HVAC TB Cust Resource Coord

Johnson Controls

New York, NY

Shift: Full time

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. 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 Scheduling and management support JCI Employee discount programs (The Loop by Perk Spot) What you will do Under direct supervision of the Truck Based Service Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debrief 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 This position is Full Time On-site. Receives customer requests for unscheduled or scheduled service. Coordinates labor scheduling to align technicians to the appropriate customer and service needs. 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 with 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. Reconcile exceptions (SIR and AP). Attend daily team huddles Attend weekly planning/scheduling meetings. Assist with 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 demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills. 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 on financial impact to desired business goals. Able to influence diverse teams to accomplish tasks/goals. Preferred Associate degree. Experience and/or basic project accounting or costing principles.