Customer Care Service Support Coord 3

Johnson Controls•Omaha, NE

10d•$24 - $38•Onsite

About The Position

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward. Under general supervision, coordinates employee safety statistics, track safety training, track and manage truck inventory counts, generate on-call schedules, assist with customer surveys, and follow up on connected system’s needs. Work with CRC to schedule customer service requests, from initiation to service completion, and maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads. Generate and track customer orders, process shipments, track branch, and vehicle inventories, set up new customer accounts, and work with vendors on invoice and shipment issues. Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

Requirements

High school diploma or equivalent required
Minimum of five years of service industry experience managing service operations and/or service scheduling
Demonstrate the ability to perform work independently
Demonstrate solid organizational and attention to detail skills
Strong interpersonal skills to effectively communicate with both internal and external clients
Ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence
Proficient computer skills within the following applications: Microsoft Word, Excel, PowerPoint and Internet business application usage
Strong data management capabilities
Able to prioritize work activities based upon financial impact to desired business goals
Able to influence diverse teams to accomplish tasks/goals

Nice To Haves

Associate’s degree preferred
Experience and/or basic project accounting or costing principles are desired

Responsibilities

Coordinates employee safety statistics
Track safety training
Track and manage truck inventory counts
Generate on-call schedules
Assist with customer surveys
Follow up on connected system’s needs
Schedule customer service requests, from initiation to service completion
Maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians
Generate and track customer orders
Process shipments
Track branch, and vehicle inventories
Set up new customer accounts
Work with vendors on invoice and shipment issues
Ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations
Analyze and assess technical team performance and adjust as needed to enhance customer satisfaction in a cost-effective manner
Update the Special Handling field with the date the parts were ordered
Assist with the creation of L&M quotations
Create and track RMAs, prepare shipments for return, track receipt, and follow up on any delays
Update on-call list
Track & report yearly, monthly, and quarterly inventory counts
Creation of new vendor and Subcontract paperwork
Various Report Tracking (Vibration, Oil, Refrigerant)
Maintain/Create Customer Bill to Account Information, reconcile updates
Periodically performs duties of the Customer Resource Coordinator as overflow demands
New Trunk Creations/Close Inventory Trunks, tool, and product inventories
Ordering/tracking of uniforms
Other duties and administrative activities as assigned