HVAC Customer Resource Coordinator

6 months 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 theJohnson Controlsfamily 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

Competitivepay. This position is primarily remote with the expectation that the candidate resides in Alberta and near a branch to attend branch meetings or as required. Paid vacation, holidays, and sick time. Comprehensive benefits package, including pension plans, medical, dental, and vision care – available from day one. Extensive product andon-the-job/cross-trainingopportunities, supported by our outstanding internal resources. Encouraging and collaborative team environment. Dedication to safety through our Zero Harm policy.

What you will do
Under direct supervision of Area Resource Manager, receives and schedules customer calls for service. Manages schedule of assigned technicians and mechanics. Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals. Debriefs 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 appropriate business process. 

How you will do it  

Dispatching for customer requests for unscheduled or scheduled service.  Coordinates labor scheduling to align technician to the appropriate customer and service need.  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 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 - Can be delegated PO creation support- Can be delegated Start-up support  Customer PO confirmation  Work In Progress Management  Auto SR quotes- Can be delegated Reconcile exceptions (SIR and AP)  Attend weekly planning/scheduling meeting  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  

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.  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 financial impact to desired business goals.  Able to influence diverse teams to accomplish tasks/goals.  Associates degree preferred  Experience and/or basic project accounting or costing principals is desired 

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