Customer Service Operations Analyst

COE Data Specialist For Customer Service Department

The future is being built today and Johnson Controls is making that future more productive, more secure and more sustainable. We are harnessing the power of cloud, AI/ML and Data analytics, the Internet of Things (IoT), and user design thinking to deliver on the promise of intelligent buildings and smart cities that connect communities in ways that make people\'s lives and the world better. Note, this role is an inhouse role, and the candidate can sit in either Marinette, WI or Lubbock TX.

The Continuous Improvement & Analytics team at Johnson Controls believes in the power of data to shape and steer business decisions within the customer service department. A data enabled business needs analysts to wrangle, organize, and use powerful visualization tools to derive actionable insights and patterns from the data and provide clear, concise answers to our customers. And that is where you come in. As a COE Data Specialist for the Customer Service Department, you will be in the office 5 days per week supporting the US, Canada, and Latin America and your hours may vary dependent on the need. There will also be a 5% travel rate to visit similar factories for improvement. You will execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product and positively interact with customers both verbally and written.

Using a combination of data mining, statistical and exploratory data analysis, develop an understanding of the data requirements required to answer business questions. Based on business requirements, develop manual and automated scorecards and dashboards using internal and external data marts. Understand and recommend data standardization to ensure repeatability and reusability of data products. Design visualizations apt for answering the business question in consideration, and publish quality analytics to include weekly, monthly, or yearly dashboards with KPIs used by the business owners to improve their processes and operations. Develop an AI integration platform/tool within customer service. Develop department improvements for easier reporting and consistency.

What we look for:

• Required BS in business or related field / 4 + years total experience in CI/data analytics
• 3+ years of experience in Database, Data Model and Data Warehouse
• Experience in Kaizen

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.