Program Administrator

Convergint

11h•Remote

About The Position

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Global Delivery Program Administrator to join our amazing culture. In this role, you will assist with monitoring and coordinating operational requirements of global/strategic customer engagements for specific accounts. Assist with communicating and enforcing adherence to specific customer standards, industry best practices, code requirements and/or market regulations, so we are “our customer’s best service provider”. Always represents Convergint as a leader by driving consistency in delivery of all Convergint services across multiple locations, regions and countries. As a Program Administrator, you are a part of a dynamic team that allows you to grow as Convergint grows.

Requirements

Exceptional telephone and personal customer service skills and ability to work under pressure
Strong proficiency in Microsoft Office products, including Word, Excel, PowerPoint, Visio and Project
Exceptional written and oral communication skills, with ability to deliver presentations to multiple levels of an organization
Strong ability to produce results through others
Strong financial knowledge and skills—ability to understand financials such as accounts receivable/payable, purchase orders, profitability, etc.
Strong organizational skills and the ability to handle multiple tasks simultaneously
Excellent attention to detail
Strong flexibility to adapt to changing priorities and direction in a dynamic work environment
Shows initiative – regularly engages in proactive behavior and looks for opportunities
Excellent ability to facilitate a collaborative working environment for customers and team members
Project and service financial competencies
Experience with contract administration
Strong work ethic with personal motivation to function individually and part of a team
Understanding of appropriate levels of protection regarding to customer personnel, information, and property, both real and intellectual
Strategic thinker with analytical problem-solving tools and techniques
College degree, trade school or equivalent experience
Minimum Experience: 4 years operations, field service or project management
Diploma and/or certificate in Business Administration or related office experience

Nice To Haves

Industry experience in 1 or more of the following: electronic security, fire alarm & life safety, building automation or IT industry

Responsibilities

Monitors all open work orders working with local Convergint offices (CTCs) for updates and resolutions, providing direction on solutions based on knowledge of customer requirements and history. Analyzes complex problems and delivers solutions where precedent may not exist. Looks beyond the immediate problem to the wider implications. May need to handle urgent customer issues after hours.
Distributes customer-issued POs to local CTC and ensures that they know the correct processes and customer requirements prior to dispatching a Specialist.
Generates and/or reviews invoices for service and installation, submitting them in a timely manner to the customer for payment. Monitors open work orders within financial system (Spectrum) to ensure “days to invoice” requirements are being met.
Monitors profitability for work orders and Customer Service Program (CSPs) as it relates to assigned accounts bringing areas of concern to the attention of the Program Manager. May be requested to participate in strategy meetings to improve profitability.
Maintains iCare sites and customer information by entering new sites, modifying existing sites and handling all general enquiries for assigned accounts. Provides customer training and demonstrations on iCare. Assists with onboarding new accounts as requested by the Program Manager.
Produces weekly, monthly, quarterly financial and/or performance reports, as requested by assigned accounts and/or Program Manager.
Assists Program Manager in preparing information for Quarterly Business Reviews; may be required to participate in their presentation.
Attends weekly status meetings/calls; may conduct the meeting/call in the absence of assigned Program Manager.
Assists Program Manager/Account Executive with CSP renewals; monitoring expiration dates, working with Program Manager or Account Executive on pricing, and/or scope of work/Terms & Conditions. May be required to work on administrative tasks with customer.
Assists Program Manager and Account Executive in providing standard pricing for specific accounts. Sets up customer template in proposal generation system (MiQuote) to ensure each quote to customer is uniform in format and information.
Maintains accesses to customer-specific payment systems; trains local CTCs on process and procedures as it pertains to each system and uploading invoices.
Assists Program Managers in creating and implementing processes that will result in improved delivery and profitability as it related to assigned accounts.
May be required to accurately and promptly enter work order purchase orders into Spectrum and processes order. May be required to procure standard parts/materials for service work orders.
Assists Program Manager with creating and implementing the customer-specific Playbook. May be required to create Playbook without any assistance; working closely with customer and/or Account Executive to finalize document.
Provides service quotes to customers with the assistance of the Program Manager or Account Executive.
Schedules and follows up on all monthly maintenance for customer accounts, ensuring timely communication with contract customers, key customers and sub contractors. Meets monthly to discuss expiring contracts and to review upcoming PM visits.
Establishes and maintains a customer satisfaction feedback process with follow up and call back procedure, sharing senior management with appropriate feedback. Generates new and innovative solutions to complex problems.
Performs other duties and responsibilities as requested or required.