Work Order Management COE Program Specialist

Johnson Controls-posted 8 months ago
Full-time • Mid Level
Specialty Trade Contractors
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As a global leader in smart, healthy, and sustainable buildings, Johnson Controls is on a mission to reimagine the performance of buildings to serve people, places, and the planet. 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. This role is accountable for ensuring that assigned accounts have a smooth, successful On-Boarding to Johnson Controls, from prior to contract signing through the life cycle of the customer.

  • 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.
  • Interact with customers to resolve issues, onboard customers into the portal, and provide JCI documentation.
  • Manage user access, assist with password resets, login issues, and training on portal functionalities.
  • Handle account location, chat, and email inquiries.
  • Manage disputes (via email) and ensure invoices are correctly uploaded and processed.
  • Audit portals for active users and customers, deactivate where necessary, and update internal reporting.
  • 5 years of 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.
  • Familiarity with HVAC, Fire, and/or Security building solutions businesses.
  • Familiarity with Facility Management Sites such as Service Channel, Coupa, Ariba, Textura.
  • Project management experience preferred.
  • Bachelor's degree preferred.
  • 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).
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