HVAC Client Resource Coordinator

Johnson Controls, Inc.; San Antonio (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

On-site role

Job summary

Johnson Controls, Inc. is seeking an HVAC Customer Resource Coordinator to manage customer service requests, schedule technicians, and support billing and administration.

This on-site role (San Antonio, TX) requires a strong service operations background and solid communication with internal and external customers. You will coordinate field labor, ensure timely service delivery, and maintain accurate customer records.

Qualifications

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Strong interpersonal, organizational and attention to detail skills.
• Ability to communicate effectively with internal and external clients.
• Capacity to manage a large and diverse set of tasks with tact and persistence.
• Ability to prioritize tasks based on financial impact and business goals.
• Ability to influence diverse teams to accomplish tasks.

Responsibilities

• Receives and schedules customer service requests and coordinates labor scheduling.
• Communicates action plans and services to be provided to customers.
• Ensures work aligns with preventative maintenance and monthly forecasting goals.
• Supports billing, customer support, and administrative processes.
• Maintains up-to-date customer account information in NxGen.
• Attends daily team huddles and weekly planning meetings.
• Assists with time and expense reporting and timesheet accuracy.
• Performs other duties and administrative tasks as assigned.

Skills

Interpersonal skills

Organizational skills

Time management

Communication

Independent work

Education

High school diploma

Associate degree

Tools

NxGen

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 direct supervision of the team service manager, the HVAC Customer Resource Coordinator receives and schedules customer service requests, manages technician and mechanic schedules, and helps ensure work is completed on time and aligned with preventative maintenance and monthly forecasting goals. This role also supports the daily flow of completed jobs through billing, customer support, and administrative processes.

How you will do it

• This position is on site
• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technicians to the appropriate customer and service needs.
• 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.
• 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.
• Ensures 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.
• Reconcile exceptions (SIR and AP).
• Attend daily team huddles
• Attend weekly planning/scheduling meetings.
• 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.

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 on financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• Associate degree.
• Experience and/or basic project accounting or costing principles.