User Support Specialist II

Johnson Controls•Glendale, CA

11d

About The Position

Under specific direction, this role follows established procedures in the support of the North America HVAC Sales and Operations applications and business processes. The specialist will assist the Support Team Manager and other Subject Matter Experts with research, data analysis, answering questions, and resolution. This role works closely in a team environment to meet deadlines and conveys timely and quality responses to internal customers. The specialist will work with BNSA managers and other JCI teams in a team environment, working towards common, strategic goals. They will also work with HVAC Sales and Operations team members in the support of the Sales and Operations applications and business processes. The specialist will take direction from BSNA team members in responding to the North America field and centralized teams to resolve issues that stall or prevent the execution of business. This role will assist in the collection of data from various financial systems to support other BNA team members. The specialist will respond to customer inquiries by email or phone as directed by BSNA team members, providing supporting documentation in a timely manner. They will work to achieve timely contact, appropriate communication, and follow up with customers to resolve issues. The specialist will maintain documentation in a shared filing system and assist with the development or delivery of training material for BNSA User Support processes. This role follows established procedures and guidelines and is responsible for the promotion of and adherence to JCI’s safety policies. Other related duties as assigned.

Requirements

Knowledge of the BSNA Truck-Based and Installation businesses.
Strong verbal and written communication skills, as well as interpersonal skills a must.
Strong analytical and problem-solving skills.
Ability to handle high volume requests in an organized manner while staying focused on priorities and remaining professional.
Team player and approachable by other departments and peers.
Comfortable working in a fast-paced environment.
Demonstrated organizational skills.

Responsibilities

Works with BNSA managers and other JCI teams in a team environment, working towards common, strategic goals.
Works with HVAC Sales and Operations team members in the support of the Sales and Operations applications and business processes.
Takes direction from BSNA team members in responding to the North America field and centralized teams to resolve issues that stall or prevent the execution of business.
Assist in the collection of data from various financial systems to support other BNA team members.
Responds to customer inquiries by email or phone as directed by BSNA team members.
Provides supporting documentation in a timely manner.
Works to achieve timely contact, appropriate communication and follow up with customers to resolve issues.
Maintains documentation in shared filing system.
Assists with development or delivery of training material for BNSA User Support processes.
Follows established procedures and guidelines.
Responsible for the promotion of and adherence to JCI’s safety policies.
Performs other related duties as assigned.