HVAC Customer Resource Coordinator

Johnson Controls•Salem, VA

7d•$29 - $35•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.

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.