HVAC TB Cust Resource Coord

Be part of the future!

We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people - you bring your talent, and we'll give you the space and opportunities to grow and succeed. We are committed to making a difference.

What we offer

• Competitive salary

• Paid vacation/holidays/sick time Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

• Extensive product and on the job/cross training opportunities with outstanding internal resources

• Encouraging and collaborative team environment

• Dedication to safety through our Zero Harm policy

• Company vehicle (as applicable), Tools, and Equipment to complete all jobs

• Providing Scheduling and management support

• JCI Employee discount programs (The Loop by Perk Spot)

• Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

What you will do:

• Under direct supervision of the Pod Team Manager (Customer Service Dispatch Supervisor), receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics.

• Ensures the schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals.

• Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly.

• Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and meets customer expectations.

• Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction cost-effectively.

• 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.

• Debriefs 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.

• Assists with parts ordering, PO creation, and customer PO confirmation.

• Manages work in progress (WIP) and reconciles exceptions.

• Attends weekly planning/scheduling meetings.

• Assists with monitoring of time and expense reporting submissions.

• Reviews and corrects unassociated time for timesheets for technicians.

• Performs other duties and administrative activities as assigned.

What we look for:

Required

• High school diploma or equivalent required.

• Demonstrated ability to perform work independently with solid organizational and attention to detail skills.

• Strong interpersonal skills to effectively communicate with both internal and external clients.

• 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.