Remote Industrial Automation Customer First Support Specialist – Financial & Operational Excellence at brighthush

Introduction

Welcome to brighthush, a global pioneer in the digital transformation of energy management and industrial automation. With a legacy that dates back to 1836, brighthush has evolved into a leading force in process automation, delivering cutting‑edge solutions that empower businesses to operate more efficiently, sustainably, and safely. As we expand our Process Automation Field Services organization, we are seeking a highly motivated, detail‑oriented Customer First Support Specialist to join our remote team in the United States. This role is pivotal in ensuring that our customers receive flawless service, accurate financial oversight, and timely project delivery.

Role Overview

As a Customer First Support Specialist at brighthush, you will own the end‑to‑end financial and operational execution of Customer FIRST Agreements (CFAs). Your responsibilities will span financial ownership, usage reporting, lifecycle management, cross‑functional coordination, and continuous improvement of our service delivery processes. You will act as the single point of contact for all stakeholders involved in CFA projects, ensuring that every deliverable is met on time, within budget, and to the highest quality standards.

Key Responsibilities

• Financial Ownership & Forecast Alignment – Maintain full financial ownership of CFA projects, ensuring alignment with forecasts and proactively identifying risks, variances, or trends that could impact profitability.
• Usage Reporting Accuracy – Deliver 100% accurate usage reports on an annual, quarterly, and ad‑hoc basis, eliminating discrepancies and ensuring data integrity.
• Data Reconciliation – Collaborate closely with Field Service and Finance teams to reconcile usage data, resolve discrepancies, and maintain a single source of truth.
• Flex Fund Management – Monitor and manage Flex Fund balances (Service, Material, Training), ensuring accounts remain positive and aligned across all records.
• Stakeholder Communication – Prepare and communicate usage and Flex Fund updates to stakeholders, providing clear insights and actionable recommendations.
• Governance & Controls – Enforce strict adherence to financial controls, governance, and brighthush standards, safeguarding the integrity of our financial processes.
• Project Lifecycle Management – Own the end‑to‑end CFA project lifecycle: planning, release, execution, financial tracking, and timely closure.
• Deliverable Oversight – Monitor all CFA deliverables, ensuring required documentation is complete and properly uploaded to the Global Customer Support (GCS) platform.
• Customer Deliverable Tracking – Track customer deliverables across Preventive Maintenance, Lifecycle Reports, Roadmap Reports, Cybersecurity, Flex Fund usage, and performance‑based milestones.
• Delivery List Maintenance – Maintain accurate statuses, comments, and color‑coding in the CFA Delivery List to provide real‑time visibility.
• Dashboard Creation – Deliver monthly Field Service Engineer (FSE) dashboards, summarizing key metrics and performance indicators.
• Standardization & Process Enforcement – Ensure consistent use of standard Field Service tools, templates, and processes across all projects.
• Order Management – Monitor all CFA‑related orders, including entitlements, Flex Funds, third‑party services, and addendums.
• Order Entry Collaboration – Partner with Order Entry to resolve missing or incorrect PM Plan notifications, ensuring seamless order processing.
• Scope & Fund Adjustments – Support CFA addendums, fund transfers, and scope changes based on Field Service Manager (FSM) approval.
• Contract Change Communication – Document and communicate any contract changes impacting scope, delivery, or financials to all relevant parties.
• Renewal Coordination – Meet monthly with Sales and Service Sales to review renewal status, risk, and timing, ensuring proactive renewal management.
• Proposal Tool Delivery – Deliver an accurate Initial Proposal Tool at the 4th month mark prior to expiration, facilitating smooth renewal negotiations.
• Renewal Summary Maintenance – Maintain a current CFA Renewal Summary List to track renewal opportunities and status.
• Handoff Management – Support a disciplined handoff from renewal planning into CFA execution, ensuring continuity and knowledge transfer.
• Scope Checklist Completion – Complete the Scope Checklist using standardized templates after renewals are booked and released.
• Cross‑Functional Coordination – Act as a single point of coordination across Field Service, Sales, Service Sales, Finance, Proposals, Order Entry, Cybersecurity, and Operations.
• Monthly CFA Reviews – Prepare for and participate in monthly CFA reviews with stakeholders, presenting insights and action plans.
• Cyber Deliverable Updates – Update Cyber deliverable comments in the CFA Delivery List based on Cyber team input.
• Transparent Communication – Serve as a consistent, transparent communicator, ensuring closed‑loop follow‑up on all CFA actions.
• Standard Promotion – Reinforce and socialize CFA standards, tools, and processes across the Field Services organization.

