HVAC Customer Resource Coordinator

4 weeks ago

Austin Texas, Travis County, TX, United States Johnson Controls International 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:

  • Competitive pay.
  • Paid vacation, holidays, and sick time - 10 days of vacation for the first year (plus sick time).
  • Comprehensive benefits package, including 401K, medical, dental, and vision care - available from day one.
  • Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources.
  • Encouraging and collaborative team environment.
  • Dedication to safety through our Zero Harm policy.
  • Scheduling and management support.
  • JCI Employee discount programs (The Loop by Perk Spot).

What you will do
Under direct supervision of the Area Resource Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. 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. 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

  • Candidate will work a 7:30 am to 4:30 pm shift which includes 1-hour lunch. This is not a remote position; you will be onsite.
  • Receives customer requests for unscheduled or scheduled service.
  • Coordinates labor scheduling to align technician to the appropriate customer and service need.
  • 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 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
  • Reconcile exceptions (SIR and AP)
  • Attend weekly planning/scheduling meeting.
  • 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.
  • 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 upon financial impact to desired business goals.
  • Able to influence diverse teams to accomplish tasks/goals.

Preferred

  • Two to five years of service industry experience and/or service scheduling.
  • Associate 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. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.

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