2nd Shift Remote Work Cell Specialist Service Supp Coord

Job title: 2nd Shift Remote Work Cell Specialist Service Supp Coord in Devens, MA at Johnson Controls

Company: Johnson Controls

Job description: Unleash your potential 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 our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. 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.Join the Johnson Controls family and thrive in a culture that values your voice and ideas.Your next incredible opportunity is just a few clicks away!Here's what we have to offer:

• Competitive Pay


• Paid vacation, holidays, and sick time.


• Comprehensive benefits package, including 401K, medical, dental, and vision care - available from day one.


• Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources.


• Encouraging and collaborative team environment.


• Dedication to safety through our Zero Harm policy.


• JCI Employee discount programs (The Loop by Perk Spot).


• Check us out: A Day in the Life of the Building of the Future - https://youtu.be/pdZMNrDJviY]

What you will do:The Universal Work Cell Specialist will be part of a dedicated, work team which will provide all-inclusive support to a selected few Strategic National Account customers. The Work Cell will provide for a consistent, effortless experience to promote customer satisfaction, maximize account growth, and increase retention and revenue. The Work Cell will contain the required functions to deliver this inclusive account support: contract validation and entry, service billing, service support, quoted services, and work order management. The Universal Work Cell Specialist will be experienced in one or more of the work cell functions and then trained into the other functions, in order to flow to the work as required. This position will report to the National Accounts Work Cell Manager.How you will do it:

• The Service Support Coordinator (SSC) will serve as primary point of contact for selected Strategic National Account customers, managing service request intake through calls, emails, work order management system, or other means, and following up with the required internal resources to ensure service and inspections have been delivered on time and as per scope of contract.


• The SSC will achieve resolution of customer concerns/escalations requiring thorough investigation and collaboration across the Fire, HVAC and Security domains.


• The SSC will manage service request intake through work order management systems, emails or other means, following up with the required internal resources to ensure service and inspections have been delivered on time and as per scope of contract.


• The SSC is responsible for maintaining strong customer relationships through responsiveness to their needs while driving SLA performance for all service and inspection KPI metrics. Develop and provide updates and reporting related to account performance as required by customer and Work Cell Manager.


• Lead or assist in invoice dispute resolution as required by Work Cell Manager, Create and lead quarterly business review discussions for assigned accounts


• Follow the policies and standard operation procedures that govern the Work Cell and functional processes within the work cell.


• Learn and develop competencies in all work cell functions. Flow to the work and support work cell teammates as required to provide effortless customer service for the selected customers.

What we look for:

• High school diploma or equivalent.


• Minimum of 3 years of work experience, with at least 1 year being within customer service, sales, or order to cash functions.


• Superior communication, organization, follow up and time management skills.


• Demonstrated experience with successful customer escalation management.


• Demonstrated ability to work across organizational boundaries driving alignment and engagement on behalf of the customers they support.

JCI employees are valued members of the Johnson Controls family. They are dedicated, skilled, and passionate individuals who contribute to the success and growth of our company. We prioritize creating a positive and inclusive work environment that fosters collaboration, innovation, and personal development. Our employees are encouraged to voice their ideas and opinions, knowing that they will be heard and valued. We believe in investing in our employees' well-being, providing competitive salaries, comprehensive benefits packages, and opportunities for career advancement. With a strong emphasis on safety and a commitment to sustainability, JCI employees play a crucial role in shaping a smarter, healthier, and more sustainable future for buildings and communities worldwide.Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit . If you are an individual with a disability and you require an accommodation during the application process, please visit .

Expected salary:

Location: Devens, MA

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