HVAC Customer Resource Coordinator

YDU JC Air Cond & Ref Inc.- Dubai; Salem (VA); On-site; USD 82,237,000 - 101,234,000; Full time

Benefits offered by this job

401K

Medical insurance

Dental insurance

Vision insurance

Paid vacation

Holidays

Sick time

Employee discounts

Job summary

Johnson Controls is seeking an HVAC Customer Resource Coordinator in Salem, VA to receive and schedule service requests, coordinate labor, and keep customers informed throughout the service lifecycle. This full-time on-site role requires strong organization, excellent communication, and collaboration with billing and support teams to ensure timely, accurate work and positive customer experiences.

A competitive benefits package and paid time off are included, with opportunities for training and

Qualifications

• High school diploma or equivalent with 2–5 years in service scheduling/operations.
• Strong organizational and communication skills with ability to manage multiple tasks.
• Ability to interact effectively with internal and external clients and colleagues.

Responsibilities

• Receive and schedule customer requests for unscheduled and scheduled service.
• Coordinate labor scheduling to match technicians and service needs.
• Communicate action plans and services to customers clearly.

Skills

Scheduling

Customer service

Communication

Organizational skills

Problem solving

Education

High school diploma

Associate degree (nice to have)

Tools

NxGen

Job description

Role Overview

Under direct supervision of the Truck Based Service Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service, manages the schedule of assigned technicians and mechanics, and helps ensure preventative maintenance is completed on time and aligned with monthly forecasting goals. You will also debrief technicians daily, resolve issues quickly, and support the movement of completed work through the business process.

Key Responsibilities

• Receive and schedule customer requests for unscheduled and scheduled service.
• Coordinate labor scheduling to match technicians and mechanics to the right customer and service need.
• Communicate the action plan and services to be provided directly to the customer.
• Confirm that work has been completed to customer expectations and follow up as needed.
• Answer customer inquiries and resolve or elevate issues appropriately.
• Debrief assigned technicians and mechanics daily and maintain consistent communication with them.
• Support scheduled service visits, parts ordering and PO creation, start-up support, customer PO confirmation, WIP management, and reconciliation of exceptions.
• Keep customer account information current in NxGen and support time and expense reporting follow-up.
• Review and correct unassociated technician time and assist with other administrative activities as assigned.
• Attend daily team huddles and weekly planning and scheduling meetings.

How You Will Do It

This is a full-time on-site position, where accuracy, responsiveness, and follow-through help keep service commitments on track. Own the daily schedule with accountability, safety, and integrity, making sure technicians are assigned effectively and customer needs are handled promptly. Stay close to the work by maintaining steady communication with technicians, customers, and internal partners to remove barriers quickly. Use clear, candid problem-solving when issues arise, and work with others to improve outcomes for customers and the team. Collaborate across functions with Customer Billing Coordinators, Customer Support Coordinators, and service management to move completed jobs through the process without delay. Keep information up to date in NxGen, monitor WIP activities, and support timely handling of schedule changes, exceptions, and reporting needs. Look for better ways to work every day by helping refine scheduling, communication, and follow-up practices while contributing to a supportive team environment.

Qualifications

• High school diploma or equivalent, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Ability to work independently with strong organizational skills and attention to detail.
• Strong interpersonal skills and the ability to communicate effectively with internal and external clients.
• Ability to handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
• Ability to prioritize work activities based on financial impact to business goals.
• Ability to influence diverse teams to accomplish tasks and goals.
• Nice to Have Associate degree.
• Experience with basic project accounting or costing principles.

Why Join Us

We offer competitive pay, paid vacation, holidays, and sick time, plus a comprehensive benefits package including 401K, medical, dental, and vision care available from day one. You will also have access to extensive product and on-the-job/cross-training opportunities, an encouraging and collaborative team environment, scheduling and management support, a dedication to safety through our Zero Harm policy, and JCI employee discount programs through The Loop by Perk Spot.

If you are organized, customer-focused, and ready to support a fast-moving service team, we would love to hear from you.

HIRING HOURLY RANGE: $28.70-$35.33 (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 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.

About Johnson Controls

Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission-critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.