HVAC Field Ops Program Lead - Training & Support

HVAC Program Lead – Training & Support

At Johnson Controls, you’ll help strengthen HVAC service operations through training, coaching, and performance support that improve consistency for teams and customers. This role partners closely with local markets and field leadership to build capability, standardize best practices, and support operational results.

You will lead programs that connect training, support resources, and process adoption to day-to-day execution, helping teams work with confidence in a fast-paced environment.

Role Overview

The HVAC Program Lead – Training & Support is responsible for the strategy, development, and execution of training and support programs across assigned regions. Under the general direction of the HVAC Service Operations Manager, this role strengthens business processes, reinforces operational discipline, and helps drive customer satisfaction and financial performance through effective enablement.

What you'll do

• Lead the design, development, and delivery of training and support programs that build knowledge, strengthen capability, and promote consistent execution across service and administrative support teams.
• Partner with local markets, the administrative team, and business leaders to align training and support priorities with customer needs, financial targets, and operational objectives.
• Identify capability gaps, assess training needs, and implement support strategies that address performance challenges and reinforce key business initiatives.
• Develop, maintain, and communicate training materials, support resources, and best practices to promote consistency, knowledge transfer, and operational effectiveness.
• Ensure training and support activities comply with company policies, internal controls, and operational procedures while reinforcing audit readiness and process accuracy.
• Develop and maintain training curricula, process documentation, job aids, and communication materials to support onboarding, sustainment, and knowledge sharing across assigned regions.
• Provide leadership, coaching, and direction to training and support teams to strengthen day-to-day execution, improve adoption of best practices, and drive performance improvement.
• Establish and maintain support delivery standards aligned with business objectives to promote sustainable, profitable growth through effective training and team support.
• Partner with HVAC Domain and functional teams to support the rollout of new tools, system enhancements, process changes, and strategic initiatives through structured training, communication, and field support.
• Lead the implementation, adoption, and sustainment of new tools, systems, and process changes by establishing training plans, support strategies, and follow-up routines for local market teams.
• Monitor, analyze, and report on training effectiveness, support trends, and key operational performance indicators to identify risks, measure impact, and improve results.
• Drive standardization and continuous improvement of training, support, and service enablement processes across local markets to improve efficiency, accuracy, and customer satisfaction.
• Support customer satisfaction and business performance by ensuring training and support teams are equipped to execute service strategies, maintain process discipline, and contribute to service planning and account support activities.
• Coordinate with leadership to prioritize business needs, allocate training and support resources effectively, and execute initiatives that improve operational performance, employee capability, and profitability.
• Support employee growth and development through coaching, feedback, and ongoing capability building.
• Perform other duties as assigned by leadership.

How you'll do it

• Stay close to the work by partnering with field leaders, local markets, and administrative teams to understand real capability gaps and operational needs.
• Build practical training, coaching, and follow-up routines that improve adoption, reinforce standards, and help teams execute correctly the first time.
• Use clear documentation, job aids, and communication plans to support new tools, process changes, and ongoing knowledge sharing across regions.
• Track training effectiveness, support trends, and KPI movement so you can identify risks early, remove obstacles, and improve every day through candid problem-solving.
• Lead with accountability, integrity, and safety while bringing people together across functions to win as one team.

Required

• Minimum of 8 years of service industry experience with responsibility for training, team leadership, support operations, or service process improvement.
• Demonstrated ability to work independently, manage multiple priorities, and apply strong organizational skills with attention to detail.
• Strong interpersonal, facilitation, and communication skills with the ability to engage effectively with internal and external stakeholders.
• Proven ability to coach teams, influence cross-functional partners, and drive adoption of new processes, tools, and business practices.
• Demonstrated success managing a broad range of projects, tasks, and issues with professionalism, collaboration, and persistence.
• Ability to prioritize work based on business impact and desired operational and financial outcomes.
• Strong written and verbal communication skills, with demonstrated experience in training development and performance management.
• Experience with service management software and financial or operational systems.
• Ability to represent Johnson Controls professionally and communicate effectively with individuals at all levels of the organization.
• Ability to operate in fast-paced environments and travel up to 50%.

Preferred

• Experience supporting HVAC service operations, field leadership, or local market enablement.
• Experience developing training curricula, process documentation, job aids, and communication materials.
• Experience leading the rollout of new tools, system enhancements, or process changes.
• Experience monitoring training effectiveness, support trends, or operational performance indicators.
• Experience supporting service planning, account support activities, or customer satisfaction improvement efforts.

HIRING SALARY RANGE: $71k-107k (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us.

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.