HVAC Customer Resource Coordinator

Johnson Controls•Richmond, VA

4d•Onsite

About The Position

At Johnson Controls, you will help keep service operations running smoothly by coordinating customer requests, technician schedules, and the daily flow of work that supports timely maintenance and completed service jobs. This role is a key link between customers, technicians, billing, and support teams. Under direct supervision of the Truck Based Service Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service, manages the schedule of assigned technicians and mechanics, and helps ensure preventative maintenance is completed on time and aligned with monthly forecasting goals. You will also debrief technicians daily, resolve issues quickly, and support the movement of completed work through the business process. This is a full-time on-site position, where accuracy, responsiveness, and follow-through help keep service commitments on track. Own the daily schedule with accountability, safety, and integrity, making sure technicians are assigned effectively and customer needs are handled promptly. Stay close to the work by maintaining steady communication with technicians, customers, and internal partners to remove barriers quickly. Use clear, candid problem-solving when issues arise, and work with others to improve outcomes for customers and the team. Collaborate across functions with Customer Billing Coordinators, Customer Support Coordinators, and service management to move completed jobs through the process without delay. Keep information up to date in NxGen, monitor WIP activities, and support timely handling of schedule changes, exceptions, and reporting needs. Look for better ways to work every day by helping refine scheduling, communication, and follow-up practices while contributing to a supportive team environment.

Requirements

High school diploma or equivalent, plus two to five years of service industry experience managing service operations and/or service scheduling.
Ability to work independently with strong organizational skills and attention to detail.
Strong interpersonal skills and the ability to communicate effectively with internal and external clients.
Ability to handle a large and diverse number of projects, tasks, and issues 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 basic project accounting or costing principles.

Responsibilities

Receive and schedule customer requests for unscheduled and scheduled service.
Coordinate labor scheduling to match technicians and mechanics to the right customer and service need.
Communicate the action plan and services to be provided directly to the customer.
Confirm that work has been completed to customer expectations and follow up as needed.
Answer customer inquiries and resolve or escalate issues appropriately.
Debrief assigned technicians and mechanics daily and maintain consistent communication with them.
Support scheduled service visits, parts ordering and PO creation, start-up support, customer PO confirmation, WIP management, and reconciliation of exceptions.
Keep customer account information current in NxGen and support time and expense reporting follow-up.
Review and correct unassociated technician time and assist with other administrative activities as assigned.
Attend daily team huddles and weekly planning and scheduling meetings.

Benefits

Competitive pay
Paid vacation
Holidays
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
Encouraging and collaborative team environment
Scheduling and management support
Dedication to safety through our Zero Harm policy
JCI employee discount programs through The Loop by Perk Spot