Technical Customer Service Representative

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Johnson Controls is seeking a Technical Customer Service Representative to service the ANZ region from AUS Caribbean Park, Australia, in a full-time onsite role. You will acknowledge and process orders, issue quotes, respond to inquiries, maintain accurate customer dates in the ERP, and flag delays to clients while coordinating with logistics, demand planning, technical support and sales to help hit revenue and deadlines. The ideal candidate thrives under pressure, communicates clearly, and uses Salesforce and ERP tools to track complaints, backorders and resolutions. To apply, tailor your CV to show cross-functional collaboration, timely delivery and problem solving with concrete metrics, and align with JCI’s diversity and high-performance culture. Apply now.

Johnson Controls is powered by your talent.

At Johnson Controls, we’ve been making buildings smarter and safer since 1885 and our capabilities, depth of innovation, experience, and global reach have been growing ever since. Our diverse global team offers the world’s largest portfolio of building products, digital technologies, software, and services to transform the environments where people live, work, learn and play. 

About this role:

The Technical Customer Service Representative (TCSR) is accountable for excellent customer service experience in the ANZ region. The TCSR will have frequent interactions with internal stakeholders such as sales and operational teams (factories) within the organisation. To provide the highest possible level of service, the TCSR will have to interact directly with clients and adhere to policies and procedures as instructed.

Key Responsibilities:

• Acknowledge new orders and process them in a timely manner. Orders will include, but not limited to, spares, BTO’s, CCU’s and Licenses.

• Issue quotes for spares as requested, including pricing and availability.

• Acknowledge and respond to enquiries in a timely manner.

• Maintain and commit to accurate Customer Requested Dates in the ERP system.

• Any delays or extended lead times must be communicated to clients immediately.

• Assist the business in achieving its sales goals (both revenue numbers and deadlines).

• Coordination of activities with many departments, including logistics, demand planning, technical support, product management and sales.

• Execute timely shipping arrangements with customers

• Active use of Salesforce for communications, orders, and customer complaints.

• Investigating and resolving client issues

• Committed to effective backorder management, following up orders that are overdue.

• Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Manager of any difficulties in a timely way.

• Actively engage with overseas internal factories to ensure seamless execution.

• Appropriate Salesforce escalation of complaint cases to L&D department, sales reps and management.

• Monitor the status of complaints and ensure that they are resolved and closed in a timely manner

• Ensure clear roles and responsibilities between the functions and free up sales reps for more face time with customers

• Increase solution-focused customer service.

• Cross training team members

• Backup other TCSR when they are not available.

Performance Indicators:

• On time delivery report

• Backorder report

• Aging orders report

• Revenue forecast report

• Salesforce complaint cases report

• Good cooperation, communication, and a team player with all internal and external stakeholders

Required skills:

• Relevant Customer Service experience

• Good communication and interpersonal skills

• Passionate about customer service and excellent telephone manner

• High level of integrity and able to work under stress with on-time deliverables

• Good planning and prioritization skills

• Self-starter and independent

• Good attention to detail and proactive individual

• Knowledge of ERP’s, Salesforce & MS Office beneficial.

If you are interested in this role, please click the Apply now button.

JCI’s Diversity & Inclusion 

Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate.  Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands.