HVAC Truck Based Customer Support Coordinator

Johnson Controls, Inc.; Hauppauge (NY); Presencial; USD 34 000 - 51 000; Tempo integral

Resumo da oferta

Johnson Controls, Inc. seeks a Service Dispatch Coordinator in Hauppauge, NY to receive and schedule customer service calls and manage technician calendars. You will debrief daily with the team, aligning activities with monthly forecasts to ensure timely preventative maintenance.

Responsibilities include coordinating labor, communicating action plans to customers, and ensuring work meets expectations. Requires dispatch experience, strong organization, and attention to detail; an associate degree

Qualificações

• High school diploma or equivalent, plus 2–5 years of service industry experience managing service operations and/or scheduling.
• Ability to work independently with strong organizational and attention to detail skills.
• Strong interpersonal skills to effectively communicate with internal and external clients and manage multiple projects.
• Prior dispatch experience.
• Associates degree preferred.

Responsabilidades

• Receive and schedule customer calls for service under supervision.
• Coordinate labor scheduling to align technicians with customer needs.
• Communicate action plans and services to customers directly.
• Ensure work meets customer expectations and follow up as needed.
• Escalate customer issues as appropriate and maintain up-to-date account information in NxGen.
• Attend planning and scheduling meetings and support time/expense reporting.

Conhecimentos

Strong interpersonal skills

Organizational skills

Attention to detail

Time management

Dispatch experience

Formação académica

High school diploma or equivalent

Associate degree preferred

Ferramentas

NxGen

Descrição da oferta de emprego

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

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.
• Prior Dispatch experience

Preferred

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

HIRING HOURLY RANGE: $25.00-37.00 (Hourly rate to be determined by the education, experience,knowledge, skills, and abilities of the applicant, internal equity, and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However, we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. Tosupport an efficient and fair hiring process, we may use technology assisted tools, includingartificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions areultimately made by human reviewers. For details, please visit the About Us tab on theJohnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us