HVAC Client Resource Coordinator

Johnson Controls•Albuquerque, NM

About The Position

Under general supervision, the HVAC Client Resource Coordinator supports service operations by coordinating employee safety statistics and training, truck and other inventory, on-call schedules, customer surveys, and connected-system needs. The role works with the CRC to coordinate customer service requests from initiation through completion and helps maximize technical resource productivity and profitability by scheduling and dispatching technicians with guidance from the STM and Team Leads. The coordinator generates and tracks customer orders, processes shipments, manages branch and vehicle inventory, establishes customer accounts, and works with vendors to resolve invoice and shipment issues. The position partners with the Service Team Manager to help ensure technical service work is completed within a reasonable timeframe and to customer expectations. It also assesses technical team performance and makes adjustments to support customer satisfaction and cost-effective operations.

Requirements

High school diploma or equivalent.
At least five years of service industry experience managing service operations and/or service scheduling.
Ability to work independently.
Strong organizational and attention-to-detail skills.
Strong interpersonal skills to communicate effectively with internal and external clients.
Ability to handle a large and diverse number of projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
Proficiency with Microsoft Word, Excel, PowerPoint, internet business applications, and data management.
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

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

Responsibilities

Use Microsoft Windows platform tools and company software to track, manage, and support operational metrics.
Receive scheduled and unscheduled customer service requests, determine customer needs, and match requests to an appropriate Technician or Team Lead.
Communicate service plans directly to customers, answer inquiries, resolve or escalate issues, and follow up to confirm work meets expectations.
Reconcile completed service requests daily.
Coordinate labor scheduling, provide technicians with daily schedules, maintain communication with assigned technicians, and follow up on activities to ensure timely completion.
Assist with the creation of labor and material (L&M) quotations.
Develop and maintain long-term relationships with customers and subcontractors.
Prepare and upload yearly, monthly, and weekly inventory counts; create employee trunk locations and tool and product inventories; and track and update inventory cycle counts.
Prepare and discuss critical account information for business review meetings, including profitability status, outstanding claims, PSA variance, accounts receivable issues, and customer satisfaction issues.
Research and follow up on questions identified during monthly business reviews.
Maintain current customer account information in NxGen to support call management and task scheduling.
Create customer accounts, reconcile updates, and manage account information changes.
Facilitate administration of warranty claims.
Create RMAs, prepare return shipments, track receipt, and follow up on delays.
Periodically perform Customer Resource Coordinator duties to handle overflow demands.
Perform other assigned duties and administrative activities.