HVAC Truck-Based Customer Resource Coordinator

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

Job summary

Join a forward-thinking company dedicated to creating sustainable solutions that enhance safety and health. In this role, you will manage service scheduling and coordinate technician activities to ensure customer satisfaction. You will work closely with a diverse team, utilizing your organizational and interpersonal skills to handle multiple tasks efficiently. This position offers opportunities for professional growth and development within an innovative environment. If you are passionate about making a difference and thrive in a collaborative setting, this role is perfect for you.

Benefits

Competitive Starting Pay

On the Job Paid Training

Tuition Reimbursement

Global Advancement Opportunities

Company Vehicle

Referral Bonuses

Medical/Dental/Vision Insurance

401(k) Savings Plan

Wellness Program

Employee Assistance Program

Qualifications

• 2-5 years of service industry experience managing service operations.
• Strong organizational and interpersonal skills are essential.

Responsibilities

• Manage customer service scheduling and technician assignments.
• Ensure timely completion of service requests and follow-up.

Skills

Organizational Skills

Interpersonal Skills

Attention to Detail

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’ll give you the space and opportunities to grow and succeed. We are committed to make a difference.

Work with an Award-Winning technology that delivers sustainability, safety, and health.

What we offer:

• Competitive Starting Pay
• On the Job Paid Training
• Tuition Reimbursement
• Global Advancement Opportunities with Unlimited Career Path
• Company Vehicle (as applicable)
• Referral Bonuses
• Comprehensive Benefits
  • Medical/Dental/Vision insurance
  • Health Savings Account (HSA)
  • Life Insurance
  • 401(k) savings plan with company match
  • Short-Term and Long-Term Disability
  • Employee Assistance Program
  • Wellness Program
  • And More!

What you will do:

Under direct supervision of the Pod Team Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

How you will do it:

• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technician to the appropriate customer and service need.
• Communicates the action plan and services to be provided directly to the customer.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• Debrief activities daily.
• Ensures Technicians are provided daily schedules. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
• Scheduled Service Visits – on time.
• Parts ordering/PO creation support.
• Start-up support.
• Customer PO confirmation.
• WIP Management.
• Auto SR quotes.
• Reconcile exceptions (SIR and AP).
• Attend weekly planning/scheduling meeting.
• Service + rewards.
• Assist with monitoring of time and expense reporting submission.
• Review and correct unassociated time for timesheets for technicians.
• Other duties and administrative activities as assigned.

What we look for:

Required:

• High school diploma or equivalent required, plus two to five years of service industry experience managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients. Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred:

• Associates degree preferred.
• Experience and/or basic project accounting or costing principles is desired.