Customer Support Coordinator

2 weeks ago

Red Deer, Canada Johnson Controls 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.

**Here's what we have to offer**
- Competitive pay.
- Paid vacation, holidays, and sick time.
- Comprehensive benefits package, including retirement savings plan, medical, dental, and vision care - available from day one..
- Encouraging and collaborative team environment.
- Dedication to safety through our Zero Harm policy.
- JCI Employee discount programs.

**What you will do**:
Under general supervision from the Branch Service Manager, will be responsible for providing customer support administrative, and day-to-day support in the service operational areas.

**This role requires full in-office presence from Monday to Friday at our Red Deer office.**

**How you will do it**

**Daily**:
**Weekly**:

- Send out the Pre-Job Checklist, Leader Observation and Near Miss metrics to the Service Manager
- Send out on-call reminders
- Generate on-call activities
- Check Customer Feedback Analysis through Thematic & follow up with the Service Manager.
- Understand customer experience programs and metrics
- Participate in Customer Service Resources calls and meetings Follow-up on any open Connected Chiller Setup and inform Team Lead/ Service Manager

**Monthly**:

- Toolbox Safety Training (Ensure branch is 100% safety compliance)
- Inventory Physical Inventory Management Policy and HVAC Service

**Quarterly**:

- Review individual Goals and Progress to Plan in Workday
- Inventory Transactions
- Service Manager Business review

**Semi-Annually**:

- Work with the Customer Service Coordinator to Schedule Van Inspections.

**Yearly**:

- Create the on-call list for the year for more information
- Annual Safety Training
- Ethics Training
- Ensure Licenses are up to date

**As Needed**:

- Parts Ordering Creation Support
- Aid and visit: Inventory and Material Management
- Maintain Customer Bill to Account Information
- Update the Special Handling field with on the date the parts were ordered
- Update on-call list. Subcontract paperwork, Supply Chain Finance, and Report Tracking
- Ensure Specialty tools have been returned
- Request and Send out Certificates of Insurance (COI)
- Pull necessary permits
- Vendor Set-up
- Global Preferred Supplier List

**What we look for**:

- Associate degree preferred high school diploma or equivalent required.
- HVAC industry experience preferably in customer service, dispatch, and invoicing.
- Must be highly proficient in Microsoft Excel and Outlook.
- Must demonstrate the ability to perform work independently and demonstrate solid organizational skills and attention to detail.
- 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 the financial impact on desired business goals. Able to influence diverse teams to accomplish tasks/goals

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