HVAC Truck Base Customer Support Coordinator at Johnson Controls summary:
The HVAC Truck Base Customer Support Coordinator efficiently manages customer service calls and schedules for HVAC technicians, ensuring timely completion of maintenance tasks. This role requires strong communication skills to liaise effectively with customers and technicians, while analyzing performance to enhance satisfaction. The coordinator also oversees operational details including job completion, customer follow-up, and administrative activities to support service delivery.
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. Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s 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
- This is not a remote position; you will be onsite.
- 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 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
Required
- High school diploma or equivalent required.
- 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
- Two to five years of service industry experience and/or service scheduling.
- Associate degree.
- Experience and/or basic project accounting or costing principles.
Keywords:
HVAC, customer support, service coordination, scheduling, communication, technician management, performance analysis, customer satisfaction, administrative support, service industry
