Country Service Leader, Malaysia
About this role
Who we are
Build your best future with the Johnson Controls team.
As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!
How you will do it:
The role will lead the overall management of service operations and the aftermarket business across the region, with full P&L ownership.
You will oversee an operations team driving performance, customer satisfaction, and business growth.
You will be the primary contact for customer escalations, ensuring timely
resolution of service issues while managing expectations to strengthen
relationships and deliver high service standards. You will provide strategic
leadership and manage the performance and development of the HVAC service
team; including service account managers, delivery managers, engineers,
technicians, and support staff.
Your responsibilities include delivering financial outcomes such as revenue
growth and margin execution, along with key operational metrics like safety,
quality, customer satisfaction, productivity, and timely delivery. Success in this role depends on close collaboration with stakeholders across Sales & Commercial, Global Product, Factory, and Procurement teams to drive efficiency and deliver best-in-class service across Southeast Asia.
How you will do it:
Drive strong business fundamentals in HVAC Service operations to maximize customer satisfaction and profit margin. This includes effective planning and deployment of resources, efficient administration of field operations, and active participation in quotes to drive growth.
Champion service growth by deeply understanding customer needs, market dynamics, and industry trends, while executing strategies that deliver year-on-year revenue and margin growth across recurring and non-recurring revenue streams.
Lead the Operational Cadence to consistently track progress and manage financial and operational targets for the Service business. Foster strong collaboration within the country Service Delivery team and cross functional stakeholders with aligned goals to analyze performance trends, proactively identify risks and opportunities, and drive strategic actions that maximize business outcomes.
Develop a Skilled & Future ready service team capable of delivering best in class, integrated services leveraging digital capabilities. This involves collaborating with SEA Service Excellence, in setting clear objectives for both front-line and back-office service staff and ensuring appropriate training and competency development opportunities are available to support the growth and advancement of team members as well as driving effective performance reviews, to render timely coaching and guidance when needed.
Inspire the HVAC team to strive for Operational Excellence, by fostering a culture of continuous improvement, providing clear direction and strong leadership to drive impactful initiatives and manage change, including efforts to advance digital service transformation. Incorporate best practices into established service operations standards, processes, and policies and drive compliance to ensure efficient operations that delight customers.
Cultivate a culture that promotes good employee Safety practices and putting Integrity first. This involves placing high emphasis on workplace safety and ensuring strict adherence to ethical guidelines and policies.
What we look for:
Bachelor's degree in engineering, business, marketing, or equivalent experience.
Min 10 years of managerial experience in Service/Fulfilment operations, managing frontline teams, with strong people management, team building, and performance management skills.
Technical training or equivalent experience in HVAC, industrial refrigeration, or building controls industry is a plus.
Ability to comprehend financial numbers and contribute to business plans. Possess strong business acumen and financial understanding, with a hands-on approach and can-do mindset.
Proven track record of delivering strong business results with accountability.
Demonstrated ability to work effectively in a matrix environment.
Excellent communication and interpersonal skills enabling effective negotiation, relationship building, and collaboration with diverse cultures.
Willingness to travel and take on challenging assignments based on business needs.
What we offer:
Competitive salary
Paid vacation/holidays/sick time
Comprehensive benefits package
On the job/cross training opportunities
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
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