HVAC Service Scheduler & Customer Liaison

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

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.