Client Resource Coordinator 2

Johnson Controls•San Diego, CA

About The Position

Johnson Controls is a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization. Under the direct supervision of the BAS Truck Based Service Manager, the Client Resource Coordinator 2 receives and schedules customer service calls and manages schedules for assigned technicians and mechanics. The role supports timely completion of preventative maintenance and alignment with monthly forecasting goals. It also involves daily technician debriefs, resolving concerns, assessing job completion, and working with Customer Billing Coordinators and Customer Support Coordinators to move completed jobs through the appropriate business processes.

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 manage a large and diverse number of 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 customer requests for scheduled and unscheduled service.
Coordinate labor scheduling to align technicians with customer and service needs.
Communicate action plans and services directly to customers.
Confirm that work meets customer expectations and follow up as needed.
Answer customer inquiries and resolve or escalate issues as appropriate.
Debrief technician activities daily and coordinate resolution of concerns.
Provide technicians with daily schedules and maintain consistent communication with assigned technicians.
Follow up on activities to ensure completion within established timeframes.
Keep customer account information required for call management and task scheduling current in NxGen.
Coordinate scheduled service visits and support on-time completion.
Support parts ordering and purchase order creation, start-ups, and customer purchase order confirmation.
Manage work in progress (WIP) and reconcile exceptions (SIR and AP).
Attend daily team huddles and weekly planning and scheduling meetings.
Assist with monitoring time and expense report submissions.
Review and correct unassociated technician time on timesheets.
Assess completed jobs and collaborate with Customer Billing Coordinators and Customer Support Coordinators to advance them through the appropriate business process.
Perform other assigned duties and administrative activities.