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Customer Support
WD30102048287 Requisition #
Responsible for coordinating high volume, time sensitive, and critical project functions across the value chain. Target customers are global in nature, thus the role includes exposure to international sales and operations team members.

Principal duties:
  • Coordinate and manage hand-off’s and track the work between the design teams, application engineers, and off shore resources (in order to meet customer expectations)
  • Coordinate and work with engineering teams to ensure project bill of materials and designs follow documented customer standards
  • Review/submit initial system design to customer and monitor design approval process
  • Salesforce account creation is required for domestic customer projects
  • Compass estimate creation is required for domestic customer projects based on engineering created scope and bill of materials
  • International projects require creation of initial pricing sheet leveraging standardized global pricing (when applicable) and coordination with JCI regional/country contacts for local pricing requirements and completion
  • Follow up and review with JCI regional/country contacts to ensure local pricing and equipment additions to align with customer standards
  • Finalize and submit proposal according to approved customer format (follow up when needed)
  • Track and report on all pre-sales activities and milestones to program manager, Strategic Account Manager and customer
  • Assist our local teams on technical issues reported for international projects, i.e. troubleshooting for resolution
  • Track receipt of customer approvals and purchase orders for all projects

  • Facilitate/manage field calls from customers and Strategic Account Mangers inquiring about orders, proposals, and installs
  • Facilitate conference calls and tracking of projects
  • Provide continuous job progress updates to the team and to customer (using internal and external databases)
  • May participate in customer visits and business meetings
  • Coordinates, communicates and tracks all global and domestic project progress and milestones
  • Assist with customer escalation initiatives and problem resolution
  • Track/resolve all post-installation problems
  • Maintain monthly and weekly reporting
  • Maintain monthly Salesforce reporting
  • Disburse weekly Salesforce reporting
  • Reviewing drawings before going out to ensure that they meet customer standards, including revisions (CAD – REVIT – PDF)
  • Submit inspections and site surveys and manage SLA’s to ensure that deadlines are met and that penalties are incurred
  • Ship equipment if needed (globally and domestically)
  • Determine which local PM will have the bandwidth to manage a project
  • Associates or Bachelor’s Degree
  • 1-2 years sales / project coordinating experience required 
  • Excellent oral and written communication skills. 
  • Ability to effectively interact with internal organization and customer representatives. 
  • Possess high level of PC literacy.

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