HVAC TB Customer Resource Coordinator

Johnson Controls, Inc.; Philadelphia (Philadelphia County); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company dedicated to creating impactful solutions. This onsite role offers an opportunity to manage service operations and scheduling, ensuring customer satisfaction and efficient technician coordination. With a focus on growth and development, you will play a vital role in a diverse team, where your skills will help drive success. Enjoy competitive pay, comprehensive benefits, and global advancement opportunities. If you're ready to make a difference and thrive in a collaborative environment, this position is for you.

Benefits

Paid Training

Company Vehicle

Referral Bonuses

Comprehensive Medical Benefits

401(k) Plan with Company Match

Short-term and Long-term Disability

Employee Assistance Programs

Health Savings Account

Qualifications

• 2-5 years of service industry experience managing service operations or scheduling.
• Strong organizational skills with attention to detail.

Responsibilities

• Receive and schedule customer calls for service.
• Manage technician schedules and ensure timely job completion.
• Coordinate with Customer Billing and Support Coordinators.

Skills

Organizational Skills

Interpersonal Skills

Attention to Detail

Service Operations Management

Project Management

Education

High School Diploma

Associate's Degree

Tools

NxGen

Job description

Be part of the future!

We are one team, dedicated to working collaboratively to create purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we will give you the space and opportunities to grow and succeed. We are committed to making a difference.

This is an onsite position and is not remote.

What you will do:

• Under direct supervision of the Area Resource Manager (Customer Service Dispatch Supervisor), receive and schedule customer calls for service.
• Manage the schedule of assigned technicians and mechanics, ensuring timely completion of preventative maintenance and alignment with monthly forecasting goals.
• Debrief activities of assigned technicians/mechanics daily, coordinating with them to resolve concerns quickly.
• Assess job completion and collaborate with Customer Billing Coordinators and Customer Support Coordinators to process completed jobs.

How you will do it:

• Receive customer requests for scheduled or unscheduled service.
• Coordinate labor scheduling to match technicians to customer and service needs.
• Communicate the action plan and provided services directly to the customer, ensuring work meets expectations and performing follow-up as needed.
• Answer customer inquiries and resolve or escalate issues appropriately.
• Debrief activities daily and ensure technicians have daily schedules, maintaining communication and follow-up to ensure completion within established timeframes.
• Keep all customer account information in NxGen up to date to support call management and scheduling activities.
• Schedule service visits on time.
• Support parts ordering, PO creation, start-up, customer PO confirmation, WIP management, auto SR quotes, and reconcile exceptions (SIR and AP).
• Attend weekly planning and scheduling meetings.
• Assist with monitoring time and expense reporting submissions and review unassociated timesheets for technicians.
• Perform other duties and administrative activities as assigned.

What we look for:

Required:

• High school diploma or equivalent, plus 2-5 years of service industry experience managing service operations or scheduling.
• Ability to work independently with strong organizational and attention to detail skills.
• Effective interpersonal skills to communicate with internal and external clients, managing multiple projects tactfully and persistently.
• Ability to prioritize work based on financial impact and influence diverse teams to accomplish goals.

Preferred:

• Associate’s degree preferred.
• Experience or knowledge in project accounting or costing principles is desired.

What we offer:

• Competitive starting pay
• Paid training
• Global advancement opportunities
• Company vehicle (as applicable)
• Referral bonuses
• Comprehensive benefits including medical, dental, vision insurance
• Health Savings Account (HSA)
• Life insurance
• 401(k) plan with company match
• Short-term and long-term disability
• Employee assistance and wellness programs
• And more!