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Job Category:
Other

Employer:
Johnson Controls

Job Title:
Global Service Program Coordinator

City:
Birmingham

State/Province:
AL

Job Posting End Date
1/31/2022

Description:

Global Program Coordinator
United States of America, Alabama, Birmingham
Sales & Marketing
WD30133335335

Click here for Johnson Controls' Covid-19 response

What you will do The Global Service Management Team serves Johnson Controls Tier 1 global customers who avail of the Global Service Program. The team support customers and in-region sales and service teams by managing global customers’ service needs. The Global Service Program Coordinator is responsible for building and maintaining relationships with all key global team members, and operations and service teams within JCI globally, to ensure customer satisfaction, loyalty and continued growth. Responsibilities include: manage the operational activities, service execution and escalation management.

Details:
How you will do it
Global Service Program Coordinator will be responsible for managing Tier-1 customer’s global service tickets and issues raised by customers, acting as international coordination and escalation point of contact, serving as an intermediary between customers and local service teams.

  • Committed to improving the customers Global Service Program experience through metrics & SLA analysis. Provides ad-hoc/weekly/monthly service reports to customers to show current statuses of service cases and also provide trend analysis impacting customer’s global services.
  • High level of client interaction by being responsive to urgent escalated situations that arise, prioritizing and working out solutions according to business impact for the customer.
  • Represents the Global Service Program team in customer facing environments to present Global Service Program updates, service performance metrics, and progress on strategic initiatives during quarterly business reviews. Facilitating weekly, monthly and quarterly customer calls providing updates on service cases and provide analysis on team performance.
  • Resolves ongoing escalated service cases by identifying the issues impacting customers by carrying out root cause analysis with the aim to avoid future issues impacting service.
  • Assist with the on-boarding, training, administration, and enhancement projects for customer-facing service requests and manage the web-tracking portal (“Global Service 360” via Salesforce Communities Application).
  • Ongoing end-to-end review of the Global Service Programs escalations processes and manages customer focused service improvement projects that can be implemented to reduce the turnaround times on closing escalations.
  • Develops and maintains effective working relationships with select client operational teams, global strategic account directors, manager’s and executives, JCI centers of excellence, and other subject matter experts as required for position success.
  • Builds and maintains internal relationships within both sales and operations, as well as coordinating with numerous internal contacts in all regions of the world to ensure successful pre and post-sales support of our customers’ needs.

Required Qualifications:

  • Associates Degree or equivalent combination of education and experience
  • 3+ years of experience in business operations (customer operations or equivalent corporate function) in fast paced growth companies.
  • This position can be remote or is located in Birmingham, AL
  • Program/Project management experience and or certifications.
  • Experience and passion in leading continuous improvement strategies and making data driven analysis and decisions.
  • Ability to structure complex problems, originate new solutions/ approaches and develop recommendations
  • Strong interpersonal skills and the ability to interface at different levels within the organization both in person and remotely.
  • Experience in collaborating, leading and developing junior teammates.
  • Ability to work without direct supervision or from a remote setting.
  • Ability to influence others without direct authority.
  • Excellent verbal and written communications skills.
  • Strong listening and presentation skills.
  • Strong planning and organizational skills with the ability to multi-task and manage time effectively.
  • Ability to identify and analyze internal/external customer needs.
  • Experience in international business is preferred.

Where legally permissible, if hired, candidate is required to be fully vaccinated against Covid-19 no later than his/her start date, unless candidate has a valid medical condition or sincerely held religious belief precluding he/she from receiving the vaccine.

Preferred

  • University degree or equivalent.
  • PMI certification would be an advantage

About Us: Johnson Controls 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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/tomorrowneedsyou.

How to Apply
http://k.rfer.us/JOHNSONCTRLXLFtrX

Application Due Date
1/31/2022