HVAC Truck Based Cust Support Coord

Johnson Controls•Chicago, IL

2d•$24 - $33

About The Position

Be part of the future! We are one team, dedicated to working collaboratively to create purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we will give you the space and opportunities to grow and succeed. We are committed to making a difference. What we offer: Competitive Starting Pay Paid Training Global Advancement Opportunities Referral Bonuses Comprehensive Benefits Medical/Dental/Vision insurance Health Savings Account (HSA) Life Insurance 401(k) savings plan with company match Short-Term and Long-Term Disability Employee Assistance Program Wellness Program And More! What you will do Under general supervision, coordinates employee safety statistics, track safety training, track and manage truck inventory counts, generate on-call schedules, assist with customer surveys, and follow up on connected system’s needs. Work with CRC to schedule customer service requests, from initiation to service completion, and 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, and 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. How you will do it Utilize Microsoft Windows platform tools and company software to track, manage, and support operations metrics. Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the need. Communicates the action plan and services to be provided directly to the customer. Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed. Answers any customer inquiries and resolves or escalates customer issues, as appropriate. Upon completion, reconciles all service requests daily. Coordinates labor scheduling to align technicians to the appropriate customer and service needs. Ensures Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe. Assists with the creation of L&M quotations. 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. Periodically performs duties of the Customer Resource Coordinator as overflow demands. Create RMA’s, prepare shipments for return, track receipt, and follow up on any delays. Other duties and administrative activities as assigned.

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
Receives customer requests for unscheduled or scheduled service
Determines customer needs and matches appropriate Technician or Team Lead to the need
Communicates the action plan and services to be provided directly to the customer
Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed
Answers any customer inquiries and resolves or escalates customer issues, as appropriate
Upon completion, reconciles all service requests daily
Coordinates labor scheduling to align technicians to the appropriate customer and service needs
Ensures Technicians are provided with daily schedules
Maintains consistent communication with assigned Technicians
Follows up on activities to ensure completion in an established timeframe
Assists with the creation of L&M quotations
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
Periodically performs duties of the Customer Resource Coordinator as overflow demands
Create RMA’s, prepare shipments for return, track receipt, and follow up on any delays
Other duties and administrative activities as assigned