HVAC Client Resource Coordinator

Johnson Controls•Albuquerque, NM

6d•$33 - $45

About The Position

Under general supervision, the HVAC Client Resource Coordinator supports service operations by coordinating employee safety statistics and training, truck and branch inventory, on-call schedules, customer surveys, connected-system follow-up, service requests, shipments, customer accounts, and vendor invoice or shipment issues. The role works with the Customer Resource Coordinator (CRC) to coordinate customer service requests from initiation through completion and, with guidance from the Service Team Manager (STM) and Team Leads, schedules and dispatches technicians to support productivity, profitability, and customer satisfaction. The coordinator partners with the Service Team Manager to help ensure service work is completed in a reasonable timeframe and meets customer expectations. The role reviews technical team performance and adjusts coordination as needed, maintains customer and operational information in company platforms, and contributes account information to business reviews. It also handles inventory and warranty administration, return merchandise authorizations (RMAs), shipment tracking, and related administrative duties.

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 skills and attention to detail.
Strong interpersonal and communication skills for working with internal and external clients.
Ability to handle many diverse projects, tasks, and issues simultaneously with tact, cooperation, and persistence.
Proficient computer skills, including advanced 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

Track employee safety statistics and safety training.
Track and manage truck, branch, vehicle, tool, product, and employee trunk-location inventories, including yearly, monthly, weekly, quarterly, and annual counts as applicable.
Generate on-call schedules and assist with customer surveys and connected-system follow-up.
Coordinate customer service requests from initiation through service completion, matching customer needs with appropriate technicians or Team Leads.
Schedule and dispatch technicians to support productivity and profitability, provide daily schedules, maintain communication, and follow up to ensure work is completed on time.
Communicate service plans directly to customers, confirm work meets expectations, answer inquiries, and resolve or escalate customer issues.
Reconcile completed service requests daily.
Assist with creation of labor and material (L&M) quotations.
Develop and maintain relationships with customers and subcontractors.
Generate and track customer orders, process shipments, and work with vendors on invoice and shipment issues.
Create and update customer accounts and maintain account information in NxGen.
Participate in business review meetings by preparing and discussing account profitability and customer satisfaction information, and research follow-up questions.
Facilitate administration of warranty claims.
Create RMAs, prepare return shipments, track receipt, and follow up on delays.
Periodically perform Customer Resource Coordinator duties to cover overflow demands.
Use Microsoft Windows tools and company software to track, manage, and support operational metrics.
Perform other assigned duties and administrative activities.