HVAC Truck Based Customer Resource Coordinator

4 weeks ago

Tampa, United States Johnson Controls Full time
Unleash your potential 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 our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. 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.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

Your next incredible opportunity is just a few clicks away

Here's What We Have To Offer 

What we offer 

  • Competitive pay

  • Paid vacation/holidays/sick time 10 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 internal resources 

  • Encouraging and collaborative team environment 

  • Dedication to safety through our Zero Harm policy 

  • Company vehicle, tools, and equipment provided to complete all jobs. 

  • JCI Employee discount programs (The Loop by Perk Spot) 

  • Check us Out: A Day in the Life of the Building of the Future 

What you will do
Under direct supervision of the Pod Team 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

  • 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 on financial impact to desired business goals.

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

  • Prior Dispatch experience

Preferred

  • Associates degree preferred

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

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