Client Resource Coordinator

Johnson Controls, Inc.; Milwaukee (WI); On-site; USD 66,106,000 - 90,922,000; Full time

Benefits offered by this job

Competitive Starting Pay

Paid Training

Global Advancement Opportunities

Referral Bonuses

Comprehensive Benefits

Medical/Dental/Vision insurance

Health Savings Account

Life Insurance

401(k) savings plan with company match

Short-Term and Long-Term Disability

Employee Assistance Program

Wellness Program

AndMore!

Job summary

Johnson Controls, Inc. is seeking a capable coordinator to manage service requests from initiation to completion, optimizing technician schedules and resources to maximize efficiency and profitability.

You will partner with district management to ensure timely service delivery and customer satisfaction within a cost-conscious framework. Ideal candidates have 2–4 years in service operations, strong organizational and interpersonal skills, and the ability to manage multiple tasks while

Qualifications

• Associates degree preferred, high school diploma or equivalent required.
• 2-4 years of service industry experience managing service operations and/or service scheduling.
• Ability to work independently with strong organizational and detail skills.
• Strong interpersonal skills to communicate with internal and external clients.
• Ability to handle a large and diverse number of projects with tact and persistence.
• Ability to prioritize work based on financial impact to business goals.
• Experience with basic project accounting or costing principles is desired.
• Ability to influence diverse teams to accomplish tasks and goals.

Responsibilities

• Coordinate customer service requests from initiation to completion.
• Match requests with the appropriate Technician or Team Lead.
• Communicate action plans and services to customers.
• Ensure work meets customer expectations and follow up as needed.
• Answer inquiries and resolve or escalate issues when appropriate.
• Reconcile service requests daily for billing and inquiries.
• Schedule labor to align technicians with needs.
• Maintain communication with Technicians and follow up to complete tasks.

Skills

Interpersonal skills

Attention to detail

Organizational skills

Communication

Multitasking

Influence

Education

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.

Visit johnsoncontrols.com for more information and follow @Johnsoncontrols on socialplatforms.

What we offer:

• Competitive Starting Pay

• Paid Training

• Global Advancement Opportunities

• Referral Bonuses

• Comprehensive Benefits

• Medical/Dental/Visioninsurance

• Health Savings Account (HSA)

• Life Insurance

• 401(k) savings plan with company match

• Short-Term and Long-Term Disability

• Employee Assistance Program

• Wellness Program

• AndMore!

What you will do

Under general supervision, coordinates customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently coordinating technician schedules and needs.

Partners effectively with the district management 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.

How you will do it

• Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the 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.
• Upon completion, reconciles all service requests daily by billing service requests or answering inquiries from the billing team.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Assists with creation of L&M quotations and service calls.
• Cuts purchase orders for necessary material or subcontractor assistance.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e., past due inspections, billable service work, scheduling obstacles) and customer satisfaction issues.
• Researches and follows up on questions identified during monthly business review.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date.
• Business review support
• Billing support
• Customer retention support
• Facilitates administration of warranty claims.
• Answer incoming customer calls and resolve issues and/or takes notes to pass to appropriate department.
• Other duties and administrative activities as assigned.

What we look for

Required

• Associates degree preferred, high school diploma or equivalent required
• Preferred minimum of 2-4 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.
• 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.
• Experience and/or basic project accounting or costing principals is desired.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• NxGen

HIRING HOURLY RANGE: $23.07 - 31.73 (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