HVAC Customer Service Representative (Onsite)

ZipRecruiter; Rockville (MD); On-site; USD 55,000 - 90,000; Full time

Job summary

An established industry player is seeking a skilled individual to join their team in a role focused on managing service operations and enhancing customer relationships. This position offers the chance to work in a collaborative environment where your expertise will contribute to achieving financial goals and ensuring customer satisfaction. With a commitment to employee wellbeing and professional development, this opportunity promises a fulfilling career path. If you are passionate about service excellence and thrive in a dynamic setting, this role is perfect for you.

Benefits

Paid Vacation

Comprehensive Benefits Package

401K

Company Vehicle

Tools and Equipment Provided

Employee Discount Programs

Collaborative Team Environment

Qualifications

• 5+ years of service industry experience managing service operations.
• Strong organizational skills and attention to detail.

Responsibilities

• Collaborate with Service Managers to meet financial objectives.
• Develop and maintain long-term relationships with customers.

Skills

Organizational Skills

Interpersonal Skills

Attention to Detail

Project Accounting Knowledge

Education

Associate's Degree

High School Diploma

Tools

Service Management Software

Financial Accounting Systems

Job description

Job Description

***This position is onsite***

Unleash your potential with the Johnson Controls team!

As a global leader in smart, healthy, and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places, and the planet. Join our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience focused on supporting their physical, financial, and emotional wellbeing.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

Your next incredible opportunity is just a few clicks away!

Here's what we have to offer:

• Competitive pay
• Paid vacation, holidays, and sick time
• Comprehensive benefits package, including 401K, medical, dental, and vision care – available from day one
• Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• Company vehicle, tools, and equipment provided to complete all jobs
• Scheduling and management support
• JCI Employee discount programs (The Loop by Perk Spot)

Under general supervision from the Branch Operations Manager, collaborates to build and assess service business performance, drive and adjust leading and lagging and financial metrics, and augment customer loyalty programs. Manages, tracks, and provides direct support for the planned service agreement 180-day renewal process and contract health/backlog reviews.

Responsibilities:

• Works with local market Service Managers to ensure financial objectives are met through accurately forecasting, analyzing, and driving the business processes of all lines of service business, including annual financial planning, manpower loading, forecasting, and monthly business analysis.
• Supports efforts to identify, secure, and retain service customers by actively networking with community business, governmental, and professional leadership; establishing relationships that enhance the local reputation of Johnson Controls and the local market, ensuring referrals and proposal requests.
• Responsible for tracking and monitoring the touch point plans and the contract renewal lifecycle process with the account owners to drive agreement scope escalation growth and margin expansion. Escalate issues to appropriate sales and operations individuals for timely follow-up as required. Will require direct interaction with customers for follow-up to secure purchase orders or to meet special invoicing conditions.
• Leads PSA backlog reviews and L&M pipeline review meetings. Reviews and completes field proposals and estimates for accuracy before sending to the customer.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Works with leadership to prepare annual operation plans for PSA scheduled service visits and L&M quote campaigns.
• Coordinates with CSAs to adjust monthly/weekly/daily labor to meet contractual obligations.
• Participates in Truck Based Business Review meetings by preparing and discussing critical account information pertinent to current profitability status (e.g., outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on action items identified.
• Maintains delivery standards consistent with Building Technologies and Solutions North America objectives for sustainable, profitable service growth through efficient work execution.
• Supports safety audit and pre-job checklist metrics in compliance with Johnson Controls Safety Policy.
• Coordinates flow of information between Building Technologies and Solutions North America and Field Service Teams for all Service programs and initiatives.
• Partners with Warranty Services Team to facilitate warranty claim administration.
• Promotes the implementation of “Best Practices” to grow the Truck Based business and achieve world-class customer satisfaction.
• Performs other duties and administrative activities as assigned.

REQUIREMENTS:

• Associate’s degree, high school diploma, or equivalent required, plus a minimum of five years of service industry experience managing service operations and/or service scheduling.
• Ability to work independently with strong organizational and attention to detail skills.
• Strong interpersonal skills to communicate effectively with internal and external clients. Ability to handle multiple projects, tasks, and issues tactfully, cooperatively, and persistently.
• Ability to prioritize work activities based on financial impact to business goals.
• Experience and/or basic knowledge of project accounting or costing principles is desired. Ability to positively represent Johnson Controls and communicate with various levels. Capable of influencing diverse teams to accomplish tasks/goals.
• Proficiency with Service Management software and financial accounting systems.