HVAC Customer Resource Coordinator
Johnson Controls · Phoenix, AZ
- On site
- Full-time
- $60,320 / year
- Phoenix, AZ
Job highlights
- Coordinate HVAC service calls and technician schedules.
- Manage preventative maintenance and forecasting goals.
- Communicate action plans and resolve customer issues.
- Ensure timely completion and track job progress.
- Provide administrative support for service operations.
About the role
About Johnson Controls
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!
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
- 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. 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
- 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 daily team huddles.
- 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
- 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 on financial impact to desired business goals.
- Able to influence diverse teams to accomplish tasks/goals.
Preferred Qualifications
- Associate degree.
- Experience and/or basic project accounting or costing principles.
Key skills/competency
- HVAC Customer Resource Coordinator
- Service Scheduling
- Technician Management
- Customer Service
- Operations Management
- Preventative Maintenance
- Forecasting
- Billing Coordination
- Problem Resolution
- Administrative Support
Skills & topics
- HVAC
- Customer Service
- Coordinator
- Scheduling
- Technician Management
- Service Operations
- Remote
- Johnson Controls
- Resource Management
- Preventative Maintenance
How to get hired
- Customize your resume: Highlight experience in service scheduling, operations management, and customer service relevant to the HVAC Customer Resource Coordinator role.
- Showcase attention to detail: Emphasize your ability to manage diverse tasks, prioritize effectively, and maintain up-to-date customer information in systems like NxGen.
- Demonstrate interpersonal skills: Prepare examples of how you communicate clearly with internal teams and external clients to resolve issues and ensure satisfaction.
- Highlight problem-solving: Be ready to discuss situations where you independently managed projects, resolved concerns, and influenced teams to achieve goals.
- Express interest in JCI culture: Research Johnson Controls' mission on sustainability and smart buildings; mention your alignment in your application or interview.
Technical preparation
Familiarize yourself with scheduling software like NxGen.,Review HVAC service processes and terminology.,Understand preventative maintenance scheduling principles.,Practice managing multiple calendars and tasks.
Behavioral questions
Describe a time you handled a difficult customer.,How do you prioritize tasks under pressure?,Give an example of effective team communication.,How do you ensure attention to detail in your work?
Frequently asked questions
- What is the salary range for the HVAC Customer Resource Coordinator position at Johnson Controls?
- The hourly rate for the HVAC Customer Resource Coordinator position at Johnson Controls ranges from $24 to $31. The final compensation will depend on your education, experience, skills, and internal equity.
- Is the HVAC Customer Resource Coordinator role remote or on-site at Johnson Controls?
- While the initial posting mentioned the position will be remote, the job description states this position is on-site preferred. It's recommended to clarify the work arrangement during the application process.
- What kind of benefits does Johnson Controls offer for this role?
- Johnson Controls offers a competitive benefits package, including 401K, medical, dental, and vision care, available from day one. Paid vacation, holidays, and sick time are also provided.
- What experience is required for the HVAC Customer Resource Coordinator job?
- A high school diploma or equivalent is required, along with two to five years of experience in the service industry, specifically managing service operations or scheduling. Strong organizational and interpersonal skills are also essential.
- Does Johnson Controls use AI in its hiring process for the HVAC Customer Resource Coordinator role?
- Yes, Johnson Controls may use technology-assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. However, all hiring decisions are ultimately made by human reviewers.
- What is the primary responsibility of an HVAC Customer Resource Coordinator?
- The primary responsibility is to receive and schedule customer calls for service, manage technician schedules, ensure timely completion of preventative maintenance, and debrief technician activities daily.
- What software or systems will I use as an HVAC Customer Resource Coordinator?
- You will need to ensure customer account information is kept up to date in NxGen for call management and scheduling of tasks.
- What kind of training is provided at Johnson Controls for this role?
- Johnson Controls offers extensive product and on-the-job/cross-training opportunities, supported by their internal resources, to help you develop in your role.