HVAC Customer Support Coordinator

Johnson Controls • New Cumberland, PA

2d

About The Position

Unleash your potential with the Johnson Controls team! As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Join the Johnson Controls family and thrive in a culture that values your voice and ideas. Your next incredible opportunity is just a few clicks away! Under general supervision, the HVAC Customer Support Coordinator coordinates employee safety statistics, tracks safety training, tracks and manages truck inventory counts, generates on-call schedules, assists with customer surveys, and follows up on connected system’s needs. This role also works with CRC to schedule customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads. The coordinator generates and tracks customer orders, processes shipments, tracks branch and vehicle inventories, sets up new customer accounts, and works with vendors on invoice and shipment issues. They partner effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations, and analyze and assess technical team performance, adjusting as needed to enhance customer satisfaction in a cost-effective manner.

Requirements

• High school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling
• Must demonstrate the ability to perform work independently and 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
• Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, PowerPoint and Internet business application usage and strong data management capabilities
• Able to prioritize work activities based upon financial impact to desired business goals
• Able to influence diverse teams to accomplish tasks/goals

Nice To Haves

• Associate’s degree preferred
• Experience and/or basic project accounting or costing principles is desired

Responsibilities

• Coordinates employee safety statistics
• Track safety training
• Track and manage truck inventory counts
• Generate on-call schedules
• Assist with customer surveys
• Follow up on connected system’s needs
• Work with CRC to schedule customer service requests, from initiation to service completion
• Maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads
• Generate and track customer orders
• Process shipments
• Track branch and vehicle inventories
• Set up new customer accounts
• Work with vendors on invoice and shipment issues
• Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations
• Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner
• Utilize Microsoft Windows platform tools and company software to track, manage, and support operations metrics
• Develops and maintains viable long-term relationships with customers and subcontractors
• Prepares yearly, monthly, and weekly inventory counts and uploads into company platforms
• Create new employee trunk locations, tool, and product inventories
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues
• Researches and follows up on questions identified during the monthly business reviews
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen
• Create new customer accounts, reconcile updates, and manage changes with account information
• Facilitates administration of warranty claims
• Track and update monthly, quarterly, and annual inventory cycle counts
• Create RMA’s, prepare shipments for return, track receipt, and follow up on any delays
• 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
• Company vehicle, tools, and equipment provided to complete all jobs
• 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
• Number of Employees: 5,001-10,000 employees