HVAC Truck Based Customer Support Coordinator

Johnson Controls; New Castle (DE); On-site; USD 50,000 - 70,000; Full time

Job summary

Johnson Controls is looking for a Service Operations Coordinator to oversee safety statistics, service scheduling, and inventory management in a collaborative environment. The ideal candidate will contribute to operational efficiency and customer satisfaction while fostering strong relationships with clients and subcontractors. This role is essential in supporting the activities aimed at maximizing technical resource productivity and service excellence.

Benefits

Competitive pay

Paid vacation, holidays, and sick time

Comprehensive benefits package

On-the-job/cross-training opportunities

Encouraging and collaborative team environment

Company vehicle provided

Qualifications

• Minimum of five years of service industry experience managing service operations.
• Ability to work independently and demonstrate strong organizational skills.
• Proficient in Microsoft Office applications and data management.

Responsibilities

• Coordinate employee safety statistics and manage truck inventory counts.
• Schedule and dispatch Technicians effectively.
• Facilitate administration of warranty claims and customer accounts.

Skills

Organizational skills

Interpersonal skills

Detail-oriented

Data management

Education

High school diploma or equivalent

Associate's degree preferred

Tools

Microsoft Word

Excel

PowerPoint

Job description

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)

What you will do:

Under general supervision, coordinates employee safety statistics, track safety training, track and manage truck inventory counts, generate on-call schedules, assist with customer surveys, and follow up on connected system’s needs. Work with CRC to schedule customer service requests, from initiation to service completion, and maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads. Generate and track customer orders, process shipments, track branch, and vehicle inventories, set up new customer accounts, and work with vendors on invoice and shipment issues.
Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction in a cost-effective manner.

How you will do it:

• Utilize Microsoft Windows platform tools and company software to track, manage, and support operations metrics.
• Develops and maintains viable long-term relationships with customers and subcontractors.
• Prepares yearly, monthly, and weekly inventory counts and uploads into company platforms.
• Create new employee trunk locations, tool, and product inventories.
• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during the monthly business reviews.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
• Create new customer accounts, reconcile updates, and manage changes with account information.
• Facilitates administration of warranty claims.
• Track and update monthly, quarterly, and annual inventory cycle counts.
• Create RMA’s, prepare shipments for return, track receipt, and follow up on any delays.
• Other duties and administrative activities as assigned.

What we look for:

Required

• High school diploma or equivalent required, plus a minimum of 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.
• Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, PowerPoint and Internet business application usage and strong data management capabilities.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Preferred

• Associate’s degree preferred.
• Experience and/or basic project accounting or costing principles is desired.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law . If you are an individual with a disability and you require an accommodation during the application process, please visit here.