HVAC TB Customer Resource Coordinator

HVAC TB Cust Resource Coord

Build your best future 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 a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. 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. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away! 

What we offer 

• Competitive salary  

• Paid vacation/holidays/sick time Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one  

• Extensive product and on the job/cross training opportunities with outstanding internal resources 

• Encouraging and collaborative team environment 

• Dedication to safety through our Zero Harm policy 

• Company vehicle (as applicable), Tools, and Equipment to complete all jobs 

• Providing Scheduling and management support 

• JCI Employee discount programs (The Loop by Perk Spot) 

• Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY 

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