Client Resource Coordinator

Johnson Controls, Inc.; Roswell (GA); On-site; USD 31,684 - 42,705; Full time

Job summary

Johnson Controls, Inc. in Roswell, GA is seeking a Service Scheduling Specialist to receive and schedule customer service calls and to manage technician calendars for timely preventative maintenance.

You will coordinate with Billing and Support, verify plans with customers, and keep NxGen records up to date. The role requires strong communication, organization, and multitasking abilities.

Qualifications

• High school diploma or equivalent with 2–5 years in service operations or scheduling.
• Strong organizational and detail-oriented skills.
• Excellent interpersonal skills for internal/external clients.
• Ability to manage multiple projects and tasks with tact.
• Ability to prioritize work by financial impact.
• Ability to influence diverse teams.

Responsibilities

• Receive and schedule customer calls for service.
• Manage schedule of technicians and mechanics.
• Debrief technicians daily and resolve concerns quickly.
• Coordinate with Billing Coordinators and Customer Support Coordinators to progress completed jobs.
• Maintain up-to-date customer account information in NxGen.
• Provide daily technician schedules and ensure timely execution of tasks.
• Handle parts ordering and PO creation support.
• Attend weekly planning/scheduling meetings.
• Assist with monitoring time reporting and timesheet corrections.
• Perform other duties as assigned.

Skills

Interpersonal communication

Organizational skills

Attention to detail

Time management

Customer service

Scheduling

Education

High school diploma or equivalent

Associates 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 team 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 will you do it

• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technician to the appropriate customer and service 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.
• Answer any customer inquiries and resolve or elevate 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.
• Ensure 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
• Auto SR quotes
• Reconcile exceptions (SIR and AP)
• Attend weekly planning/scheduling meeting
• Assist with monitoring of time 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.
• 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.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• Associates degree preferred
• Experience and/or basic project accounting or costing principals is desired

HIRING HOURLY RANGE: $23-$31 (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 yourbackground 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 the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us
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