The Work Cell coordinator II may wear many hats. Their primary function could differ from time to time depending on where the need is highest. The Billing Coordinator approves and enters data associated with preparing receivable invoices for an assigned queue of customers in a fast pace office environment. The role will assist internal and external customers regarding billing inquiries while ensuring accuracy, accountability, and timeliness to the customer. This role will report directly to the Manager, Program Services. The Billing Coordinator will also have additional responsibilities working in a cross functional environment supporting select National Account customers (Top 50 Accounts) within the Work Cell Design Team that include duties within Order Validation, Installation Coordination and Technical Services roles. TheInstallation Coordinator is the principle communication conduit and support for the National Accounts Manager (Sales) and the Customer with regards to the Field Installation Organization and Project Management Group. The Installation Coordinator owns the management of installations by focusing on backlog management using the Tyco Installation Portal (TIP). It is the responsibility of the Installation Coordinator to make sure that the customer's expectations are clearly represented in the documentation provided and subsequently reflected in the Installation Coordination System. The Installation Coordinator will work closely with the Field Organization to ensure on-time installation delivery and customer satisfaction. The Programmer will provide specialized technical support by performing upload and download related functions for specific National Accounts.The position utilizes knowledge of low end, high end panels and special programming projects.The position requires high degree of technical ability to research and resolve issues on DMP, Radionics, Focus, Safewatch, Vista and DSC panels, including special programming projects. This role will report directly to the Manager, Program Services. The Work Cell Coordinator II will also have additional responsibilities working in a cross functional environment supporting select National Account customers (Top 50 Accounts) within the Work Cell Design Team that include duties within Order Validation and Billing roles.
Ensures billing parameters match the customer's Contractual Agreement as applicable Document / verify requested changes to customer billing parameters Provide internal/external communication on accounts billing status discussions via meetings, conference calls and written communication Maintain documentation in designated centralized customer file Utilizes multiple systems to ensure accurate billing of invoices
Use creative techniques and flexibility to provide any specialized billing requests of the customer within TycoIS systems Review and contribute to daily, weekly, and monthly reports Other duties as assigned Using the installation management tools, provide clear and accurate communication Ensure that all new installations booked through the National Account Support Center are clearly represented in the backlog.
Comply with all requirements for information including, but not limited to, various installation milestones, estimated closed date, customer due date, and permit information. Regularly review the installation backlog of assigned customer(s). Maintain regular contact with respective National Account Manager, assigned customer, and the Field Organization. When requested by the National Account Manager, participate in conference calls as required. Ensure general information and project status is documented
Maintain all customer driven changes within TIP. Provide weekly customer reports. Ensure TIP record is updated immediately with records of all communication between Installation Coordinator and all internal and external customers. Act as the conduit between Field Organization, National Account Manager,Customer, and Project Management Group to resolve installation issues. Take inbound phone calls from technicians requesting uploads and downloads, programming information into new or existing accounts in response to technician request or by scope of work
Generates field service work order requests when unable to establish remote DLL session Completes data entry into programming if required when completing a download Resolves technical issues through research and investigation and responds back to appropriate parties via phone Performs and issues confirmations when panel download has been completed All other duties as assigned
Must be able to work without direct supervision Ability to multi-task and work in a cross functional environment Professional Communication Etiquette (Verbal and Written) Multi-tasking and Organizational Skills Self-Motivated and Self-Driven
Required Qualifications - Education, Skills & Experience
Preferred Qualifications - Education, Skills & Experience
Bachelor's Degree Preferred Experience in high volume invoicing call center or similar environment 3-5 year Billing experience preferred
3-5 year Customer Service experience preferred Experience in high volume call center or similar environment Two (4) years of customer service experience with a focus on logistics and planning. Two plus (4+) years of experience as a coordinator or within a coordinator role, a plus. (4+ years) technical background experience
(2 years) experience programming alarm panels Ability to perform technical research to resolve complex problems in various versions of Focus, Safewatch, Vista, Radionics, DMP and DSC panels Demonstrated knowledge of all panel types and special programming group projects (PGP)
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Johnson Controls, Inc.
Mar 07, 2025