***Onsite Position***
HVAC Customer Resource Coordinator
At Johnson Controls, you will help keep service operations running smoothly by coordinating customer requests, technician schedules, and the daily flow of work that supports timely maintenance and completed service jobs. This role is a key link between customers, technicians, billing, and support teams.
Role Overview
Under direct supervision of the Truck Based Service Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service, manages the schedule of assigned technicians and mechanics, and helps ensure preventative maintenance is completed on time and aligned with monthly forecasting goals. You will also debrief technicians daily, resolve issues quickly, and support the movement of completed work through the business process.
Key Responsibilities
- Receive and schedule customer requests for unscheduled and scheduled service.
- Coordinate labor scheduling to match technicians and mechanics to the right customer and service need.
- Communicate the action plan and services to be provided directly to the customer.
- Confirm that work has been completed to customer expectations and follow up as needed.
- Answer customer inquiries and resolve or escalate issues appropriately.
- Debrief assigned technicians and mechanics daily and maintain consistent communication with them.
- Support scheduled service visits, parts ordering and PO creation, start-up support, customer PO confirmation, WIP management, and reconciliation of exceptions.
- Keep customer account information current in NxGen and support time and expense reporting follow-up.
- Review and correct unassociated technician time and assist with other administrative activities as assigned.
- Attend daily team huddles and weekly planning and scheduling meetings.
How You Will Do It
- This is a full-time on-site position, where accuracy, responsiveness, and follow-through help keep service commitments on track.
- Own the daily schedule with accountability, safety, and integrity, making sure technicians are assigned effectively and customer needs are handled promptly.
- Stay close to the work by maintaining steady communication with technicians, customers, and internal partners to remove barriers quickly.
- Use clear, candid problem-solving when issues arise, and work with others to improve outcomes for customers and the team.
- Collaborate across functions with Customer Billing Coordinators, Customer Support Coordinators, and service management to move completed jobs through the process without delay.
- Keep information up to date in NxGen, monitor WIP activities, and support timely handling of schedule changes, exceptions, and reporting needs.
- Look for better ways to work every day by helping refine scheduling, communication, and follow-up practices while contributing to a supportive team environment.
Qualifications
- High school diploma or equivalent, plus two to five years of service industry experience managing service operations and/or service scheduling.
- Ability to work independently with strong organizational skills and attention to detail.
- Strong interpersonal skills and the ability to communicate effectively with internal and external clients.
- Ability to handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
- Ability to prioritize work activities based on financial impact to business goals.
- Ability to influence diverse teams to accomplish tasks and goals.
Nice to Have
- Associate degree.
- Experience with basic project accounting or costing principles.
HIRING HOURLY RANGE: $22-$31 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us
Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
