What you will do

This position reports directly to the USA IT Regional Leader and will lead and own the USA and Canada IT Service Operations team deployed throughout the USA. This team services the onsite manufacturing plant operations IT needs, focuses on customer experience, identifies and implements improvements to service operations. This leader will serve as the key IT business partner to the manufacturing regional operations leadership. The IT Service Operation team goal is to make sure that IT services are delivered effectively and efficiently. This includes the fulfilling of user requests, providing user training, resolving IT service failures, fixing problems, gaining customer feedback, identifying and implementing improvement “efforts” or “enhancements” to improve service operations.

How you will do it

• Person is accountable to build a comprehensive IT service operations approach to improve the internal customer service experience for our plants across the United States.
• This role will be responsible for and manage L1.5 application support, plant systems, deskside services, walk-up support, etc
• Oversee the administration of vendor and consultant contracts and service agreements
• Lead, train, develop, and motivate a group of highly skilled and technical workers
• Manage the purchasing of efficient and cost-effective technological equipment and assets
• Analyze business objectives and initiatives and makes recommendations for the improvement of infrastructure and business systems
• Analyze the business requirements of all Clarios offices and departments to determine their technology needs and to ensure functionality and efficiency
• Troubleshoot and resolve potential system and network problems
• Communicate with executives and department heads regarding business initiatives
• Position the Clarios IT organization to embrace and support emerging customer service needs

Performance and Operation Excellence

• Establish departmental customer focused metrics/goals and objectives; report departments accomplishments and plans on regular basis
• Create process and governance for service operation how to better serve our customers and implement improvements to the services we provided.
• Establish a dashboard to measure the performance for incidents in three main focused areas how we are performing.
• Find ways and explore opportunities with Infrastructure and Operation services how to reduce the incident tickets to the reasonable level through education or automation or AI
• Perform an annual customer satisfaction survey to the plants to measure our effectiveness and take actions.
• Serve as a key IT business partner to the regional operation leadership in support of the continuous improvement
• Establish a KPI dashboard to measure service requests from the users/employees and perform analysis together with Infrastructure and Applications services if additional resources are needed, knowledge of know-how needs to be strengthened and automation/AI can help to reduce the ticket and improve customer/user experiences.
• Identify opportunity to reduce the TCO of tickets and translate the saving to improve value realization to the operation.
• Enforce and be a key business communicator role in the MIM process.

Infrastructure

• Work with End User Compute and Collaboration on how to use the tools that we are available to create materials, train the users for adoption and technology enablement.
• Partner with End User Compute, Collaboration and Digital IT how we can improve the self-service and digital/mobile first concept can be applied and rolled out.
• Review jointly with Infrastructure services how to improve SLA and what services we offered as part of performance and operation excellence guidelines.

Application Support Structure (Process and L1.5 Helpdesk)

• Work with COE with each application tower on how to improve service level agreement in each plant and HQ on tickets and service requests with the benchmark identified
• Collaborate with COE teams to analyze the tickets how to reduce the tickets and improve customer satisfaction through education or automation or AI
• Establish an effective structured team and process on leveraging L1.5 Service desk in application to support business
• Help train and create a platform to make it easier for the users to learn and optimize business processes and automation

Plant systems

• Implement the plant system requirements according to the global plant system governance and standard to the region

What we look for

Required

• 10+ years of experience in the field of Information Technology
• Proven experience as IT Manager or similar role
• Bachelor’s degree in computer science engineering or relevant field
• Experience in analysis, implementation and evaluation of IT systems and their specifications
• Experience supporting technology in manufacturing environments.
• Ability to travel throughout the region as needed to address operational issues.
• Sound understanding of computer systems (hardware and software), distributed networking, virtualization (VMWare), etc.
• Experience in developing and controlling information technology budget

Preferred

• QAD or similar ERP knowledge
• Green or Black Belt certified
• Lean experience
• MBA or equivalent

#LI-AL

#LI-HYBRID

What you get:

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching – all starting on date of hire
• Tuition reimbursement, perks, and discounts
• Parental and caregiver leave programs
• All the usual benefits such as paid time off, flexible spending, short-and long-term disability, basic life insurance, business travel insurance, Employee Assistance Program, and domestic partner benefits
• Global market strength and worldwide market share leadership
• HQ location earns LEED certification for sustainability plus a full-service cafeteria and workout facility

Who we are:
Clarios is the creator behind the world’s most recognizable car battery brands. We are the car battery found in most new vehicles including leading brands such as Ford, General Motors, Toyota, Honda, and Nissan. Our 16,000 employees develop, manufacture, and distribute batteries for virtually every type of vehicle. We recover, recycle, and reuse up to 99% of our battery materials, leading sustainability practices in our industry. Clarios, formerly Johnson Controls Battery Group, is currently a Brookfield portfolio company. Learn more about us at www.clarios.com.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please apply. Diversity of experience and skills combined with passion is key to challenging the status quo. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process by emailing Special.Accommodations@Clarios.com. We are an Equal Opportunity Employer and value diversity in our teams in terms of work experience, area of expertise, gender, ethnicity, and all other characteristics protected by laws in the countries where we operate. For more information on our commitment to sustainability, diversity, and equal opportunity, please read our latest report. We want you to know your rights because EEO is the law.

A Note to Job Applicants: please be aware of scams being perpetrated through the Internet and social media platforms. Clarios will never require a job applicant to pay money as part of the application or hiring process.

To all recruitment agencies: Clarios does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Clarios employees or any other company location. Clarios is not responsible for any fees related to unsolicited resumes/CVs.