Suzanne Erickson

Experience

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  Johnson Controls

  Mar 1984 - Oct 2014

  As a member of the Northwest Regional team, responsible for driving maximum service operations productivity & profitability for large geographical territory (26 branch locations). Reinforced & supported service operations delivery standards (processes & tools) for consistency (acheivement of financial results & key metric performance). Analyze & assess individual branch back office performance & recommend cost effective improvements. Worked directly with local branch management to better understand new roles & responsibilities in order to achieve on going profitable results & personnel development. Show less As a member of the Service CI North America team, led efforts for multiple national benchmarking events for Service business improvement & sharing of validated best business practices. Work process improvement efforts utilizing Six Sigma, Lean, Kepner-Tregoe, & 8D methodologies on a variety of projects for service sales, operations & finance to streamline & gain efficiencies to workflow. Defined key metrics & performance indicators to ensure branch proficiency & knowledge of new system processes (Siebel). Applied skills learned during Oracle Reports & Dashboards training to expand knowledge of Siebel analytics development. Specified, built & collaborated on a multitude of new NxGen analytics/reporting for Service Ops, Sales, & Finance. Assisted with wave deployments of new system as well as systemic incident issue resolution. Post deployment support to assess & provide feedback for branches not meeting key metrics. Show less Working under the framework of global continuous improvement program & as a member of the service regional management team, led regional continuous improvement initiatives, assess current business performance, identify gaps, establish & implement improvement plans, monitor progress, & share/acquire best-in-class ideas & processes. Accountable for regional best business practice performance for large geographic territory of branch offices. Utilize continuous improvement methods to achieve & exceed business objectives. Lead & build branch confidence in acceptance of change management & performance improvements. Maintained focus on customer satisfaction & quality of performance throughout the program. Work process improvement efforts utilizing Six Sigma & Lean methodologies for safety, planned service agreement sales, retention & escalation, asset management, labor & material margin improvement. Show less Responsible for driving maximum service operations productivity & profitability for large geographical territory (14 states) during large acquisition. Implemented national service operations delivery standards (processes & tools) for consistency (asset management, unbilled receivables, secured business, field organization productivity, etc). Analyze & assess individual branch back office performance & recommend cost effective improvements. Worked directly with local branch management to better understand new roles & responsibilities in order to achieve on going profitable results & personnel development. Show less Managed service support team for multi state large geographical territory (14 states) with direct reports in 6 states. Standardized service delivery processes across branch offices to better support field organization. Responsible for financial forecasting & results for multiple lines of business. Lead team to achieve record results in FY2005. Acted as Transition Manager during Service Growth Initiative for decentralization of support tasks & realignment with the business to individual/local branch support including integration of new acquisition business, York. Show less Successfully led centralized service administrative team covering multi-state area with large geographical territory (7 states). Coordinated, set up & trained support team & field organization personnel on processes & workflow for consolidation of service support center. Financial budgeting, planning & forecasting for all aspects of service business. Work process improvement efforts utilizing Rumler-Brache & Six Sigma methodology, for standardized best practices & consistency on a national basis. Show less Supervised support team & trained new personnel to competently handle day-to-day service operation duties. Direct customer involvement for key service accounts with both sales & operations personnel to benefit overall customer satisfaction. Processed & managed financial success of service agreements & repair service work. Analyzed service contract costs for escalations & value reporting including proficiency in maintenance estimating program. Investigated negative variance problems & proposed solutions. Provided estimating assistance to field personnel for proposals/quotes. Show less

  • Regional Service Operations Productivity Manager

    Oct 2013 - Oct 2014

  • Continuous Improvement Manager

    Jul 2009 - Oct 2013

  • Regional Continuous Improvement Manager

    Oct 2007 - Jul 2009

  • Regional Service Operations Program Manager

    Nov 2006 - Oct 2007

  • Regional Service Operations Productivity Manager

    Mar 2006 - Nov 2006

  • Service Business Supervisor

    Oct 2004 - Mar 2006

  • Service Administration Supervisor

    Oct 1996 - Oct 2004

  • Service Operations Administrator

    Jul 1992 - Oct 1996

  • Service Coordinator

    Jul 1986 - Jul 1992

  • Administrative Clerk

    Mar 1984 - Jul 1986
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  CBRE

  Dec 2015 - now

  Microsoft Account Microsoft account (DISYS)

  • Sr Global Operations Manager

    Mar 2016 - now

  • Sr Global Operations Program Manager

    Dec 2015 - Mar 2016