Client Resource Coordinator 2

Johnson Controls•San Diego, CA

9d•$25 - $37

About The Position

Johnson Controls is hiring a Client Resource Coordinator 2 to receive and schedule customer service calls and coordinate the schedules of assigned technicians and mechanics. Under the direct supervision of the BAS Truck Based Service Manager, this position helps ensure that schedules support timely completion of preventative maintenance and align with monthly forecasting goals. The coordinator debriefs technicians and mechanics daily, helps resolve concerns promptly, assesses job completion, and works with Customer Billing Coordinators and Customer Support Coordinators to move completed jobs through the appropriate business processes. The role also communicates service plans to customers, follows up on completed work and customer concerns, maintains account information in NxGen, and supports scheduling, purchasing, start-up, work-in-progress, reconciliation, and time-reporting activities. Other duties and administrative activities may be assigned.

Requirements

High school diploma or equivalent.
Two to five years of service industry experience managing service operations and/or service scheduling.
Ability to work independently.
Solid organizational and attention-to-detail skills.
Strong interpersonal skills to communicate effectively with internal and external clients.
Ability to handle many diverse projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
Ability to prioritize work activities based on financial impact to business goals.
Ability to influence diverse teams to accomplish tasks and goals.

Nice To Haves

Associate degree.
Experience with or basic knowledge of project accounting or costing principles.

Responsibilities

Receive scheduled and unscheduled customer service requests.
Coordinate labor scheduling to match technicians with customer and service needs.
Communicate service plans and actions directly to customers.
Confirm work meets customer expectations and follow up with customers as needed.
Respond to customer inquiries and resolve or escalate customer issues appropriately.
Debrief technician and mechanic activities daily and coordinate resolution of concerns.
Provide technicians with daily schedules and maintain regular communication with assigned technicians.
Follow up on activities to ensure completion within established timeframes.
Maintain customer account information required for call management and task scheduling in NxGen.
Support timely scheduled service visits.
Support parts ordering and purchase order creation.
Provide start-up support and confirm customer purchase orders.
Manage work in progress (WIP).
Reconcile exceptions, including SIR and AP.
Attend daily team huddles and weekly planning and scheduling meetings.
Assist with monitoring submission of time and expense reports.
Review and correct unassociated technician time on timesheets.
Perform other assigned duties and administrative activities.