Client Resource Coordinator

Johnson Controls; Ann Arbor (MI); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls is seeking an HVAC Customer Resource Coordinator in Ann Arbor, MI. Under supervision of Area Resource Manager, you will receive and schedule customer calls for service, manage technician schedules, and ensure timely preventive maintenance.

You will debrief daily with technicians, coordinate with billing and support teams, and maintain accurate customer account information in NxGen. On-site role with comprehensive benefits, competitive hourly pay, and opportunities to streamline

Qualifications

• High school diploma or equivalent required, plus 2–5 years of service industry experience managing service operations and/or service scheduling.
• Strong interpersonal and communication skills with internal and external clients.
• Ability to manage a large, diverse set of tasks with tact and persistence.
• Ability to prioritize work based on financial impact and business goals.

Responsibilities

• Receive and schedule customer calls for service and coordinate labor scheduling.
• Communicate action plans and services to customers and ensure customer expectations are met.
• Debrief activities daily and maintain daily schedules for technicians.
• Maintain accurate customer account information in NxGen and assist with time/expense reporting.
• WIP management, PO creation support, and attendance at team meetings.

Skills

Scheduling

Customer service

Time management

Communication

Prioritization

Education

High school diploma or equivalent

Associate degree (preferred)

Tools

NxGen

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.

What You Will Do

Under direct supervision of the Area Resource Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debrief 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

• This position is on site preferred.
• 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 daily team huddles
• 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.

Required

What we look for

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills. 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 on financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• Associate degree.
• Experience and/or basic project accounting or costing principles.

HIRING HOURLY RANGE: $26.06 - 38 (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"