Customer Operations Analyst at Johnson Controls, Inc in Austin, Texas

Job Description:

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

What you will do

Under general direction, works in concert with the Regional Operations/Sales Leadership and Regional Project Managers to ensure consistent delivery of services and assure customer expectations are being met as well as internal financial commitments.  Responsible for regional project business for trend analysis along with recommendations on financial and business improvements (i.e. continuous improvement around cost overruns, billings, cash flow, revenue forecasts, re-estimates). Proactively investigate forecasting and financial issues, recommending and implementing solutions where appropriate.

How you will do it

• Proactively assists Regional Operations/Sales Leadership and region Project Managers in taking necessary actions required to expedite consistent delivery of services.  Assures customer expectations are being met as well as internal financial commitments.


• Provides operations and financial support for the regional Ops Management Teams and ensures completion of all phases of the installation process.  Identifies issues and recommends solutions to the appropriate Ops Management level.


• Provides sales support for the regional sales team for financial reporting, forecasting, trend analysis.  Provides recommendations on process changes, etc. as appropriate.


• Participates in monthly Ops business review meetings by identifying critical account information relative to current financial status, (re-estimates, billings, Accounts Receivable issues, revenue forecasts) and recommending solutions to customer satisfaction issues.  Initiates research and follow up on account questions identified during monthly review meetings. Provides feedback to regional Ops Management Team, and regional Project Managers as appropriate.


• Owns, maintains and ensures the integrity of the Region’s project data for purposes of forecasting and providing financial data. Analyzes and resolves discrepancies within the database.  Proactively investigates issues and follows through to produce results involving pre-entered costs, slippage, manpower leveling, revenue forecasts, etc.  Proficient at furnishing custom reports through analysis of the project data, EDW or IBS Financial Reporting System.


• Works in concert with the Regional Operations Leadership and Regional Project Managers in achieving expected financial results of assigned projects.  Focuses on 


• Providing customer satisfaction by taking action and getting results while balancing project financial goals.         


• Produces business trend analysis along with recommendations on financial and business improvements regarding billings, cost overruns, cash flow, etc.  Provides support for the regional Ops Management Team with financial and business-related issues, enhancing management’s ability to devote additional time to Field and job related issues.


• Tracks, reports and analyzes subcontractor backlog levels for Ops in order to optimize subcontractors’ workload.  Manages subcontractor certification process including training and safety requirements.  Maintain subcontractor bond and insurance information for major project business and provide bid management support of subcontracts.  


• Assesses the skill level of Systems Project Managers in the use of the Installation Information Systems (scheduling, re-estimating and billing) and all other WEB based application, i.e. Subcontract Management System.  Based on the needs determined in the assessment, develops and facilitates the appropriate training.  


• Proactively takes the initiative to identify, evaluate and resolve Ops process related issues.  Initiates action to limit negative outcomes and seek new opportunities for improvements in the installation process.  Prioritizes work activities based upon financial impact to desired business goals and outcomes.


• Optimizes installation processes and systems (IIS, AIM tools, critical account information, etc.) to maximize Region profitability.


• Acts as liaison to the Milwaukee Business Center for the regional Ops Organization.


• Performs other responsibilities in support of the regional Ops/Sales Management Team.


• A resource to region leadership to enhance alignment with corporate diversity goals.  Provides vendor certification information and vendor JCI registration status to project managers, development teams and management.  Engages with teams to assist region in reaching Billion Dollar Roundtable goals and initiatives.

What we look for

Bachelors Degree in Construction Management, Business Administration, Finance, or equivalent directly related work experience plus two to three years experience in the construction industry/contracting business performing similar contract and project management functions.

Ability to effectively represent JCI and communicate with customers and others at varying levels.  Demonstrated proficiency to simultaneously handle a large and diverse number of projects and issues with tact, cooperation, and persistence.  Ability to prioritize work activities based upon financial impact to desired business goals. Innovative and conceptual thinker.  High level of productivity and efficiency.  Proven skills as a timely communicator, focused on providing customer satisfaction and team building. High-level understanding of HVAC System operations and exposure to cost accounting required.   Working knowledge of PC’s and packaged software (Advanced Excel, Access and MS Project).

Who we are

At Johnson Controls, we’re shaping the future to create a world that’s safe, comfortable and sustainable. Our global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and vehicles more efficient. We are passionate about improving the way the world lives, works and plays. The future requires bold ideas, an entrepreneurial mind-set and collaboration across boundaries. You need a career focused on tomorrow. Tomorrow needs you.