HVAC Customer Support Coordinator

4 days ago

Tucson, United States Johnson Controls Full time
HVAC Customer Support Coordinator at Johnson Controls summary:

The HVAC Customer Support Coordinator plays a critical role in managing safety statistics, scheduling service requests, and maintaining inventory for HVAC operations. With strong organizational skills and the ability to work independently, this position ensures technical services are delivered efficiently to meet customer expectations. The role also involves parts ordering, vendor management, and data analysis to enhance the overall customer experience.

THIS IS NOT A REMOTE POSITION. IT IS 100% ON SITE.

Be part of the future

We are one team, dedicated to working collaboratively to create the 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 make 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 (HAS)
    • 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

  • Parts Ordering/PO Creation Support

    • Order materials for Material Only SRs and update SR to the proper status to move forward for invoicing. 

    • Parts ordering for quoted jobs and SSVs can be delegated by the CRC to the CSC, on an as needed basis. The following information must be provided:

      • Part Description

      • Part Number

      • Quantity

      • Vendor Information

      • Activity Number

    • The CSC will update the Special Handling field with the date the parts were ordered, ex: 11/9, Parts Ordered - CSC Initials

  • RMAs

  • Update on-call list. 

  • Subcontract saperwork

    • Supply Chain Finance

  • Various Report Tracking (Vibration, Oil, Regrigerant)

  • Maintain Customer Bill to Account Information.

  • Ensure Specialty tools have been returned.

  • Request and Send out Ceriticates of Insurance (COI)

  • New Truck Creations

  • Close Inventory Trunks

  • Vendor Set-up

    • Global Preferred Supplier List

  • Fleet

  • Uniforms

What we look for

Required

  • 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.

Preferred

  • Associate’s degree preferred.

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


Keywords:

HVAC, customer support, service coordination, inventory management, scheduling, safety training, technical support, service operations, service requests, parts ordering

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