Customer Resource Coordinator for HVAC Services

2 weeks ago

West Valley City, Utah, United States Johnson Controls International Full time

Customer Resource Coordinator for HVAC Services

Join Our Innovative Team

At Johnson Controls International, we are united in our mission to collaboratively develop impactful solutions that drive progress. We invite you to become a part of our diverse workforce, where your skills and talents will be nurtured, allowing you to thrive and excel. Our commitment is to make a significant difference in the industry.

What We Provide:

  • Competitive Starting Salary
  • Comprehensive Training Programs
  • Educational Assistance
  • Opportunities for Global Career Advancement
  • Company Vehicle (when applicable)
  • Incentives for Employee Referrals
  • Extensive Benefits Package
    • Medical, Dental, and Vision Coverage
    • Health Savings Account (HSA)
    • Life Insurance Coverage
    • 401(k) Plan with Company Matching
    • Short-Term and Long-Term Disability Insurance
    • Employee Assistance Services
    • Wellness Initiatives
    • And More

Key Responsibilities
Under the guidance of the Pod Team Manager (Customer Service Dispatch Supervisor), you will manage and schedule customer service requests. You will oversee the daily agenda of assigned technicians and mechanics, ensuring timely execution of preventative maintenance while aligning with monthly operational forecasts. You will also debrief daily activities of technicians/mechanics, working closely with them to swiftly address any issues. Furthermore, you will evaluate job completions and collaborate with Customer Billing and Support Coordinators to facilitate the progression of completed tasks through the appropriate channels.

Your Approach

  • Handle customer inquiries for both scheduled and unscheduled services.
  • Coordinate technician schedules to match customer needs effectively.
  • Communicate the service plan and details directly to customers, ensuring their expectations are met and following up as necessary.
  • Address customer questions and resolve or escalate issues as needed.
  • Conduct daily debriefs of technician activities.
  • Provide technicians with their daily schedules and maintain open lines of communication. Follow up on tasks to ensure timely completion.
  • Keep customer account information updated in the management system to support scheduling and call management activities.
  • Ensure timely execution of scheduled service visits.
  • Assist with parts ordering and purchase order creation.
  • Provide start-up support and confirm customer purchase orders.
  • Manage work-in-progress (WIP) effectively.
  • Generate auto service request quotes.
  • Reconcile discrepancies in service requests and accounts payable.
  • Participate in weekly planning and scheduling meetings.
  • Support monitoring of time and expense reporting submissions.
  • Review and correct any unassociated time entries for technician timesheets.
  • Perform additional duties and administrative tasks as assigned.

Qualifications We Seek

Required Qualifications

  • High school diploma or equivalent, with two to five years of experience in service operations or scheduling.
  • Proven ability to work independently with strong organizational skills and attention to detail.
  • Excellent interpersonal skills for effective communication with internal and external stakeholders. Ability to manage multiple projects and tasks with professionalism and persistence.
  • Capability to prioritize tasks based on their financial impact on business objectives.
  • Ability to influence diverse teams to achieve goals.
  • Previous dispatch experience is essential.

Preferred Qualifications

  • An associate's degree is preferred.
  • Familiarity with basic project accounting or costing principles is advantageous.

Applications are accepted on an ongoing basis.

COMPENSATION RANGE: (Hourly rate will be determined based on education, experience, knowledge, skills, and abilities of the applicant, internal equity, and market alignment.) This position includes a competitive benefits package. For more information, please refer to the Employee Benefits section on our main careers page.

Johnson Controls International plc. is an equal opportunity employer 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. For more information about your equal opportunity and non-discrimination rights as a candidate, please visit the appropriate resources. If you are an individual with a disability and require accommodations during the application process, please reach out for assistance.

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