The Operations Supervisor oversees the implementation of Operations & Maintenance (O&M) contracts at the designated site, managing a facility team responsible for mechanical operations, maintenance, and responding to demand events. This role involves regular communication with both the client and the O&M team to ensure contract fulfillment. Reporting directly to the Customer Business Manager P3 (CBM), the supervisor manages the processing and coordination of work orders, customer issues, and oversees the Computerized Maintenance Management Systems (CMMS). They serve as the key point of contact among the CBM, staff, contractors, and clients, scheduling maintenance activities and ensuring customer satisfaction, quality control, and compliance with all contractual requirements. The supervisor operates with autonomy, manages a team and contractors, and manages sensitive tasks and documents with professionalism.
Customer Demand Work Requests: Receives and coordinates all customer demand work requests.
Demand Events Review: Conducts daily review of demand events to ensure consistent classification.
Assignment of Work: Assigns demand events and preventative maintenance to the appropriate O&M staff or contractors, reviews scope and frequency of assignments with the CBM, and makes changes where required.
Scope and Priority Communication: Communicates with site staff to determine the total scope of work and priority of the work to be performed. Schedules staff to meet the completion timeline, including status updates and final closeout.
Maintenance Tracking and Documentation: Administers the preventative and demand maintenance tracking and documentation.
Resource Planning: Identifies resources and materials required to execute demand and preventative maintenance. Verifies the availability of those resources prior to scheduling the work or arranges for appropriate alternatives.
Purchase Orders: Arranges purchase orders with the assistance of the back-of-house team, following the back-of-house process.
Contract and SLA Management: Assist management to ensure effective vendor support contracts are in place to procure materials and/or contracting services.
Procurement and Inventory: Procures services, parts, and all equipment requested by the site and maintains minimum critical spares levels supported by the back-of-house team.
Professional Communication: Performs professional written communication liaising between O&M staff, contractors, and the service requesters or other service representatives.
Management Reporting: Generates and provides management reports on topics such as overtime, sick time, work backlog, equipment repair history and cost, trouble calls, work orders, and customer satisfaction.
Periodic Monitoring and Reporting: Coordinates with site staff, contractors, and helpdesk to collect information for the monthly periodic monitoring and payment adjustment reports.
Monthly Reports: Prepares periodic monthly reports and payment adjustment reports.
Job Planning and Estimation: Plans and estimates job requirements for preventative maintenance, service, and project activities, including the number/type of O&M staff to be assigned and the number of man-hours per task.
Meeting Coordination: Coordinates daily/weekly meetings with facility maintenance management to develop the next day/week’s schedule, reviews the status of scheduled work orders, and discusses new, incoming work orders. May be required to produce meeting minutes.
Quality Control and Compliance: Assists with adherence to quality control and compliance procedures. Monitors and manages all processes and documentation to ensure regulatory and other compliance contractual obligations are maintained.
Training and Development: Ensure that all team members receive the necessary training and development opportunities to perform their tasks effectively. This can include organizing training sessions and tracking progress.
Performance Management: Regularly review and assess the performance of team members, providing feedback and implementing performance improvement plans when necessary.
Safety and Compliance: Conduct regular safety inspections and ensure that all operations comply with health and safety regulations.
Budget Management: Work with the management and finance to monitor operational costs, ensuring that expenditures are within the allocated budget and identifying cost-saving opportunities. Ensure vendors have valid purchase orders and invoices match POs.
Conflict Resolution: Raise any conflicts or issues that arise within the team or with external contractors to management.
Process Improvement: Continuously evaluate and improve operational processes to enhance efficiency and effectiveness.
Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and ensure high levels of customer satisfaction. Participate in continuous customer satisfaction improvements.
Inventory Management: Oversee inventory levels and ensure that all necessary materials and equipment are available when needed.
Strategic Planning: Participate in maintenance and life cycle planning to align operational goals with the overall objectives of the organization.
Emergency Response: Assist with development; implementation and training of emergency response plans to manage unexpected situations, and actively priorities and participate in Emergency Response events
Education: A high school diploma with relevant certification and experience required. A bachelor’s or associate’s degree in operations management, business management, or a related field is advantageous.
Experience: Proven work experience in operations management or a similar role is essential.
Operational Knowledge: Good working knowledge of operational procedures and policies.
Project Management Skills: Strong project management skills, including the ability to plan, execute, and oversee projects effectively.
Leadership Skills: Leadership and team management skills, with the ability to motivate and guide staff.
Problem-Solving Skills: Strong problem-solving abilities to address and resolve issues efficiently.
Communication Skills: Excellent written and verbal communication skills for liaising with staff, contractors, and Client representatives.
Organizational Skills: Strong organizational skills and attention to detail to manage multiple tasks and priorities.
Technical Skills: Proficiency in using relevant MS SharePoint software and tools for all business operations and the ability to efficiently master new software application needed to perform duties.
Compliance Knowledge: Understanding of health and safety regulations and client compliance requirements.
Analytical Skills: Ability to analyze data and generate reports to identify areas for improvement.
Customer Service Orientation: A strong focus on customer satisfaction and the ability to handle customer feedback effectively.
Flexibility: Willingness to adapt to changing priorities and work environments.
Time Management: Effective time management skills to ensure timely completion of tasks and projects.
Team Player: Must be a team player, committed to working in a quality environment.
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.
Johnson Controls International plc. 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, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
