HVAC TB Cust Support Coord

Johnson Controls•Raleigh, NC

About The Position

Under general supervision, this role coordinates Cash and collections, employee safety statistics, tracks safety training, manages truck inventory counts, generates on-call schedules, assists with customer surveys, and follows up on connected system’s needs. The position works with the Customer Relations Coordinator (CRC) to schedule customer service requests from initiation to service completion, aiming to maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Service and Technical Team Leaders. The role also involves generating and tracking customer orders, processing shipments, tracking branch and vehicle inventories, setting up new customer accounts, and working with vendors on invoice and shipment issues. The coordinator partners effectively with the Service Team Manager to ensure technical service work is scheduled ahead of time and completed within a reasonable timeframe and to the customer’s expectations. Additionally, the role analyzes and assesses technical team performance and makes adjustments as needed to enhance customer satisfaction in a cost-effective manner.

Requirements

High school diploma or equivalent.
2 years of administrative experience with a background in Sales, Operations, and/or Administration.
Knowledge or experience with a CRM Tool such as Siebel or SalesForce.com.
Ability to analyze and solve problems with a high degree of accuracy.
Must be able to assess issues quickly and provide solutions.
Highly motivated self-starter with an eye for detail and excellent attendance/ability to work designated hours.
Desire to learn and work independently with minimal supervision.
Able to communicate effectively with all levels of end-users in a patient and friendly way to address questions/problems.
Ability to multi-task and establish work priorities.
Able to influence diverse teams to accomplish tasks/goals.
Proficient computer skills in Advanced Microsoft Word, Excel, PowerPoint, and Internet business application usage.

Nice To Haves

Associate of Arts Degree or College degree preferred.
Experience in a call center environment preferred.

Responsibilities

Coordinates Cash and collections.
Tracks employee safety statistics and safety training.
Tracks and manages truck inventory counts.
Generates on-call schedules.
Assists with customer surveys and follows up on connected system’s needs.
Works with CRC to schedule customer service requests from initiation to service completion.
Maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians.
Generates and tracks customer orders.
Processes shipments.
Tracks branch and vehicle inventories.
Sets up new customer accounts.
Works with vendors on invoice and shipment issues.
Partners with the Service Team Manager to ensure technical service work is scheduled and completed to customer expectations.
Analyzes and assesses technical team performance and adjusts as needed.
Orders parts for Material Only SRs and updates SR status for invoicing.
Orders parts for quoted jobs and SSVs as delegated by the CRC.
Updates the on-call list.
Performs various report tracking (e.g., Fire Alarm Inspection Papers).
Sends quotes to customers and secures POs for deficiency quotes.
Maintains Customer Bill to Account Information.
Ensures Specialty tools have been returned.
Performs AR and AP tasking as directed by service leaders.
Requests and sends out Certificates of Insurance (COI).
Handles new truck creations.
Closes inventory trunks.
Manages vendor set-up, Global Preferred Supplier List, and Fleet Uniforms.