HVAC Client Resource Coordinator

Johnson Controls, Inc.; Albuquerque (NM); On-site; USD 45,000 - 62,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls, Inc. is seeking a Customer Resource Coordinator in Albuquerque to coordinate service operations, schedules, and inventories. You will work closely with the Service Team Manager to ensure timely, cost-effective service delivery and high customer satisfaction.

Strong Excel/Word skills, independent work style, and ability to manage multiple tasks are essential. The role offers a competitive hourly wage with benefits and opportunities for professional growth within a global leader

Qualifications

• High school diploma or equivalent plus at least five years of service industry experience in managing service operations and/or service scheduling.
• Strong organizational skills and attention to detail with ability to work independently.
• Excellent interpersonal skills for communicating with internal and external clients; able to manage multiple tasks simultaneously.
• Proficient with Microsoft Word, Excel, PowerPoint and internet business applications; strong data management capabilities.
• Ability to prioritize work based on financial impact and influence diverse teams to achieve goals.

Responsibilities

• Coordinate safety statistics, track safety training, and manage truck inventory counts under supervision.
• Generate on-call schedules, assist with customer surveys, and follow up on connected system needs with the STM and Team Leads.
• Schedule technicians and dispatch resources; process customer orders and shipments; manage customer accounts.
• Reconcile service requests daily and maintain up-to-date customer and account information in NxGen.
• Create new customer accounts, RMAs, and inventories; participate in business review meetings and critical profitability discussions.

Job description

About us

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 general supervision, coordinates employee safety statistics, track safety training, track and manage truck inventory counts, generate on-call schedules, assist with customer surveys, and follow up on connected system’s needs. Work with CRC to schedule customer service requests, from initiation to service completion, and maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads. Generate and track customer orders, process shipments, track branch, and vehicle inventories, set up new customer accounts, and work with vendors on invoice and shipment issues.
Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it

• Utilize Microsoft Windows platform tools and company software to track, manage, and support operations metrics.
• Receives customer requests for unscheduled or scheduled service. Determines customer needs and matches appropriate Technician or Team Lead to the 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. Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Upon completion, reconciles all service requests daily.
• Coordinates labor scheduling to align technicians to the appropriate customer and service needs. Ensures Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
• Assists with the creation of L&M quotations.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Prepares yearly, monthly, and weekly inventory counts and uploads into company platforms.
• Create new employee trunk locations, tool, and product inventories.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during the monthly business reviews.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
• Create new customer accounts, reconcile updates, and manage changes with account information.
• Facilitates administration of warranty claims.
• Track and update monthly, quarterly, and annual inventory cycle counts.
• Periodically performs duties of the Customer Resource Coordinator as overflow demands.
• Create RMA’s, prepare shipments for return, track receipt, and follow up on any delays.
• Other duties and administrative activities as assigned.

What we look for

Required

• High school diploma or equivalent required, plus a minimum of 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.
• Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, PowerPoint and Internet business application usage and strong data management capabilities.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• Experience and/or basic project accounting or costing principles are desired.

HIRING HOURLY RANGE: $33-45 (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