HVAC Customer Resource Coordinator

Johnson Controls; Salem (VA); On-site; USD 82,237,000 - 101,234,000; Full time

Benefits offered by this job

401K

Medical, dental, and vision

Paid time off

Sick time

Employee discount

Cross-training opportunities

Job summary

Johnson Controls is seeking an HVAC Customer Resource Coordinator for an on-site role. You will receive and schedule customer service calls, manage technician schedules, and support maintenance and service jobs to ensure timely delivery.

You will debrief technicians, resolve issues, and coordinate with billing, support, and other teams to keep projects moving smoothly. Training emphasizes accuracy, safety, and customer communication.

Qualifications

• High school diploma or equivalent, plus two to five years of service industry experience managing service operations and/or service scheduling.
• 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.

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.

Skills

Organizational skills

Communication

Multitasking

Prioritization

Influence teams

Education

High school diploma or equivalent

Associate degree (Nice to have)

Job description

Onsite Position

HVAC Customer Resource Coordinator At Johnson Controls, you will help keep service operations running smoothly by coordinating customer requests, technician schedules, and the daily flow of work that supports timely maintenance and completed service jobs. This role is a key link between customers, technicians, billing, and support teams.

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. 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 th