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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 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. Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer's expectations. Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction cost-effectively.? 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 is not a remote position; you will be onsite.
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 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.
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 on financial impact?to desired business goals.
Able to influence diverse teams to?accomplish?tasks/goals.
Preferred Two to five years of service industry experience and/or service scheduling.
Associate?degree.
Experience and/or basic project accounting or costing principles.
Johnson 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.
