Equipment Customer Operations Associate

Johnson Controls, Inc. Sparks , MD 21152

Posted 2 months ago

Job Details

What you will do

Under general supervision, coordinates all equipment contract scheduling, revenue forecasting, billings, collections, vendor purchases and subcontract creation with guidance from the Project Owner and Team Leaders and Equipment Sales Agents. Partners effectively with the Equipment Operations Team Manager(s) to ensure financial commitments are met monthly, quarterly, and annually. Ensures work performed is in compliance with state, local, federal, and legal requirements and operates with the highest of ethics and all work is completed in a reasonable timeframe. Analyzes and assesses operations agent team performance and adjusts as needed to enhance operations performance in a cost-effective manner. Develops relationships with our customers and vendors/subcontractors to facilitate payables and receivables effectively.

How you will do it

  • Answers any customer inquiries and resolves or escalates issues, as appropriate.

  • Supports booking of all equipment contracts, including stock chiller process ensuring accuracy on addresses, tax, terms and including monitoring equipment contract booking, approvals as well as holds and assists in resolving with Contract Accounting.

  • Monitors all communication holds, CRSD and entry of updates, shipping holds, alerts and factory communications to ensure prompt reconciliation of issues.

  • Places orders with commercial factories and/or 3rd party vendors, answers questions from vendor/subcontractors and communicates with team on any issues needing attention.

  • Supports SAE/EQ Sales Agents release/processing of applied equipment. Reviews the orders and resolves any non-configuration/technical order processing errors in IIS.

  • Coordinates contract scheduling to align backlog to plan and forecast. Follow up on tasks to ensure completion in an established timeframe (i.e. vendor/subcontract invoices, billing, material purchases, etc.). to meet monthly financial commitments.

  • Assists with initial creation of favorable schedules of values and reviews with SAE, monitors equipment shipment reports to perform billing timely and in accordance with terms and conditions and shipping terms, and ensures EW billing is accurate. Processes credits and obtains approvals, as necessary.

  • Develops and maintains viable long-term relationships with customers, factory contract operations and vendors.

  • Participates in business review meetings by preparing and discussing critical contract information pertinent to current profitability status (i.e. AR disputes, slippage issues, un-booked change orders, billings). Researches and follows up on questions identified during monthly business (backlog) review.

  • Issues SR for Start-up and assist in coordination of service turnover with CSA.

  • Resolves collection issues or facilitates escalation on scope issues (with SAE) and follow up to clean up invoice disputes.

  • Ensures that all customer contact information required to support customer satisfaction activities are entered in appropriate BSNA tools.

  • Facilitates certified payroll reporting for PCATS via communication with CSA as required, and any other contractual requirements related to back-office processes.

  • Upon equipment contract completion, reconciles all contract close out activities monthly including validation of start-up (PCAT) with service department.

  • Facilitates administration of warranty claims on any equipment related items, coordinates with service and centralized warranty team to ensure customer is served and warranty claim is fully processed.

  • Ensures that all BSNA standard tools, processes and programs are followed to optimize JCI profitability

  • Other duties and administrative activities as assigned.

What we look for

  • Associate degree preferred, high school diploma or equivalent required, plus a minimum of two to five years of industry experience managing or supporting operations teams and / or scheduling.

  • Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.

  • Must have strong interpersonal skills to effectively communicate with both internal and external clients.

  • Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.

  • Able to prioritize work activities based upon monetary impact to desired business goals.

  • Experience and/or basic project accounting or costing principals is desired. Able to influence diverse teams to accomplish tasks/goals.

  • Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, ACCESS, PowerPoint, and Internet business application usage.

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 EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.


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Equipment Customer Operations Associate

Johnson Controls, Inc.