HVAC Client Resource Coordinator

jci; Town of Florida (NY); On-site; USD 41,000 - 56,000; Full time

Benefits offered by this job

Competitive benefits package

Job summary

Johnson Controls is seeking a Service Dispatch Coordinator to receive and schedule customer service calls, manage technician calendars, and ensure timely preventative maintenance aligned with forecasts. You will debrief technicians daily and coordinate with billing and support to advance jobs through processes.

The role emphasizes independent work, strong organization, and excellent interpersonal skills to manage many simultaneous tasks and customer inquiries while maintaining accurate NxGen

Qualifications

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Strong organizational and attention to detail skills.
• Strong interpersonal skills to effectively communicate with both internal and external clients; ability to manage many projects simultaneously.
• Ability to prioritize work activities based upon financial impact to desired business goals.
• Ability to influence diverse teams to accomplish tasks/goals.

Responsibilities

• Receives and schedules customer calls for service under direct supervision of the Pod Team Manager.
• Coordinates labor scheduling to align technicians to customer and service needs.
• Communicates the action plan and services to be provided directly to the customer and follows up as needed.
• Answers customer inquiries and resolves or escalates issues as appropriate.
• Debriefs activities daily and ensures technicians have daily schedules.
• Maintains up-to-date customer account information in NxGen and supports parts ordering/PO creation.
• Attends weekly planning/scheduling meetings and assists with time and expense reporting.

Skills

Service scheduling

Organizational skills

Interpersonal skills

Time management

Communication

Education

Associate's degree

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 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 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.

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: $30-41 (Hourly rate to be determined by the education, experience,knowledge, skills, and abilities of the applicant, internal equity, and alignment with marketdata.) 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. Tosupport 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 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

#techhiring

• This position includes a competitive benefits package.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.