Client Resource Coordinator

Johnson Controls; Richland (MS); On-site; USD 29,000 - 40,000; Full time

Job summary

Johnson Controls, Inc. is seeking a Service Scheduler to manage and optimize field service work. You will schedule technicians, coordinate with customers and project teams, and ensure on-time service delivery using the SEDU AI Scheduling Platform.

You will monitor workloads, communicate changes to customers, escalate issues when needed, and support business reviews and billing as part of daily duties. Strong customer service, communication, and Excel skills are essential.

Qualifications

• 2 years customer service experience
• Expert Communication Skills
• Expert Organizational Skills
• Coordinating/Scheduling in a service-related Industry
• Intermediate Excel Skills
• Associates or Bachelors preferred

Responsibilities

• Receive requests for unscheduled or scheduled work from customers and match technicians with assistance from team leads.
• Communicate the schedule directly to the customer and ensure work meets expectations.
• Answer inquiries, resolve or escalate issues as appropriate, and reconcile requests daily.
• Coordinate labor scheduling to align technicians with customers and licensing needs.
• Provide updated daily schedules to Technicians and maintain project details.
• Maintain multiple installation email inboxes for reports and records.
• Develop relationships with customers, contractors, and subcontractors.
• Participate in weekly operations/installation meetings and report scheduling status.

Skills

Customer service

Communication skills

Organizational skills

Coordinating scheduling

Excel

Education

Associates or Bachelors preferred

Tools

Oracle systems

SEDU Scheduling Platform

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

This position will be responsible for the scheduling and optimization of service work. Scheduler will have the responsibility of ensuring all customer commitments are met in-regard to service delivery.

Utilize an AI Scheduling Platform (SEDU) to create technician schedules and help identify changes, updates, and maintenance of daily technician activities.

Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert leadership of potential problems resulting from customer or field complaints and work to resolve.

Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management. Monitor effectiveness and take corrective actions as required.

Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customer's expectations making judgements based on current workloads and priorities.

Monitor Technician activity and schedules ensuring that customer commitments are met, clearly communicate status changes back to the customer in-regards to early or late anticipated arrivals.

How you will do it:

• Receives customers, electrical contractors, Project Mangers, and or Project Coordinators requests for unscheduled or scheduled work . Determines customer needs and matches appropriate Technician with assistance from the Operations / install team leads as needed.
• Communicates the schedule 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 external and internal customer requests daily.
• Coordinates labor scheduling to align technicians to the appropriate customer and required licensing if required with assistance from the Operations / install team leads as needed .
• Ensures Technicians are provided updated daily schedules via the scheduling platform prior the next day and are provided details of the projects , scope and contact information with assistance from Project Mangers, Project Coordinators and Operations / install team leads .
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Maintains and manages multiple Installation email INBOXES for Daily Construction reports, Installation NFPA 72 Record of Completion documents and Test and Inspection reports .
• Develops and maintains viable long-term relationships with customers, electrical contractors and subcontractors.
• Participates in weekly Operations/ Installation meetings by preparing and discussing Scheduling status and customer satisfaction positive and or negative issues .
• Researches and follows up on questions identified during monthly business review.
• May work with the Service Scheduling team for requests to maintain installation technicians utilization and or special situations for scheduling .

• Business review support
• Billing support
• Customer retention support
• Answer incoming customer calls and resolve issues and/or take notes to pass to appropriate department
• Other duties and administrative activities as assigned.
• Qualifications – External

Qualifications –What we look for

Required:

2 Years Customer Service Experience

Expert Communication Skills

Expert Organizational Skills

Coordinating/Scheduling in a service-related Industry

Intermediate Excel Skills

Minimum Qualifications/Skills:

2 years customer service experience

Associates or Bachelors preferred

Experience working in a JCI District Office or in a fast-paced work environment

Excellent written and communication skills

Use of Oracle systems preferred

Product knowledge of life safety (Fire Alarm & Sprinkler) equipment preferred

HIRING HOURLY RANGE: $21-$29 (Hourly rate to be determined by the education, experience,knowledge, skills, and abilities of the applicant, internal equity, and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However, we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. If you believe yourbac ground warrants consideration beyond the stated range, we encourage you to apply. Tosupport an efficient and fair hiring process, we may use technology assisted tools, includingartificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions areultimately made by human reviewers. For details, please visit the About Us tab on theJohnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us