Data Center Scheduler & Dispatcher

Johnson Controls • Folsom, CA

62d • $26 - $36 • Onsite

About The Position

As a HVAC Customer Resource Coordinator, you will receive and schedule customer calls for service. Manages the schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debrief activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process. This position is on site preferred. Receives customer requests for unscheduled or scheduled service. Coordinates labor scheduling to align technicians to the appropriate customer and service needs. Communicates the action plan and services to be provided directly to the customer. Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate. Debrief activities daily. Ensures Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe. Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NexGen. Scheduled Service Visits – on time. Parts ordering/PO creation support. Start-up support. Customer PO confirmation. WIP Management. Reconcile exceptions (SIR and AP). Attend daily team huddles. Attend weekly planning/scheduling meetings. Assist with monitoring of time and expense reporting submission. Review and correct unassociated time for timesheets for technicians. Other duties and administrative activities as assigned.

Requirements

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently.
• Must demonstrate solid organizational and attention to detail skills.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Must have the ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based on financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Nice To Haves

• Associate degree.
• Experience and/or basic project accounting or costing principles.

Responsibilities

• Receive and schedule customer calls for service.
• Manage the schedule of assigned technicians and mechanics.
• Ensure schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals.
• Debrief activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly.
• Assess job completion and collaborate with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.
• Receive customer requests for unscheduled or scheduled service.
• Coordinate labor scheduling to align technicians to the appropriate customer and service needs.
• Communicate the action plan and services to be provided directly to the customer.
• Ensure work has been performed to the customer’s expectations and perform follow-up with the customer, as needed.
• Answer any customer inquiries and resolve or escalate customer issues, as appropriate.
• Ensure Technicians are provided with daily schedules.
• Maintain consistent communication with assigned Technicians.
• Follow up on activities to ensure completion in an established timeframe.
• Ensure that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NexGen.
• Parts ordering/PO creation support.
• Start-up support.
• Customer PO confirmation.
• WIP Management.
• Reconcile exceptions (SIR and AP).
• Attend daily team huddles.
• Attend weekly planning/scheduling meetings.
• Assist with monitoring of time and expense reporting submission.
• Review and correct unassociated time for timesheets for technicians.
• Perform other duties and administrative activities as assigned.

Benefits

• Competitive pay
• Paid vacation, holidays, and sick time
• Comprehensive benefits package, including 401K, medical, dental, and vision care - available from day one
• Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Scheduling and management support
• JCI Employee discount programs (The Loop by Perk Spot)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED