Milwaukee, Wisconsin

What you will do

The Enterprise Warranty Excellence Leader will lead the JCI Quality Management System that encompasses industry-leading tools, methodologies and capabilities, and drives quality and reliability of product and customer experience throughout the entire product lifecycle. This role will establish and lead the Warranty Center of Excellence and engage other functional management and business units to ensure full support and business results. In this role you will be the creator and the accountable owner of JCI’s global warranty system which includes management of the; process, systems, organization, technical analysis, financial, customer services, supplier recovery, forecasting and reporting. This role is responsible for defining and executing JCI’s warranty strategies that drive behaviors and practices to improve global customers’ and dealers’ experience and reduce warranty risks and overall costs with current and newly developed products. The scope of this role is global, involving all PBUs (Product Business Units), all products, customers, dealers, 3rd party servicers, etc. The team will comprise several dedicated warranty expert/analysts aligned directly to each PBU and various company/functional processes and will be both direct and dotted line.

How you will do it

  • Establish and lead a world-class global warranty center of excellence and quality management system that encompasses industry leading tools, methodologies and capabilities and drives quality and reliability of product and customer experience throughout the entire life of the product across all PBUs.
  • Define, develop, and manage the global warranty team consisting of direct/indirect reports; warranty managers, engineers, technicians, analysts, administrators, and other functional staff such as; financial analysts, reliability engineers, and IT project manager. In addition, other indirect reports are dedicated managers or senior staff from; Customer Service, Engineering, Finance, IT, Operations, Supply Chain, Quality, and Supplier Quality to implement various strategies
  • Drive innovation to create top-quality products faster and embed state-of-the-art quality requirements in design, processes, suppliers, manufacturing and customer service
  • Establish, maintain, and improve standard warranty practices and develop and implement a warranty scorecard / KPIs to drive performance baselining, visibility, management, and improvement on an ongoing basis. Track and proactively share KPIs and feedback to ensure product design and process improvements.
  • Collaborate with colleagues across the organization and external value chain partners to create feedback cycles, and to inform and enact process improvements and warranty cost reductions
  • Oversee the issuance of technical bulletins and product publications involving the operation, maintenance, and repair of manufactured products.
  • Lead and/or facilitate customer and supplier commercial warranty financial settlements.
  • Decision maker for customer service concessions that exceed an established/agreed dollar amount.
  • Decision maker for the warranty aspects in the new product development gate reviews.
  • Review Factory Direct, National Accounts, and Wholesale Distributor contracts for warranty terms and conditions and provide feedback.
  • Conduct warranty process and system audits, establish and implement corrective actions.
  • Responsible for accumulating and disseminating Warranty, Quality and PMO best practices. Drive the use of best practices to achieve warranty process standardization and warranty system implementation
  • VP/EC relationship management – Responsible for weekly updates to key leaders across the business. Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards a world-class warranty management system
  • Manage key leadership relationships to ensure alignment across the enterprise via appropriate planning, execution, visibility, tracking, and governance
  • Responsible for driving a customer-centric and data-driven culture across JCI wherein every employee is accountable for quality JCI products, processes, and services by leveraging existing digital and analytic tools and creating new ones
  • Develop, mentor and grow a team of Warranty Excellence Engineers, including hiring individuals who have the knowledge, skill and desire to perform their job effectively with demonstrated success in industries such as automotive and aerospace
  • Foster positive work attitude and be instrumental in developing an energetic, professional, team oriented, motivated work environment
  • Functional Actions-
  • Ensure warranty claims and data are processed timely, as well as monthly reports
  • Conduct warranty claims analysis on both data and parts
  • Ensure supplier recovery process activities are effectively implemented
  • Ensure customer and supplier top warranty pareto parts have a containment and improvement plan and are being effectively implemented
  • Provide training on Global Warranty System processes
  • Facilitate development of standard part claims analysis techniques
  • Engage globally with the ability to understand and work effectively in a culturally diverse organization

What we look for

  • Seasoned professionals with 10+ years of experience in warranty and quality, operations, supplier management, engineering, finance, sales, supply chain, plant manager or functional director, business optimization and/ or project management
  • Minimum 5 years of experience with Warranty, Quality, and Customer Service (especially escalated customer complaint resolution), product engineer, quality engineer, or manufacturing engineer
  • Minimum 3 years of experience in product and process development
  • Experience in various root cause analysis techniques.
  • Experience with improving supplier quality
  • Experience with implementing and maintaining IT projects
  • Experience overseeing a large quality organization including recruiting employees, assigning and directing work, evaluating performance, overseeing the development and maintenance of staff, building trust and rapport and motivating the team.
  • Ability to direct daily work activities, build rapport, and motivate warranty excellence engineers, quality managers, inspectors and technicians
  • Excellent people skills with ability to develop and maintain professional relationships across a matrix, multi-cultural organization
  • Ability to influence across a matrix organization without the benefit of direct reporting relationships
  • EC level interaction on weekly basis and frequent interactions at VP/President level. Must be able to build relationships at the senior-most level.
  • Candidate must be innovative, creative, broad-thinker, well-organized in managing numerous competing priorities, and can deal with adverse situations
  • Candidate must exhibit a high level of self-motivation, sense of urgency, and assertiveness with the ability to make important decisions with minimal supervision.
  • Demonstrated experience performing administrative functions such as reviewing and writing reports, approving expenditures, enforcing rules, and actively engaging in personnel development and performance management
  • Strong oral & written English language skills, Strong capability with standard MS Office tools
  • Must be skilled in Microsoft Office developing technical reports and presentations
  • Experience with SAP preferred
  • Ability to communicate with multiple cultures/regions via teleconference, emails, and phone calls
  • Ability to work on multiple projects
  • Proven problem solving and decision-making ability
  • Experience with data analysis and reporting
  • Results oriented
  • Work without supervision
  • Strong conflict resolution and de-escalation skills
  • Ability to travel up to 50% of the time to customer, other sites, and suppliers globally
  • Bachelor’s degree in supply chain, quality, business or related discipline; MBA is highly desirable
  • Lean Manufacturing and/or Six Sigma training. Six Sigma Black belt preferred

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

Milwaukee, Wisconsin

A GLOBAL LEADER

Johnson Controls -

The future is being built today, and Johnson Controls is making that future more productive, more secure and more sustainable. We create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities. At its core, that promise is about delivering innovation that make people’s lives – and the world – better.

Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms.

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