HVAC Customer Resource Coordinator

1 week ago

Mount Pearl, Canada Johnson Controls International Full time

Unleash your potential 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 our winning team and pave the way for a bright future. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. 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.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

Your next incredible opportunity is just a few clicks away

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.
  • Company vehicle, tools, and equipment provided to complete all jobs.
  • Scheduling and management support.
  • JCI Employee discount programs (The Loop by Perk Spot).

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.

JCI employees are valued members of the Johnson Controls family. They are dedicated, skilled, and passionate individuals who contribute to the success and growth of our company. We prioritize creating a positive and inclusive work environment that fosters collaboration, innovation, and personal development. Our employees are encouraged to voice their ideas and opinions, knowing that they will be heard and valued. We believe in investing in our employees' well-being, providing competitive salaries, comprehensive benefits packages, and opportunities for career advancement. With a strong emphasis on safety and a commitment to sustainability, JCI employees play a crucial role in shaping a smarter, healthier, and more sustainable future for buildings and communities worldwide.

Johnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. To request accommodation, please contact us. Any information you provide related to accommodation measures will be treated as confidential. A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.

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