United Technologies Corporation GSP North America Field Operations Manager (Supra/Onity) in Salem, Oregon

Job ID: 42554BR

City: Salem

State: Oregon

Country: United States

Category: Administration

Job Type: Full-Time

Description:

UTC Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

The Global Security Products (GSP) group at UTC Climate, Controls & Security develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems, and mobile applications. Among its leading brands are Lenel, Interlogix, Supra and Onity offering robust security and life safety systems, and affordable, flexible lock and key management solutions.

We are looking for a highly energized, top performing Field Operations Manager to join our team. This role is responsible for delivering positive customer experiences by driving operational excellence in our internal and external customer facing organizations. The Field Operations Manager will be responsible for successful execution of our operational deliverables in the areas of Installations, Engineering Liaison, and Field Service functions for our Supra and Onity business units. This position will set operational performance objectives and champion process improvement initiatives to improve customer satisfaction, lead the teams to achieve them, and measure improvement with customer surveys and other methods.

Job Duties/Responsibilities

  • Hire, manage, mentor and coach individuals within assigned teams as well as make promotional recommendations.

  • Ensure that human resources are correctly allocated within teams ensuring that customer set up and installation take place as planned by business.

  • Implement strategic plans and tactics that respond to changing business climate, including launch new products and services or pursuing change management within department and across other business segments as required.

  • Establish metrics to continuously improve each function within Field Operations, track aggregate performance against metrics and waterfall performance objectives down to individuals.

  • Implement systems and processes to qualitatively measure and improve quality of service, including internal MFA, periodic assessments with customers and suppliers to these processes.

  • Resolve complaints and disputes with end-customer either by directly communicating with the customer or by working with the sales team.

  • Define, create and deliver data analytics and forecasting capabilities that will provide accurate data and analysis to inform the business in decision-making.

Qualification:

  • 8-10 years of working in a complex, matrix organization

  • Significant experience in working across functions and leading and delivering on complex projects

  • Significant experience leading organizational change; creating and building organizational capabilities utilizing proven and established systems or frameworks

  • Six Sigma, ACE or similar process improvement experience strongly preferred

  • Excellent communication skills, especially with senior leaders and customers

  • Ability to work effectively and influence others in a diverse and dynamic work environment

  • Highly organized with strong attention to detail, and ability to manage multiple priorities

  • Maintaining customer quality assurance; emphasis on safety, managing the expenditure of labor, materials and other assets

  • Demonstrated ability to lead, motivate, and foster teamwork within a group that includes direct and indirect individual contributors, supervisors and temporary employees.

  • Strong analytical and problem solving skills; an aptitude for statistical analysis is a must.

  • Able to work quickly and independently with attention to detail and sensitivity to deadlines.

  • Demonstrated skill at negotiating, assertive communication skills and able to foster consensus building.

  • Superior presentation, written and verbal communication skills

  • Excellent listening skills that provide a complete understanding of customer needs and the ability to successfully translate those needs into customer requirements that can be communicated and understood across functional departments.

  • Versed in Microsoft Office computer software, including Word, Excel and PowerPoint.

  • Experience using Achieving Competitive Excellence (ACE), 6 Sigma, or similar tools to improve business process.

Desired Qualifications:

  • Strong customer advocate that has experience working with diverse customer base.

  • Experience managing 3rd Party vendors

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.