Customer Resource Coordinator

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 Area Resource Manager the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics. Ensures schedule allows fortimelycompletionof preventative maintenance and aligns with monthly forecasting goals. Debrief activities of assignedtechnicians/mechanicsdaily coordinating withtechnicians/mechanicsto resolve concerns quickly. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriatebusinessprocess.

How you will do it

• This position is on site preferred.

• Receives customer requests for unscheduled or scheduled service.

• Coordinates labor scheduling to align technicians to the appropriate customerand service needs.

• Communicates the action plan and services to beprovideddirectlyto the customer.

• Ensures work has been performed to the customers 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 providedwith 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 requiredto 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.

• Reconcile exceptions (SIR and AP).

• Attend daily team huddles

• Attend weekly planning/scheduling meetings.

• Assistwith 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 demonstratethe ability to perform work independently and demonstrate solid organizational and attention to detail 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 on financial impactto desired business goals.

• Able to influence diverse teams toaccomplishtasks/goals.

Preferred

• Associatedegree.

• Experience and/or basic project accounting or costing principles.

HIRING HOURLY RANGE: $25.38 - $38 (Hourly rate to be determined by the education experience knowledge skills and abilities of the applicant internal equity and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range we encourage you to apply. To support an efficient and fair hiring process we may use technology assisted tools including artificial intelligence (AI) to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details please visit the About Us tab on the Johnson Controls Careers site at 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.