HVAC Service Coordination Specialist

2 weeks ago

Horsham, Pennsylvania, United States Johnson Controls Full time


Join our innovative team We are united in our mission to collaboratively develop impactful solutions that drive progress.

We invite you to become part of our diverse workforce of exceptional individuals - you contribute your skills, and we will provide the environment and opportunities for your growth and success.

Our commitment is to make a positive impact. Collaborate with an award-winning technology that promotes sustainability, safety, and well-being.

What we provide:

  • Attractive Starting Salary
  • Paid Training On-the-Job
  • Tuition Assistance
  • Global Career Advancement Opportunities with Unlimited Pathways
  • Company Vehicle (if applicable)
  • Referral Incentives
  • Comprehensive Benefits Package
  • Medical/Dental/Vision Coverage
  • Health Savings Account (HSA)
  • Life Insurance
  • 401(k) Plan with Company Match
  • Short-Term and Long-Term Disability Coverage
  • Employee Support Program
  • Wellness Initiatives
  • And More

Your Responsibilities:
Under general supervision, you will coordinate customer service requests from initiation to completion, optimizing technical resource productivity and profitability by effectively scheduling and dispatching Technicians with guidance from the Service Team Manager and Team Leads. Collaborate closely with the Service Team Manager to ensure that technical service tasks are completed within a reasonable timeframe and meet customer expectations. Assess and analyze technical team performance, making necessary adjustments to enhance customer satisfaction in a cost-effective manner.
Your Approach:
Receive customer requests for both scheduled and unscheduled services. Identify customer needs and match them with the appropriate Technician or Team Lead. Communicate the action plan and services to be delivered directly to the customer. Ensure that work meets customer expectations and conduct follow-ups as necessary. Address customer inquiries and resolve or escalate issues as appropriate. Upon completion, reconcile all service requests daily. Coordinate labor scheduling to align technicians with the appropriate customer and service requirements. Ensure Technicians receive daily schedules and maintain consistent communication with them. Follow up on activities to ensure completion within established timeframes. Assist in creating quotations for labor and materials. Develop and maintain strong, long-term relationships with customers and subcontractors. Prepare yearly, monthly, and weekly execution plans for scheduled service visits. Participate in business review meetings by preparing and discussing critical account information related to current profitability status (e.g., outstanding claims, service agreement variances, accounts receivable issues) and customer satisfaction concerns. Research and follow up on questions identified during monthly business reviews.

Ensure that all customer account information necessary for supporting call management activities and task scheduling is kept current in the management system.

Facilitate the administration of warranty claims. May guide and prioritize the activities of Customer Service Agent Assistants. Occasionally perform the duties of the Customer Service Agent Assistant as overflow demands arise.

What We Seek:

Required: High school diploma or equivalent. Experience in the HVAC/service industry managing service operations and inventory management. Must demonstrate the ability to work independently and exhibit strong organizational and attention to detail skills.

Strong interpersonal skills are essential for effective communication with both internal and external clients.

Ability to manage a diverse range of projects, tasks, and issues simultaneously with tact, cooperation, and persistence.

Capable of prioritizing work activities based on their financial impact on desired business objectives. Ability to influence diverse teams to achieve tasks and goals.

Preferred: An associate's degree is preferred. Three years of experience and/or basic project accounting or costing principles is desired. Experience in the HVAC/service industry managing service operations and/or service scheduling.

Johnson Controls International plc.

is an equal employment opportunity and affirmative action employer. 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 learn more about your equal opportunity and non-discrimination rights as a candidate, please visit the relevant resources.

If you are an individual with a disability and require accommodations during the application process, please consult the appropriate resources.

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