Build your best future with the Johnson Controls team! 

As a global leader in inquisitive, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through substantial work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! This position is not eligible for Visa sponsorship.

What We Offer: 

• Competitive wages  

• Paid vacation/holidays/sick time - 15 days of vacation first year 

• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one! 

• Extensive product and on the job/cross training opportunities 

• Outstanding resources with encouraging and collaborative team environment 

• Dedication to safety through our Zero Harm policy 

What You Will Do: 

As a Customer Support Specialist, you will be in the office 2 days per week and 3 remote supporting the US, Canada, and Latin America and your hours will vary depending on what region you will be supporting. You will execute all administrative tasks relating to the Johnson Controls Fire Suppression parts and product and positively interact with customers via verbal and written communication.  

Part of your day-to-day tasks include:  

• Supervise a team of 5-10 employees 

• Handle escalated customer complaints 

• Clear backlog of dispute cases 

• Create SOPs to maintain backlog at a healthy level 

• Maintain SLA of 30 day max for open cases 

• Keep backlog for both water and material and special hazard teams under 300 cases 

• Review and close disputes with collections team 

• Follow up and coordinate internal resolution to customer complaints 

• Handle RMA credits 

• Manage Metrics  

• Supervise cases in Salesforce.com 

 What We Look For: 
Required  

• University degree or equivalent combination of education and experience 

• 3 years of supervisory experience  

• Minimum of 2 years CRM experience with Salesforce.com, SAP and/or JD Edwards 

• Must demonstrate a customer service focus with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns

• Experience prioritizing and carrying out multiple assignments effectively and concurrently 

• Excellent problem-solving skills

•  Ability to demonstrate proactive behavior

• Adept to working in a fast paced, team-oriented environment with quickly changing priorities

• Exhibits active listening skills  

• Attention to detail 

• Strong computer skills including proficiency with Microsoft Office suite of products  ​

 
Preferred: 

Previous experience leading a remote team

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.