HVAC TB Customer Svc Rep

Johnson Controls; Madison Heights (MI); On-site; USD 30,000 - 51,000; Full time

Benefits offered by this job

Benefits package

Job summary

Johnson Controls, a global leader in thermal management and building systems, seeks a dynamic professional for PSA tracking, renewals, costing and contract management in Madison Heights, MI. You will collaborate with account owners and CSR teams to ensure accurate forecasting, timely renewals, and compliant invoicing.

The role involves preparing service billings, resolving billing or AR issues, and updating service delivery plans as needed.

Qualifications

• Experience in PSA tracking and contract renewals.
• Ability to develop cost estimates and manage billing.
• Strong collaboration with CSR teams and account owners.
• Experience with invoicing and accounts receivable processes.

Responsibilities

• Schedule, track, and monitor touch point plans and renewal life cycle with account owners.
• Escalate issues for timely follow-up as required.
• Review monthly secured and executed revenue forecasts and monitor booking.
• Ensure renewal standards are applied across all assigned branches.
• Interact with customers to secure purchase orders or meet special invoicing conditions.
• Maintain customer account data and support service administration.

Skills

PSA tracking

Renewals

Costing

Contract management

Accounts receivable

Billing

Customer communication

Job description

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

How You Will Do It

This role is focused on Preventative Service Agreement (PSA) tracking, renewals, costing and contract management.

Main Responsibilities

• Responsible for the scheduling, tracking and monitoring of the touch point plans and the contract renewal life cycle process with the account owners.
• Escalate issues to appropriate individuals for timely follow-up as required.
• Reviews and drives monthly secured and executed revenue forecasts and monitors the booking process
• Ensuring renewal standards are consistently applied and executed across all assigned branches
• Addressing complex field questions and non-standard renewal scenarios
• Maintaining daily engagement with CSR teams via chats and support channels
• Developing accurate estimates that reflect business expectations
• May require direct interaction with customers for follow-up to secure purchase orders or to meet special invoicing conditions.
• Updates the Service delivery plans as required by team.
• Runs query reports, researches and reconciles unaligned costs, such as labor hours, material purchases, expenses and other service-related transactions.
• May prepare and submit service billings in a special invoice format as defined by individual customer account special handling requirements.
• Reconciliation of accounts payable exceptions as necessary.
• Researches, resolves or escalates accounts receivable disputes as outlined in the escalation process.
• Works with Accounts Receivables contact to assist with resolution of truck-based team A/R issues.
• Determines appropriate actions for timely resolution.
• If needed, will interact with Customer to resolve receivable issues.
• Processes invoice credits and re-bills, as necessary.
• Proactively contacts customers ensure customer satisfaction and a commitment to pay.
• Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up to date.
• Support inventory control process including updating equipment asset transactions.
• Provide additional service administration support, as required.

Periodically performs duties of the Customer Resource Coordinator as overflow demands

• Other duties and administrative activities as assigned
• Ensuring renewal standards are consistently applied and executed across all assigned branches
• Addressing complex field questions and non-standard renewal scenarios
• Maintaining daily engagement with CSR teams via chats and support channels
• Marking lost PSAs accordingly
• Driving increased in month renewals

HIRING HOURLY RANGE: $21.63 -37 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us