Senior Customer Performance Specialist

What you will do

Responsible for working independently with sales, and or client directly to develop, secure and

manage new or expanded performance guarantees. Responsible for conducting M&V

workshops with clients. Responsible for managing M&V contract costs to ensure minimal cost

variance and for creating and implementing solutions to reduce shortfall amounts. Generally

involved in projects with guarantees a high level of complexity. Responsible for understanding

and correctly applying option A, B, C, & D type of guarantees. Follows established M&V program

to monitor and manage energy consumption, utility supply, and facilities operations and

maintenance programs to ensure that savings are consistent with performance contract

contractual obligations and client goals. Pro-actively assists in taking necessary actions as

required promote growth in the account, limit risk and ensure a high level of customer

satisfaction.

Area Assigned Portfolio: Responsible for performance engineering for the projects assigned by

Manager (likely those high in complexity). Each Measurement & Verification Specialist executes a

portfolio of PSAs assigned by Manager independent of assistance in order to maintain contractually

required M&V activity and pro-actively promotes growth in the accounts in his/her portfolio.

External Relationships:

The Measurement & Verification Specialist has gained entry to industry organizations and actively

works on building industry relationships by networking among local engineering firms, universities

and subcontractors.

Internal Relationships:

• Works as a Mentor as assigned by Area Manager based on capacity and capability needs of

others on the Team.

• Works independently to develop projects with personnel from the Development team.

• Has internal JCI knowledge of roles and responsibilities across Sustainable Infrastructure.

How you will do it

• Deliver a Delighted Customer Experience by ensuring that projects in SGD are in Good Standing.

• Strive for Operational Excellence by providing renewal cost estimates to Area Manager for portfolio of PSA’s prior to the end of the month before renewal month.

• Ensure all Timesheets, Safety App, and Expense Reporting requirements are 100% compliant.

• Strive for Financial Excellence by Closing the assigned PSA portfolio during Fiscal Year near estimated cost.

• Strive for Operational Excellence by providing Area Manager with up-to-date shortfall forecasting by the end of each month. Provide subcontract cost forecast. Work to reduce shortfall payments for existing shortfalls.

• Maintains a positive customer relationship during project build and throughout the duration of the performance guarantee.

• Owns and manages JCI tools & processes that ensure timely collection and accurate data entry of utility bills or other monitored consumption sources for portfolios. Initiates actions and develops positive customer relationships to support this activity.

• As assigned, uses ability to communicate with technical and non-technical buyers, suppliers, and other JCI internal Partners (Systems & Service) to provide technical, process or financial support in the creation and maintenance M&V solutions.

• Ability to successfully work with client on-site staff to ensure operations and maintenance of assets/equipment are within contractual terms. Proactively reviews and/or interprets problems or patterns related to utility bills and energy consumption to limit risk and ensure a high level of customer satisfaction. As appropriate, solves issues and keeps performance engineering manager updated and involved when need for corrective action is identified.

• Monitors data gathering systems (remote measurement and verification monitoring/ECM, OBEM, FPI, etc) to track energy consumption during the installation and guarantee/tracking phases.

• Develops customer baselines or benchmarks as needed.

• Participates in transition meetings with Operations to ensure project scope, objectives, timeline, and customer requirements have been achieved and the start of the performance period is properly documented.

• Responsible for the creation and delivery of high quality / high value performance reports that convey added value and analysis of cost reduction to contract specifications and/or guarantees (Options A, B, C, D and Non-Measured Savings) to the client. Responsibilities include the structure and grammar of the reports.

• Actively participates in internal release or renewal meetings, customer kick-off meetings, and on-going account meetings including customer touch