National Field Coordinator II

Johnson Controls is a growth company. And not just because we've posted increased sales for over 58 consecutive years. We also do all we can to give people the chance to grow. Our employees enjoy working at a place that offers great advancement opportunities, training, benefits and more. You'll be challenged to innovate, encouraged to apply your knowledge and well-rewarded for results.A Fortune 100 company, Johnson Controls is a global leader offering solutions in automotive systems and facility management and controls. We've been consistently recognized as one of the world's 100 best-managed companies. Our family includes more than 118,000 employees on six continents. Their health and safety is paramount to our success. We value teamwork, integrity and diversity. And we welcome anyone who shares our commitment to excellence.EOE/AA Employer

Under direct supervision, performs inbound call handling and back office support activities with primary emphasis on maintaining increased level of customer satisfaction.  Work requires good customer relation’s skills and a high-level technical understanding of Johnson Controls business offerings.

 

PRINCIPLE DUTIES:
1. Manages inbound calls from national account customers, and after hour customers calling for branch related services in accordance with each program processes during shift.
2. Utilizes customer service and computer skills to professionally and proficiently manage customer contact online in a service management database in order to meet national operations center performance goals for customer satisfaction, service level and call quality.
3. Utilizes service management system database modules and peripheral applications online to quickly identify customer account information.  Evaluates contractual obligations, level of coverage, systems and/or equipment, warranty conditions and other account related information to respond effectively to customer needs and in accordance with national and local service processes.  This includes obtaining authorizations for service, verifying billing address and any special handling needs required to meet customer’s invoice expectation.  Performs new customer process steps required for credit verification and or refer customer to appropriate departments when ‘credit hold’ condition exists.
4. Utilizes knowledge of Johnson Controls’ business offerings to question customer in order to resolve specified questions or to determine impact of problem to customer’s business goals and objectives.  Establishes appropriate action plan for time of day and priority.  Determines when ‘critical’ systems issues require immediate escalation (i.e. life threatening, revenue-property risk problems, hazardous material and safety situations).
5. Accurately posts reported service request information into a service management system.  Posted documents include daily faxes of service tickets, material purchases, and other service ticket job related transactions.
6. Supports billing activities by researching and auditing service requests and processes billing credits.  Verifies information accuracy between timesheets and service orders. Using billing decision input from field service personnel, processes and audits service request information using a service management system.  Brings problems or complaints to the attention of management. 
7. Supports account management activities by supplementing completion of such duties as PSA proposal document generation, Customer Value Report preparation, and PSA renewal letter generation.  Under supervisor’s direction and using a service delivery plan, may also enter scheduled service visits into a service management system.
8. Works with department and field personnel to ensure timely schedule and completion on all open service requests received to ensure customer satisfaction which impacts Johnson Controls ability to collect revenue for services performed.
9. Partners closely with the Branch Service groups and field service teams, provide input to develop strategies that will support efficient execution of service backlog obligations that meet or exceed customer’s expectations. 
10. Provides additional service administration support as required. REQUIREMENTS
High School diploma or equivalent with one to two years related experience in service coordination for a service organization. Able to effectively communicate and follow up with customers in a busy service National Operations Center environment. Demonstrated ability to simultaneously handle a large and diverse number of service activities where tact and cooperation are crucial.  Able to work independently in a self directed mode to meet defined goals and customer objectives.  Familiar with personal computer based applications such as Windows and MS Office (MS Word, Excel).  Possesses building systems knowledge or aptitude, demonstrated proficient written and verbal communication skills, problem solving skills, and the ability to multi-task.