Lead HVAC Customer Resource Coordinator

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 well-being.

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 & Commission
• This position is primarily remote, with the expectation that the candidate be near a branch to attend meetings as required
• Extensive Training with Best-in-Industry Resources
• Career Advancement Opportunities across Businesses and Geographies
• Comprehensive Benefits Package, including Retirement Savings Plan, Pension, Extended Health Care, and Dental
• Refer-A-Friend Bonuses
• Encouraging, supportive, and collaborative team environment

What you will do

Under general supervision from the ARM/RRM, provides functional support, coaching, and training to other CRCs within the branch and region, coordinates customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the SM and TTL. Assist in training, mentoring and coaching CRCs according to Acadia documented processes, utilizing company provided tools, while also functioning as a CRC in the regional structure as required.

How you will do it

• Receives customer requests for unscheduled or scheduled service.
• Coordinates labor scheduling to align technician to the appropriate customerand service need.
• Communicates the action plan and services to be provideddirectlyto 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, utilizing NxGen automation.
• Ensures Technicians are provideddaily schedules in advance. Maintains consistent communication with assigned Technicians. Follows up on activities to ensure completion in an established timeframe.
• Ensures that all customer account information requiredto support call management activities and scheduling of tasks are kept up to date in NxGen.
• Schedule SSVs in advance for current and upcoming month, and communicate with TBSM and customer
• Support Parts ordering/PO creation
• Start-up support
• Customer PO confirmation
• Daily WIP Management and minimizing cycle time utilizing automation
• Auto SR quotes, order material, communicate with customer
• Reconcile exceptions (SIR and AP)
• Attend weekly planning/scheduling meeting.
• Service + rewards.
• Assistwith monitoring of time and expense reporting submission.
• Review and correct unassociated time for timesheets for technicians.
• Other duties and administrative activities as assigned.
• Other duties and administrative activities as assigned.

What we look for

Required:

• Associate's degree preferred, high school diploma or equivalent required, plus a minimum of five years of service industry experience managing service operations and / or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solidorganizational 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.
• Experience and/or basic project accounting or costing principals is desired.
• Able to positively represent Johnson Controls and communicate with others at varying levels.
• Able to influence diverse teams to accomplish tasks/goals.
• Able to use Service Management software and financial accounting systems.