HVAC TB Cust Resource Coordinator

4 days ago

New York, United States Johnson Controls Full time
HVAC TB Cust Resource Coordinator at Johnson Controls summary:

The HVAC TB Cust Resource Coordinator at Johnson Controls plays a crucial role in managing customer service calls and scheduling technician appointments for HVAC services. This position requires strong organizational skills and effective communication to ensure timely completion of services and high customer satisfaction. The coordinator also collaborates with technicians and customer billing coordinators to ensure service operations are efficient and aligned with company goals.

Build your best future 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 a winning team that enables you to build your best future Our teams are uniquely positioned to support a multitude of industries across the globe. 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. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away

 

What we offer

  • Competitive salary and bonus plan

  • Paid vacation/holidays/sick time - 15 days of vacation first year

  • Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one.

  • Extensive product and on the job/cross training opportunities with outstanding resources

  • Encouraging and collaborative team environment

  • Dedication to safety through our Zero Harm policy

  • Check us Out:  A Day in a Life at Johnson Controls:

What you will do 


Under direct supervision of the Area Resource Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. 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 makes adjustments as needed to enhance customer satisfaction in a cost-effective manner.  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 technician to the appropriate customer and service 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.

  • Debrief activities daily.

  • Ensures Technicians are provided 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

  • Customer PO confirmation

  • WIP Management

  • Auto SR quotes

  • Reconcile exceptions (SIR and AP)

  • Attend weekly planning/scheduling meeting.

  • Service + rewards.

  • 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 have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.

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

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

Preferred

  • Associate degree preferred.

  • Experience and/or basic project accounting or costing principals is desired. 

#LI-JH1


Keywords:

HVAC, customer service, scheduling, technical support, service operations, project management, client communication, team coordination, preventative maintenance, service delivery

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