Key Customer Support (UAE National)

Role Overview

Key Customer Support (UAE National) at Johnson Controls, based in the UAE. This role supports strategic customer relationships across the region, with a strong focus on Government and Semi-Government entities.

Role Purpose

The role exists to resolve payment challenges, manage contractual securities, support dispute resolution, and reduce financial exposure related to delayed or withheld receivables. Success will contribute to stronger customer partnerships, healthier cash flow, and improved working capital performance.

Key Responsibilities

Customer Relationship Management

• Develop and maintain trusted working relationships with key customers, particularly Government and Semi-Government organizations.
• Act as a reliable point of contact for commercial and contractual matters related to customer payments and obligations.
• Build credibility through clear, consistent communication and a proactive customer-first approach.
• Ability to influence and build relationships across diverse customer and internal stakeholder groups.

Collections & Receivables

• Support timely collection of outstanding receivables and help improve payment performance across assigned accounts.
• Contribute to continuous improvement initiatives that strengthen collections processes and reduce Days Sales Outstanding (DSO).
• Use structured follow-up, disciplined tracking, and timely escalation to keep issues moving toward resolution.

Dispute Resolution

• Identify, investigate, and support the resolution of commercial and contractual disputes affecting payment.
• Coordinate escalations with internal teams and senior customer stakeholders to reach practical outcomes.
• Operate with professionalism and integrity when managing sensitive commercial and contractual discussions.

Contractual Securities & Risk Management

• Oversee the administration of bonds, guarantees, letters of credit, and other contractual securities.
• Monitor expirations, renewals, releases, and related risks to protect the business from unnecessary exposure.

Reporting & Analysis

• Provide regular reporting and analysis on payment status, disputes, customer engagement, and financial risk.
• Use data and reporting to identify trends, highlight exposure, and support practical decision-making.

Stakeholder Engagement & Collaboration

• Support internal workshops, customer meetings, and executive reviews focused on payment resolution and cash flow improvement.
• Work collaboratively with Finance, Legal, Sales, Operations, and Project teams to align on actions and next steps.

Qualifications & Experience

• UAE National (Emirati) with Family Book.
• Bachelor's degree in Business Administration, Finance, Law, Economics, or a related field.
• Minimum 1 year of experience.
• Experience in customer relationship management, contract management, commercial operations, finance, collections, or a related discipline.

Skills & Competencies

• Strong communication, negotiation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Proficiency in Microsoft Office applications.
• Stay close to the detail of each account, including contract terms, payment history, securities, and dispute status.
• Apply sound judgment when balancing customer relationships with the need to protect cash flow and reduce risk.
• Approach challenges with ownership, candor, and a mindset of continuous improvement.

Additional Information

Nice to Have

• Experience working with Government or Semi-Government entities in the UAE.
• Knowledge of contract administration, commercial management, receivables, or dispute resolution processes.
• Understanding of financial instruments such as bonds, bank guarantees, and letters of credit.
• Experience within a multinational organization.