Provide overall leadership for recurring services business in APAC enabling Johnson Controls to win with more customers, maximize customer value and grow our recurring revenue streams.
Ownership and accountability for financial and operational metrics for recurring lifecycle services. Champion opportunities to problem-solve challenges and enable improvements for our customers and JCI colleagues.
Own and drive operational excellence for recurring lifecycle services with capabilities building to achieve business goals and targets working in collaboration with other teams.
Act as a subject matter expert with deep focus & ownership and as a regional focal point for escalation from both external customers as well as internal stakeholders.
How You Will Do It
Lead, drive & support the regional Sales and Operations teams to achieve sales and profitability objectives to deliver growth plans for Recurring Services (primarily PSA, O&M, Subscription & others where relevant) covering both New and Renewals.
Lead, support and enable the development, launch, activation and operationalization of lifecycle service offerings across the region working with other teams both within APAC and Globally to increase the value to customers and maximize our differentiation in the market including the application of digital.
Define, deploy and own critical KPIs across both new recurring and renewal lifecycle services enabling visibility to key business challenges.
Champion a culture of problem solving and continuous improvement to address key challenges in markets around recurring services both on volume and profitability. Work in partnership with the regions and other central individuals / teams as required to identify root cause and develop countermeasures by going to Gemba.
Develop marketing & proactive demand generation campaigns to drive new pipeline & to enable growth
Leverage best practices to maximize customer retention and growth through processes, tools and people development across the region.
Serve as subject matter expert with in-depth knowledge of lifecycle services to provide critical insights and sound business advice
Collaborate with the APAC Operational Excellence team to develop, implement and manage Service Productivity support tools, programs, processes, tools and technologies that increase the effectiveness of the Service field organization. Drive a culture of Continuous Improvement
Be a key member of the APAC Service Leadership Team, supporting other team members in projects and initiatives, working with and supporting the Regional Vice President(s) to share resources and approaches as needed to maximize revenues and profitability (sharing success approaches, problem-solving, coaching & mentoring)
Keep a regular pulse check, understand & analyze market trends, opportunities, legislation, customer needs and competition to determine and implement innovative growth offerings and strategies to increase market penetration, secure orders and maximize margin.
What We Look For
Degree in Engineering/Business or equivalent relevant experience or MBA preferred
Strong knowledge of Service Operations Management with more than 10 years of relevant experience in the field, ideally in building solutions across one or more domain.
Able to work effectively in a matrix organization structure.
Strong leadership and influencing skills
Good to solid experience in managing operational risks and optimizing margin and productivity
Analytical and process oriented.
Drives accountability and results.
Technically proficient and/or able to demonstrate past high learning agility in all products and services at a sufficient level to meet the requirements of a regional role.
Experience & background in Lean & Digital an advantage.
Excellent communication and interpersonal skills, both internally and dealing with external stakeholders.
Strong people management, team building, performance management, strategic and operations planning, process management, negotiation, and relationship management skills
Experience in effective relationship/conflict management.
Demonstrated Customer Service mindset with business and financial acumen
