Client Resource Coordinator

Alloy Enterprises; New York (NY); On-site; USD 33,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Paid vacation holidays

Comprehensive benefits from day one

On-the-job cross-training

Collaborative team environment

Zero Harm safety policy

Scheduling and planning support

Employee discount programs

Job summary

Johnson Controls in New York is seeking a service scheduling coordinator to receive and schedule customer calls for service, manage technician calendars, and ensure timely preventative maintenance aligned with monthly forecasts.

You will debrief daily with technicians, coordinate with Billing and Support to move jobs through the process, and maintain up-to-date customer data in NxGen in a collaborative, on-site team environment.

Qualifications

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Ability to work independently with strong organizational and attention to detail skills.
• Strong interpersonal skills to effectively communicate with internal and external clients.
• Ability to manage a large and diverse number of projects, tasks, and issues with tact and persistence.
• Ability to prioritize work activities based on financial impact to goals.
• Ability to influence diverse teams to accomplish tasks/goals.

Responsibilities

• Receive and schedule customer calls for service under direct supervision.
• Manage the schedule of assigned technicians and mechanics for timely maintenance.
• Debrief activities daily and coordinate with technicians to resolve concerns quickly.
• Coordinate with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs.
• Communicate action plans and services to be provided to customers.
• Ensure work meets customer expectations and perform follow-up as needed.
• Maintain daily technician schedules and ensure consistent communication with the team.
• Keep customer account information up to date in NxGen and support time/expense reporting.

Job description

Company Overview:

Johnson Controls is a world leader in smart buildings, creating safe, healthy and sustainable spaces.

For more than 140 years, we’ve made buildings better and now we’re transforming them again with our award-winning digital technologies and services. We’re using artificial intelligence and data driven solutions to give you deeper insight into your building’s health, sustainability and performance. It’s changing the way we design, operate and maintain indoor environments and driving to a new era of autonomous buildings.

We deliver the blueprint of the future for industries such as healthcare, schools, data centers, airports, stadiums, hotels, manufacturing and beyond through OpenBlue, our comprehensive suite of connected solutions.

Johnson Controls offers the world’s largest portfolio of building technology, software and services. We are helping customers achieve their sustainability goals and power their mission.

Here’s what we have to offer

• Competitive pay
• Paid vacation, holidays, and 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, 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.

What we look for

Required

• 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: $24- $35 (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

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.