Client Resource Coordinator 2

Johnson Controls, Inc.; Norfolk (VA); On-site; USD 29,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Paid vacation, holidays, and sick time

401K and comprehensive benefits from “

On-the-job/cross-training

Collaborative team environment

Safety focus through Zero Harm policy

Scheduling and management support

Employee discount programs

Job summary

Johnson Controls, Inc. is seeking an HVAC Customer Resource Coordinator to on-site coordinate and schedule service for customers. You will manage technician schedules, debrief daily, and ensure timely completion of maintenance aligned with forecasts.

The role emphasizes strong communication, multitasking, and the ability to liaise with billing and support teams to progress jobs. On-site work with comprehensive benefits is provided.

Qualifications

• High school diploma or equivalent required.
• Two to five years of service industry experience managing service operations and/or service scheduling.
• Ability to work independently with strong organizational skills.
• Excellent interpersonal communication with internal and external customers.
• Ability to manage a large, diverse workload with tact and persistence.

Responsibilities

• Receive and schedule customer calls for service.
• Coordinate labor scheduling to align technicians with service needs.
• Communicate action plan and services to customers.
• Ensure work meets customer expectations and follow up as needed.
• Escalate issues when appropriate and participate in daily debriefs.
• Maintain accurate customer account information in NxGen.
• Assist with timekeeping, expense reporting, and timesheets.

Skills

Service scheduling

Service operations management

Interpersonal communication

Multitasking

Prioritization by financial impact

Cross-functional collaboration

Education

High school diploma or equivalent

Associate degree

Tools

NxGen system

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.

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, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics. Ensures schedule allows fortimelycompletionof preventative maintenance and aligns with monthly forecasting goals. Debrief activities of assignedtechnicians/mechanicsdaily, coordinating withtechnicians/mechanicsto resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriatebusinessprocess.

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 customerand service needs.
• Communicates the action plan and services to beprovideddirectlyto 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 providedwith 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 requiredto 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.
• Assistwith 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 demonstratethe ability to perform work independently and demonstrate solid organizational and attention to detail skills.anddemonstratesolidorganizational 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 impactto desired business goals.
• Able to influence diverse teams toaccomplishtasks/goals.

Preferred

• Associatedegree.
• Experience and/or basic project accounting or costing principles.

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 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