HVAC Truck Based Customer Support Coordinator

Johnson Controls•Hauppauge, NY

12d

About The Position

Johnson Controls is seeking an HVAC Truck Based Customer Support Coordinator to receive and schedule customer service calls and manage the schedules of assigned technicians and mechanics. Reporting directly to the Pod Team Manager (Customer Service Dispatch Supervisor), the coordinator ensures schedules support timely preventive maintenance and monthly forecasting goals, debriefs technicians’ daily activities, and helps resolve concerns promptly. The role assesses job completion and works with Customer Billing Coordinators and Customer Support Coordinators to move completed jobs through the appropriate business processes. The coordinator handles scheduled and unscheduled service requests, matches labor to customer and service needs, communicates service plans to customers, and follows up to confirm work meets expectations. The role also maintains accurate customer account information in NxGen; supports scheduled service visits, parts ordering and purchase order creation, start-ups, customer purchase order confirmation, work-in-progress management, automatic service request quotes, and exception reconciliation. Additional duties include attending weekly planning and scheduling meetings, assisting with time and expense reporting, reviewing and correcting technicians’ unassociated timesheet entries, and performing other assigned administrative work. The posted hourly hiring range is $25.00–$37.00. The rate depends on factors including education, experience, knowledge, skills, abilities, internal equity, and market data. The position includes a competitive benefits package. Johnson Controls is an equal employment opportunity and affirmative action employer and may use technology-assisted tools, including AI, to help identify and evaluate candidates; hiring decisions are made by human reviewers.

Requirements

High school diploma or equivalent.
Two to five years of service industry experience managing service operations and/or service scheduling.
Ability to work independently.
Strong organizational skills and attention to detail.
Strong interpersonal skills for effective communication with internal and external clients.
Ability to handle a large and diverse number of projects, tasks, and issues simultaneously 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

Prior dispatch experience.
Associate degree.
Experience with, or basic knowledge of, project accounting or costing principles.

Responsibilities

Receive scheduled and unscheduled customer requests for service.
Schedule and coordinate assigned technicians and mechanics, matching labor to customer and service needs.
Maintain schedules that support timely completion of preventive maintenance and monthly forecasting goals.
Communicate action plans and services directly to customers.
Confirm work meets customer expectations and follow up with customers as needed.
Respond to customer inquiries and resolve or escalate customer issues appropriately.
Debrief assigned technicians’ and mechanics’ activities daily and coordinate to resolve concerns quickly.
Provide technicians with daily schedules and maintain consistent communication with them.
Follow up on activities to ensure completion within established timeframes.
Keep customer account information required for call management and task scheduling up to date in NxGen.
Assess job completion and collaborate with Customer Billing Coordinators and Customer Support Coordinators to advance completed jobs through the appropriate business process.
Support scheduled service visits, parts ordering and purchase order creation, start-ups, and customer purchase order confirmation.
Manage work in progress, prepare automatic service request quotes, and reconcile SIR and AP exceptions.
Attend weekly planning and scheduling meetings.
Assist with monitoring time and expense reporting submissions.
Review and correct technicians’ unassociated timesheet entries.
Perform other assigned duties and administrative activities.