Essential Qualifications

• Minimum 5 years of experience in service operations, financial coordination, project administration, or a related role.
• Strong analytical, reconciliation, and problem‑solving skills with meticulous attention to detail.
• Excellent verbal and written communication skills, capable of engaging both technical and non‑technical audiences.
• Proven ability to manage multiple priorities and deadlines in a fast‑paced, dynamic environment.
• Proficiency with, or willingness to learn, SAP, GCS (Global Customer Support), bFO (CRM), usage reporting tools, and digital service platforms.
• Comfort adopting AI‑enabled tools and automation workflows to enhance efficiency.
• Demonstrated professionalism with a strong Customer First mindset.

Preferred Qualifications

• Experience in the industrial automation or energy management sector.
• Knowledge of cybersecurity deliverables and compliance frameworks.
• Familiarity with Flex Fund accounting and financial controls.
• Experience leading cross‑functional teams and driving process improvements.
• Advanced proficiency in data visualization tools (e.g., Power BI, Tableau).
• Certification in project management (PMP, PRINCE2) or finance (CFA, CPA).

Skills & Competencies

• Financial Acumen – Ability to interpret financial statements, forecast budgets, and manage cost variances.
• Project Management – Strong organizational skills, with a track record of delivering projects on time and within scope.
• Communication – Clear, concise communication across all levels, with the ability to translate complex data into actionable insights.
• Collaboration – Proven ability to work effectively with cross‑functional teams, fostering a culture of transparency and accountability.
• Technology Savvy – Comfortable navigating enterprise systems, data analytics platforms, and emerging AI tools.
• Customer‑Centricity – A genuine passion for delivering exceptional customer experiences and building lasting relationships.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer First Support Specialist, you will:

• Gain exposure to end‑to‑end project lifecycle management across multiple industries.
• Develop expertise in financial controls, usage analytics, and process optimization.
• Participate in continuous improvement initiatives, leveraging AI and automation to drive operational excellence.
• Access learning platforms such as Coursera, Udemy, and internal knowledge hubs to upskill in emerging technologies.
• Advance into senior roles such as CFA Program Manager, Finance Lead, or Field Service Operations Lead.
• Benefit from mentorship programs and leadership training designed to accelerate career progression.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and inclusivity. Our remote work model empowers employees to balance professional growth with personal well‑being. Highlights include:

• Flexible work arrangements that support work‑life harmony.
• Inclusive workplace initiatives that celebrate diversity and belonging.
• Regular virtual team events, hackathons, and knowledge‑sharing sessions.
• Transparent communication channels that keep everyone informed and engaged.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks, and Benefits

While specific compensation details are tailored to experience and market conditions, brighthush offers a comprehensive benefits package that includes:

• Competitive salary aligned with industry standards.
• Health, dental, and vision insurance with member reward points.
• Basic life insurance and disability coverage.
• Benefit Bucks for personal development and wellness.
• Flexible work arrangements and paid family leave.
• Well‑being programs, including mental health resources and fitness stipends.
• 12 paid holidays and 15 days of paid time off per year.
• Performance‑based incentives and recognition.
• Company share ownership opportunities.
• 401(k) plan with company match.
• Global career opportunities and cross‑border projects.
• Access to the brighthush Career Hub for career planning and development.
• Learning platforms such as Coursera, LinkedIn Learning, and internal training modules.
• Volunteer leave and community engagement programs.
• Programs supporting youth education and military leave benefits.

How to Apply

Ready to take the next step in your career and join a team that values innovation, customer focus, and professional growth? Click the link below to submit your application and become part of brighthush’s transformative journey.

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