Client Resource Coordinator 2

Johnson Controls a global leader in thermal management mission-critical building systems energy efficiency and decarbonization helps customers use energy more productively reduce carbon emissions and operate with the precision and resilience required in rapidly expanding industries such as data centers healthcare pharmaceuticals advanced manufacturing and higher education.

For more than 140 years Johnson Controls has delivered performance where it really matters. Backed by advanced technology lifecycle services and an industry-leading field organization we elevate customer performance turn goals into real-world results and help move society forward.

What you will do
Under direct supervision of the Pod Team Manager (Customer Service Dispatch Supervisor) 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

• Receives 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 customers 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/PO creation support

• Start-up support

• Customer PO confirmation

• WIP Management

• Auto SR quotes

• Reconcile exceptions (SIR and AP)

• Attend weekly planning/scheduling meeting

• Service rewards

• 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

Required

• 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.
  

Preferred

• Associates degree preferred

• Experience and/or basic project accounting or costing principals is desired

HIRING HOURLY RANGE: $21 - $27 (Hourly rate to be determined by the education experienceknowledge skills and abilities of the applicant internal equity and alignment with marketdata.) This position includes a competitive benefits package. The posted salary range reflectsthe target compensation for this role. However we recognize that exceptional candidatesmay bring unique skills and experiences that exceed the typical profile. If you believe yourbackground warrants consideration beyond the stated range we encourage you to apply. Tosupport an efficient and fair hiring process we may use technology assisted tools includingartificial intelligence (AI) to help identify and evaluate candidates. All hiring decisions areultimately made by human reviewers. For details please visit the About Us tab on theJohnson Controls Careers site at 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.

Required Experience:

IC