HVAC TB Customer Resource Coord Lead

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 

Under general direction of the Regional Resource Manager, the Lead Customer Resource Coordinator supports the Schedule and Dispatch process for assigned markets ensuring their operational excellence. The Lead Customer Resource Coordinator provides functional support, coaching, and training to other CRCs within the market, branch and region. The LCRC will achieve thorough cadence with assigned area and management of the defined business processes that are proven to deliver high customer satisfaction and positive business results. Assist in training, mentoring and coaching CRCs according to Acadia documented processes, utilizing company provided tools, while also functioning as a CRC in the regional structure as required. The LCRC will drive all current initiatives along with embrace change and support the region as they progress through any initiative transitions.PRINCIPAL DUTIES:Coaches CRCs to do the following (and completes the following tasks as required):

• As assigned, Query for after-hours calls (Run PDQ "After HR SRs") for the Region and work with any CRC who has After HRs SRs that have not been addressed within the required timeframe.
• Review Invoices with Action Needed and Recognize/Coach for desired behaviors
• Review HVAC - High Level KPIs - Power BI and capture any information to be discussed/reviewed in daily meetings.
• Manage Activity Exceptions and SR Exceptions from Exceptions tabs in NxGen. 
•           Assist and coach with aged exceptions

• Review and Manage Billing PDQ Billing Returned to CRC 

•          Assist and coach with aged SRs and incorrect substatuses

• Billing PDQ Billing In Queue Review any SRs that have been in the billing queue for longer than a couple days and enter incident in BSNA Incident Tracker - Power Apps and inform MRM of entry.
• Review and Manage Pre-Defined Queries (PDQ's)
•            PO Not Provided
•            L&M EDI Rejected
•            Advanced Billing           
• Provide coaching and support with WIP Management activities as assigned or identified as area of opportunity from Hi Level KPI review.
• Monitor SSV On-time metrics throughout month and provide coaching and support to drive best practices for scheduling and closure of activities.
• Provide coaching and support for PSA Repair SRs to drive best practices with scheduling and closure of activities.
• End of Month Focus