Note: The job is a remote job and is open to candidates in USA. Convergint is a global serviced-based systems integrator focused on protecting customers’ lives and assets through integrated solutions. The Program Administrator monitors and coordinates operational requirements for global and strategic customer engagements, supports financial and service processes, and helps ensure consistent delivery across locations. The role also supports customer communications, reporting, renewals, scheduling, and process improvement.
Responsibilities
- Convergint's greatest strength is our people! Every colleague is encouraged to participate in our Recruit Awesome People program, helping us grow Convergint by promoting our colleague-first culture and referring top talent to the Talent Acquisition Team and hiring managers
- Monitors all open work orders working with local Convergint offices (CTCs) for updates and resolutions, providing direction on solutions based on knowledge of customer requirements and history. Analyzes complex problems and delivers solutions where precedent may not exist. Looks beyond the immediate problem to the wider implications. May need to handle urgent customer issues after hours
- Distributes customer-issued POs to local CTC and ensures that they know the correct processes and customer requirements prior to dispatching a Specialist
- Generates and/or reviews invoices for service and installation, submitting them in a timely manner to the customer for payment. Monitors open work orders within financial system (Spectrum) to ensure “days to invoice” requirements are being met
- Monitors profitability for work orders and Customer Service Program (CSPs) as it relates to assigned accounts bringing areas of concern to the attention of the Program Manager. May be requested to participate in strategy meetings to improve profitability
- Maintains iCare sites and customer information by entering new sites, modifying existing sites and handling all general enquiries for assigned accounts. Provides customer training and demonstrations on iCare. Assists with onboarding new accounts as requested by the Program Manager
- Produces weekly, monthly, quarterly financial and/or performance reports, as requested by assigned accounts and/or Program Manager
- Assists Program Manager in preparing information for Quarterly Business Reviews; may be required to participate in their presentation
- Attends weekly status meetings/calls; may conduct the meeting/call in the absence of assigned Program Manager
- Assists Program Manager/Account Executive with CSP renewals; monitoring expiration dates, working with Program Manager or Account Executive on pricing, and/or scope of work/Terms & Conditions. May be required to work on administrative tasks with customer
- Assists Program Manager and Account Executive in providing standard pricing for specific accounts. Sets up customer template in proposal generation system (MiQuote) to ensure each quote to customer is uniform in format and information
- Maintains accesses to customer-specific payment systems; trains local CTCs on process and procedures as it pertains to each system and uploading invoices
- Assists Program Managers in creating and implementing processes that will result in improved delivery and profitability as it related to assigned accounts
- May be required to accurately and promptly enter work order purchase orders into Spectrum and processes order. May be required to procure standard parts/materials for service work orders
- Assists Program Manager with creating and implementing the customer-specific Playbook. May be required to create Playbook without any assistance; working closely with customer and/or Account Executive to finalize document
- Provides service quotes to customers with the assistance of the Program Manager or Account Executive
- Schedules and follows up on all monthly maintenance for customer accounts, ensuring timely communication with contract customers, key customers and sub contractors. Meets monthly to discuss expiring contracts and to review upcoming PM visits
- Establishes and maintains a customer satisfaction feedback process with follow up and call back procedure, sharing senior management with appropriate feedback. Generates new and innovative solutions to complex problems
- Performs other duties and responsibilities as requested or required
Skills
- * Exceptional telephone and personal customer service skills and ability to work under pressure
- * Strong proficiency in Microsoft Office products, including Word, Excel, PowerPoint, Visio and Project
- * Exceptional written and oral communication skills, with ability to deliver presentations to multiple levels of an organization
- * Strong ability to produce results through others
- * Strong financial knowledge and skills—ability to understand financials such as accounts receivable/payable, purchase orders, profitability, etc
- * Strong organizational skills and the ability to handle multiple tasks simultaneously
- * Excellent attention to detail
- * Strong flexibility to adapt to changing priorities and direction in a dynamic work environment
- * Shows initiative – regularly engages in proactive behavior and looks for opportunities
- * Excellent ability to facilitate a collaborative working environment for customers and team members
- * Project and service financial competencies
- * Experience with contract administration
- * Strong work ethic with personal motivation to function individually and part of a team
- * Understanding of appropriate levels of protection regarding to customer personnel, information, and property, both real and intellectual
- * Strategic thinker with analytical problem-solving tools and techniques
- Education: College degree, trade school or equivalent experience
- Minimum Experience: 4 years operations, field service or project management
- * Diploma and/or certificate in Business Administration or related office experience
- * Industry experience in 1 or more of the following: electronic security, fire alarm & life safety, building automation or IT industry
Benefits
- 10 Company Holidays and Paid Time Off starting at 13 days annually
- Fun & Laughter Day Off
- Medical, Dental & Vision Plan
- Life insurance & Disability Plan
- Wellness Program
- 401K Matching Plan
- Colleague Assistance Program
- Tuition reimbursement
- Vehicle reimbursement plan or company vehicle
- Corporate Social Responsibility Day
- Cell phone reimbursement (if applicable)
- Paid parental leave
Company Overview
Company H1B Sponsorship