Program Administrator - Medina, OH

Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Program Administrator to join our amazing culture. In this role, you will assist with monitoring and coordinating operational requirements of global/strategic customer engagements for specific accounts. Assist with communicating and enforcing adherence to specific customer standards, industry best practices, code requirements and/or market regulations, so we are “our customer’s best service provider”.  Always represents Convergint as a leader by driving consistency in delivery of all Convergint services across multiple locations, regions and countries. As a Program Administrator, you are a part of a dynamic team that allows you to grow as Convergint grows.

For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers.  

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces equal opportunity and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Program Administrator.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry.  We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• 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.

What You’ll Need

• 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

Company Benefits

Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional 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
• Competitive salary and compensation plan
• Vehicle reimbursement plan or company vehicle
• Corporate Social Responsibility Day
• Cell phone reimbursement (if applicable)
• Paid parental leave

Requirements:

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

Preferred Experience (but not required):

• Industry experience in 1 or more of the following: electronic security, fire alarm & life safety, building automation or IT industry

Hourly Rate: $26.00 $33.00/HR USD

Please note that this job posting includes salary information for the assigned target market range within the primary geographic region the requisition is posted.  If the position is posted in multiple locations or is a remote position, the salary range may vary.  Individual pay rates will, of course, vary depending on the job, department, and location, as well as the individual skills, experience, certifications, specific licenses, and education of the applicant.

Convergint is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

Qualifications Education Required High School or better. Experience Required 4 years operations, field service or project management Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.