HVAC Customer Support Operations Coordinator

2 weeks ago

West Jordan, Utah, United States Johnson Controls Full time
HVAC Truck-Based Customer Support Coordinator

Unlock your potential with Johnson Controls

As a prominent player in the realm of intelligent, healthy, and sustainable buildings, our goal is to redefine building performance to benefit individuals, environments, and the planet. Become a part of our successful team and shape a promising future. With our vast presence across multiple sectors globally, our teams are ideally equipped to support and empower you. You will have the chance to grow through impactful work assignments and educational opportunities. We are committed to providing our employees with an experience that emphasizes their physical, financial, and emotional well-being.

Become a member of the Johnson Controls family and flourish in a culture that appreciates your insights and contributions.

Discover the exceptional opportunities we offer

What we provide
  • Competitive compensation
  • Paid time off, holidays, and sick leave
  • Comprehensive benefits package, including 401K, medical, dental, and vision coverage - available from day one
  • Extensive product and on-the-job/cross-training opportunities, supported by our exceptional internal resources
  • Supportive and collaborative team environment
  • Commitment to safety through our Zero Harm policy
  • Company vehicle, tools, and equipment provided for all tasks
  • Scheduling and management assistance
  • Employee discount programs (The Loop by Perk Spot)
Your responsibilities

Under general supervision, you will coordinate employee safety metrics, monitor safety training, manage truck inventory counts, generate on-call schedules, assist with customer feedback, and address connected system requirements. Collaborate with the Customer Response Center to schedule service requests from initiation to completion, maximizing technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the Service Team Manager and Team Leads. Generate and monitor customer orders, process shipments, manage branch and vehicle inventories, establish new customer accounts, and liaise with vendors regarding invoice and shipment concerns.
Work effectively with the Service Team Manager to ensure technical service tasks are completed promptly and meet customer expectations. Analyze and evaluate technical team performance and make adjustments as necessary to enhance customer satisfaction in a cost-effective manner.

Your approach
  • Utilize Microsoft Windows tools and company software to track, manage, and support operational metrics.
  • Develop and maintain strong long-term relationships with customers and subcontractors.
  • Prepare annual, monthly, and weekly inventory counts and upload data into company systems.
  • Create new employee trunk locations, tools, and product inventories.
  • Participate in business review meetings by preparing and discussing critical account information relevant to current profitability status (e.g., outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction concerns. Research and follow up on inquiries identified during monthly business reviews.
  • Ensure that all customer account information necessary for call management activities and task scheduling is kept current in NxGen.
  • Create new customer accounts, reconcile updates, and manage changes to account information.
  • Facilitate the administration of warranty claims.
  • Track and update monthly, quarterly, and annual inventory cycle counts.
  • Create RMAs, prepare shipments for return, track receipt, and follow up on any delays.
  • Perform other duties and administrative tasks as assigned.
Qualifications

Required
  • High school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling.
  • Ability to work independently and demonstrate strong organizational and attention to detail skills.
  • Strong interpersonal skills to effectively communicate with both internal and external clients. Ability to manage a diverse range of projects, tasks, and issues with tact, cooperation, and persistence.
  • Proficient computer skills in Advanced Microsoft Word, Excel, PowerPoint, and Internet business applications, along with strong data management capabilities.
  • Able to prioritize work activities based on financial impact to desired business goals.
  • Able to influence diverse teams to achieve tasks/goals.
Preferred
  • Associate's degree preferred.
  • Experience and/or basic project accounting or costing principles is desired.
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer, and 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.

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