Customer Care Service Support Coord

Job Overview

Johnson Controls is a global leader in building systems and solutions. This role focuses on preventive service agreement (PSA) tracking, renewals, costing and contract management to ensure timely and accurate service delivery.

• Schedule, track, and monitor touch‑point plans and the contract renewal life‑cycle process with account owners.
• Escalate issues to appropriate individuals for timely follow‑up as required.
• Review and drive monthly secured and executed revenue forecasts and monitor the booking process.
• Ensure renewal standards are consistently applied and executed across all assigned branches.
• Address complex field questions and non‑standard renewal scenarios.
• Maintain daily engagement with CSR teams via chats and support channels.
• Develop accurate estimates that reflect business expectations.
• Interact with customers to secure purchase orders or meet special invoicing conditions.
• Update service delivery plans as required by the team.
• Run query reports, research and reconcile unaligned costs (labor hours, material purchases, expenses, and other service‑related transactions).
• Prepare and submit service billings in a special invoice format as defined by individual customer account requirements.
• Reconcile accounts payable exceptions as necessary.
• Research, resolve, or escalate accounts receivable disputes as outlined in the escalation process.
• Assist with the resolution of truck‑based team A/R issues and determine appropriate actions for timely resolution.
• Process invoice credits and re‑bills as necessary.
• Proactively contact customers to ensure satisfaction and a commitment to pay.
• Update and retain customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses, and special billing rates.
• Support inventory control processes, including updating equipment asset transactions.
• Provide additional service administration support as required.
• Periodically perform duties of the Customer Resource Coordinator as overflow demand dictates.
• Mark lost PSAs accordingly.
• Drive increased month‑to‑month renewals.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer. 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.