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HVAC Customer Resource Coordinator

3 months ago

Manchester, United States Johnson Controls International Full time

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’ll 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

  • Company Vehicle (as applicable)

  • 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 direct supervision of the Area Resource Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debrief activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

How you will do it

Receives customer requests for unscheduled or scheduled service.

Coordinates labor scheduling to align technicians to the appropriate customer and service needs.

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.

Debrief activities daily

Ensures Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.

Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.

Scheduled Service Visits – on time

Parts ordering/PO creation support

Start-up support for customers

Customer PO confirmation

WIP Management

Auto SR quotes

Reconcile accounts payable exceptions

Attend weekly planning/scheduling meeting

Assist with monitoring of time and expense reporting submission

Review and correct unassociated time for timesheets for technicians

Other duties and administrative activities as assigned.

What we look for

Required

  • High school diploma or equivalent required, plus two to 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 be able to handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.

  • Able to prioritize work activities based on financial impact on desired business goals.

  • Able to influence diverse teams to accomplish tasks/goals.

Preferred

  • Associates degree preferred

  • Experience and/or basic project accounting or costing principles is desired

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.