HVAC TB Cust Resource Coord (Remote) (Internal)

Team: Central Operations CEP-CRC Team

Location: Remote (North America-Based)

Our Mission: The Future of Service

Our organization is in the midst of a strategic transformation moving from a reactive service model to a proactive one. At the heart of this transformation is the CEP-CRC Team. All of us are former branch CRCs with years of scheduling/dispatch experience and knowledge of HVAC service operations.

Our team was created to solve a critical business problem: our expert engineers can remotely identify potential equipment failures before they become catastrophic but that value was being lost due to communication gaps. We exist to plug that leak. Our mission is to act as a proactive force multiplier for our local branch partners and our remote technical experts ensuring that technical insights are translated into tangible value-driven outcomes for our customers. We are not just managing a process; we are driving the adoption and evolution of service for our stakeholders both internal and external.

The Role: What Youll Be Doing

As a Customer Resource Coordinator you will be the central hub for our proactive service initiatives such as the CEP Daily Dashboard Review process. You will own the lifecycle of a proactive case from the initial expert finding to the final resolution. This is a role that requires a unique blend of critical thinking data analysis process management and expert communication.

Key Responsibilities:

• Manage Proactive Initiatives: Take ownership of new cases and the attached Recommendation Reports generated by our technical expert teams such as the Connected Chiller Support Team (CCST).

• Validate & Research: Conduct a thorough review of each case validating asset data customer information and contract entitlements across multiple systems (NxGen CEP).

• Coordinate Communication: Serve as the primary communication link between our technical experts local branch partners and end customers ensuring clarity and alignment on the path to resolution.

• Close the Loop: Review and connect our cases to the ultimate outcomes. This critical work as it helps us understand gaps and prove the value of our programs.

• Contribute to Process Improvement: Actively participate in refining and improving our teams workflows tools and reporting. Additionally you will be advocating for buy-in with the local teams you support and helping them and their customers realize the value of our offerings.

The Ideal Candidate:

Despite the CRC title this is not a typical dispatching role. We are looking for a specific kind of problem-solver who thrives on navigating complexity and creating order out of chaos. This is a role for someone who thinks critically and seeks to understand the nuances and complexities of the business. It is not ideal for someone who relies on linear instructions.

Skills & Qualifications:

• This role is primarily aimed at internal candidates especially HVAC CRCs who have a high degree of understanding of HVAC service operations

• Proven experience in a service coordination dispatch or project management role preferably in a technical or industrial environment.

• High proficiency in navigating complex enterprise systems. Direct experience with NxGen is almost essential.

• Exceptional attention to detail with a knack for identifying data inconsistencies and ensuring accuracy.

• Knowledge of and interest in CEP and other connected offerings is a significant plus.

• Strong written and verbal communication skills with the ability to clearly articulate complex information to different audiences.

Who You Are (The Soft Skills):

• A Detective: You are naturally curious and enjoy the challenge of digging into data to uncover the real story. You see a complex web of interconnected people and systems not with frustration but as a puzzle to be solved.

• Resilient & Adaptable: You can thrive in a dynamic environment where processes are constantly being tested and improved. You see ambiguity as an opportunity to create clarity.

• Solutions-Oriented: You dont just identify problems; you actively think about and propose solutions. You want to be part of building a better way of working.

• A Diplomatic Partner: You understand that success in a central role depends on building strong trusting relationships with partners who have different priorities. You know how to influence and motivate others without direct authority.

Why Join Our Team

• Be at the Center of a Major Transformation: This team is a key part of the companys most important strategic initiative. Your work will be highly visible and directly impact the future of our service business.

• Solve Meaningful Problems: You wont just be processing tickets. You will be actively contributing to the design and improvement of the very systems you use every day.

• Join a Team of Remote Experts: You will be joining a small supportive and fully remote team of seasoned professionals who have deep institutional knowledge and a passion for this work.

• Make a Tangible Impact: The work you do will directly prevent customer downtime generate real revenue and help us build a more sustainable and efficient organization.

• 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