relationships. The CBM will work closely with customers to ensure alignment with contract requirements and operational policies, providing both technical and management direction to maintenance management service contractors. The CBM will establish performance metrics related to work requests, including scheduling, tracking, analyzing, and reporting on completion, quality, safety, costs, and customer satisfaction. They will take corrective actions as necessary to drive improvements. Additionally, the CBM will review and proactively establish required procedures, training personnel to consistently meet and exceed performance expectations in a safe and cost-effective manner. This role involves managing day-to-day and long-range activities to ensure that all contract requirements and procedures are properly implemented, as well as overseeing staff management, including hiring, promotions, recognition, discipline, and performance management. The CBM will also serve as a mentor and resource for both the customer and Johnson Controls, sharing process improvements and lessons learned with peers.

Responsibilities

• Ensure customer satisfaction and compliance with contractual requirements.
• Manage financial performance across a broad spectrum of services.
• Select and develop qualified team members for the O&M business.
• Drive continuous improvement processes and meet required metrics.
• Communicate effectively with all employee levels and the customer's organization.
• Provide technical and management direction to maintenance management service contractors.
• Establish and monitor process performance metrics related to work requests.
• Review and establish required procedures and training for personnel.
• Manage day-to-day and long-range activities to meet contract requirements.
• Oversee staff management including hiring, promotions, and performance management.
• Lead customer meetings and oversee performance reviews for on-site FM team members.
• Monitor results from customer satisfaction surveys and implement corrective actions.

Requirements

• Bachelor's Degree in Business, Mechanical Engineering, Electrical, or equivalent experience in Facility Management.
• 10 years or more experience in Facility Management or related fields.
• 5 years of experience in HVAC, Facilities, Housing, or a parallel industry.
• Ability to work with customer Key Process Indicators (KPIs) and think strategically for process improvements.
• Thorough understanding of contracts, contract interpretation, SOPs, and KPIs.
• 2 years of management leadership experience.
• Demonstrated ability to communicate effectively with internal and external customers.
• Operations knowledge in Engineering, Property Management, and sales.
• Advanced MS Office skills, including Excel and PowerPoint.

Benefits

• Competitive salary
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on-the-job/cross-training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy