Work Order Management COE Program Specialist

Build your best future with the Johnson Controls team

As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer

• Competitive salary and bonus
• Paid vacation/holidays/sick time - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on-the-job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)

What you will do:

The Enterprise & National Accounts On-Boarding Center of Excellence (COE) Specialist ensures our most strategically important customers across BSNA are established in our systems and processes for maximum success. From prior to contract signing through the life cycle of the customer, this role ensures alignment across our organization with the commitments we have made to these customers. The specialist in this role is accountable for ensuring their assigned portfolio of accounts has a smooth, successful On-Boarding to Johnson Controls.

How you will do it:

• Manage the on-boarding of assigned accounts, including receiving invitations, uploading documents (COI, W9, Tax forms, etc.), Admin Access, updating the Customer Portal List, MultiLoc, and merging portals when necessary.
• Establish and publish cadence for measuring performance against expectations and ensure performance improvement initiatives are established if needed.
• Develop expertise in the work order management portals used by our customers and how JCI BSNA needs to support and interact with these portals.
• Partner with our contract entry and billing teams to ensure future financial transactions are formatted and submitted in a manner which results in quick payment, minimal disputes, and customer satisfaction.
• Ensure the initial set up of customers and JCI with new portal engagements are compliant with JCI terms and customer requirements.
• Handle de-escalation, investigation, and resolution of customer inquiries and partner with internal teams to address root causes and prevent recurrence, ensuring seamless communication and resolution.
• Lead and facilitate cross-functional meetings for issue resolution, enhancing connectivity and service delivery.
• Other duties as assigned.

Additional Tasks:

Customer Interaction:Interacting with customers to resolve issues, customer onboarding into portal, and providing JCI documentation. User Management:Managing access, assisting with password resets, login issues, and training on portal functionalities. Internal User Service:Handling account location, chat, and email inquiries. Dispute Resolution:Handling disputes (via email) and ensuring invoices are correctly uploaded and processed. Portal Audits:Auditing portals for active users and customers, deactivating where necessary, and updating internal reporting.

What we look for:

Required:

• 5 yrs. customer service operations experience.
• Strong communication, organization, follow-up, and time management skills.
• Demonstrated ability to work across organizational boundaries driving alignment and engagement on behalf of the customers they represent.
• Demonstrated ability to drive continuous improvement in a customer-facing organization.
• Proven ability to thrive in a fast-paced environment.

Preferred:

• Familiarity with HVAC, Fire, and/or Security building solutions businesses.
• Familiarity with Facility Management Sites such as (but not limited to) Service Channel, Coupa, Ariba, Textura.
• Project management experience preferred.
• Bachelor's degree preferred.