Client Resource Coordinator

Johnson Controls; Town of Florida (NY); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls is seeking an organized service operations coordinator in the United States. You will receive and schedule service calls, manage technician assignments, and ensure timely maintenance aligned with forecasts.

You will communicate action plans to customers, debrief daily with technicians, and keep NxGen records up to date. Strong interpersonal skills and attention to detail are essential for success.

Qualifications

• High school diploma or equivalent required; 2–5 years in service ops or scheduling.
• Strong interpersonal and communication skills with internal and external clients.
• Ability to manage multiple projects, tasks and issues with tact and persistence.
• Prioritize activities based on financial impact to business goals.
• Ability to influence diverse teams to accomplish tasks.

Responsibilities

• Receive and schedule customer service calls; manage technician schedules.
• Ensure schedules enable timely preventative maintenance and forecasting.
• Debrief technicians daily and resolve concerns quickly.
• Collaborate with billing and support to progress completed jobs.
• Coordinate labor scheduling and communicate plans to customers.
• Maintain up-to-date customer account information in NxGen.
• Handle service visits, parts orders, PO creation, and time tracking.
• Attend planning meetings and support time/expense reporting.

Skills

Service scheduling

Organizational skills

Attention to detail

Interpersonal skills

Time management

Influence diverse teams

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 Pod Team Manager (Customer Service Dispatch Supervisor), 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
• Service + rewards
• 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.
• 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 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. 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 #techhiring