United Technologies Corporation Client Services Support Analyst in Beverly, Massachusetts

Job ID: 67136BR

City: Beverly

State: Massachusetts

Country: United States

Category: Aftermarket & Sales

Job Type: Full Time

Description:

UTC Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

Carrier is the world’s leader in high-technology heating, air-conditioning and refrigeration solutions. Carrier is a part of UTC Climate, Controls & Security, a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

As the world's leading provider of cold chain visibility solutions, Sensitech enables global leaders in Food and Pharmaceuticals to track and monitor assets across the supply chain to protect the integrity of temperature-sensitive products. Sensitech is a wholly owned subsidiary of Carrier Corp., the world's leader in high technology heating, air-conditioning and refrigeration solutions.

RESPONSIBILITIES:

The Manager, Customer Support Operations is responsible for ensuring contractual service obligations are maintained and executed. The position is located in Beverly, MA with responsibilities in other global offices. This role has the following responsibilities:

Duties include, but are not limited to:

  • Develop scalable and sustainable processes to ensure service billing execution and accuracy

  • Represent Client Services in cross-functional teams to establish service billing and tracking methods by understanding customer base and service offering

  • Manage service billing obligations across all divisions of business and ensure they are executed and maintained: unreturned devices, airtime/rentals, upgrades, routes, device placements, database access, downloads, subscriptions, SaaS offerings, recurring program charges, and other billings without hardware

  • Ensure pricing is properly maintained for services

  • Collaborate with cross-functional teams to ensure data accuracy by interfacing with key department stakeholders on developments and improvements

  • Ensure system tools are accurate, as they pertain to services, including but not limited to ERP system, data warehouse, ColdStream Tracks, SensiGuard Tracks, SensiWatch Tracks, and future systems/databases

  • Collaborate on a regular basis with key departments: Client Services, Finance, Professional Services, Sales Analysis, Sales, and Technical Support

  • Lead specific department initiatives as outlined by department objectives and Management to drive efficiencies

  • Participates in meetings with global offices to ensure consistency and continuity of service offerings

  • Represent Client Services on ERP development

  • Participates in, utilizes, and promotes ACE

  • Meets time-sensitive deadlines and is able to solve daily challenges with minimal oversight

  • Works with site personnel to ensure compliance to corporate policy and business ethics

  • Incorporates ISO standards in service processes by documenting and educating personnel

  • Other tasks as assigned

Qualification:

  • Passionate and dedicated professional to help develop the function, department and organization

  • Experience working closely with cross-functional teams and influencing key stakeholders

  • 5 - 7 years of experience in customer operations role (or similar)

  • Experience leading a team

  • Experience with SaaS, software systems, ERP systems, and homegrown systems and ability to translate needs into such systems

  • Experience or technical aptitude to learn how to write queries and design ERP

  • Intermediate / Expert level with Microsoft Office (mainly Excel)

  • Excellent verbal and written communication required to clearly convey ideas, concepts, and processes that are tailored to the audience

  • Knowledge of general operations

  • Experience developing or leading a team considered a plus

  • Attention to detail and maintain high level of organization

  • Ability to travel within US and internationally up to 10%

  • Adaptable and accepting of change

Education:

  • Bachelor’s degree required

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Qualification:

  • Passionate and dedicated professional to help develop the function, department and organization

  • Experience working closely with cross-functional teams and influencing key stakeholders

  • 5 - 7 years of experience in customer operations role (or similar)

  • Experience leading a team

  • Experience with SaaS, software systems, ERP systems, and homegrown systems and ability to translate needs into such systems

  • Experience or technical aptitude to learn how to write queries and design ERP

  • Intermediate / Expert level with Microsoft Office (mainly Excel)

  • Excellent verbal and written communication required to clearly convey ideas, concepts, and processes that are tailored to the audience

  • Knowledge of general operations

  • Experience developing or leading a team considered a plus

  • Attention to detail and maintain high level of organization

  • Ability to travel within US and internationally up to 10%

  • Adaptable and accepting of change

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.