HVAC Dispatch & Resource Coordinator

Johnson Controls, Inc.; Dartmouth; On-site; CAD 32,000 - 44,000; Full time

Benefits offered by this job

Competitive pay

Paid vacation, holidays, and sick time

Comprehensive benefits from day one

Extensive training opportunities

Collaborative team environment

Zero Harm safety policy

Job summary

Johnson Controls, Inc. is seeking a highly organized service scheduling professional to receive and schedule customer service calls, coordinate technician visits, and ensure timely preventative maintenance.

Under the Service Manager, you will debrief technicians, align schedules with forecasting goals, and support customer billing and support processes. You will communicate plans directly to customers, verify work meets expectations, and maintain accurate customer account data in NxGen.

Qualifications

• High school diploma or equivalent required.
• Ability to work independently with strong organizational and attention to detail skills.
• Strong interpersonal skills to communicate with internal and external clients.
• Ability to manage a large, diverse number of projects and tasks with tact and persistence.
• Ability to prioritize work based on financial impact to business goals.
• Ability to influence diverse teams to accomplish tasks and goals.

Responsibilities

• Receive and schedule customer service calls under supervision of Service Manager.
• Manage technician and mechanic schedules to meet maintenance timelines.
• Coordinate with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs.
• Communicate action plans and services to be provided directly to the customer.
• Ensure work meets customer expectations and follow up as needed.
• Debrief activities daily and maintain daily technician schedules in NxGen.
• Assist with parts ordering, start-up support, and time/expense reporting.
• Attend weekly planning and scheduling meetings.

Skills

Strong interpersonal skills

Excellent organizational skills

Attention to detail

Independent worker

Multi-tasking

Effective communication

Education

High school diploma or equivalent

Associated degree (preferred)

Tools

NxGen system

Job description

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Here's what we have to offer

• Competitivepay.
• Paid vacation, holidays, and sick time.
• Comprehensive benefits package, including pension plans, medical, dental, and vision care - available from day one.
• Extensive product andon-the-job/cross-trainingopportunities, supported by our outstanding internal resources.
• Encouraging and collaborative team environment.
• Dedication to safety through our Zero Harm policy.
• This role requires working primarily from the office.

What you will do

Under direct supervision of Service Manager, 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. 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

• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technicians to the appropriate customer and service needs.
• 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 with 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 meetings.
• 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 demonstrates 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 on 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.
• Associated degree.
• Experience and/or basic project accounting or costing principles.

HIRING HOURLY RANGE: $29.00-$39.70 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us