**** This position is Remote ****

What you will do

The role supports the Third-Party Portal (3PP) Transactional Support Manager by processing, monitoring, and coordinating customer work orders originating from third-party portals. The position ensures accurate entry, updating, documentation, and completion of service requests across multiple internal JCI systems, while maintaining compliance with customer requirements. The job requires ongoing collaboration with internal teams to drive resolution, maintain workflow accuracy, and deliver reliable reporting for assigned domains, customers, and portals.

Key Responsibilities

Work Order Processing & System Updates

Accept new work orders from Third-Party Portals (3PP).

Create and manage service requests within JCI systems (Oracle ACE, Genesys, NxGen, Mastermind).

Maintain accurate notes within both internal systems and third-party portals.

Update service schedule dates in portals based on internal system data.

Ensure compliance with customer-specific Not-to-Exceed (NTE) limits.

Perform IVR check-ins and check-outs as required.

Upload completion notes, inspection reports, and required documentation to the 3PP.

Track work orders through invoice upload and finalization.

Daily Coordination & Problem Resolution

Review the On-Hold report daily and address work orders requiring attention.

Coordinate with internal teams (Service Support Coordinators and branch offices) via phone, email, or chat.

Follow up on service progress and ensure work completion is accurately reflected on portals.

Apply strong investigative and critical-thinking skills to resolve issues efficiently.

Reporting

Produce regular portal reporting for assigned domains (HVAC, Fire, Security), customers, and portals.

Required Qualifications

2–3 years of related work experience in the Fire domain.

Proficient with JCI applications (Genesys and Oracle Ace)

Skilled with Microsoft Office (Word, Excel, Outlook, Teams).

Excellent written and verbal communication, customer service orientation, and strong critical-thinking abilities.

High school diploma or equivalent.

Preferred Qualifications

Experience with JCI internal systems and SharePoint.

Familiarity with third-party portals such as ServiceChannel, Ariba, Coupa, etc.

HIRING HOURLY RANGE: $19.71 - $35 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your

background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us