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Johnson Controls helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in demanding environments. Backed by advanced technology, lifecycle services, and a strong field organization, we help turn customer goals into real-world results.
This full-time on-site role supports the New York service team and plays a key part in keeping customer service work moving efficiently from request to completion.
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 daily schedule for assigned technicians and mechanics, and helps ensure preventative maintenance, service visits, and monthly forecasting goals stay on track. The role also supports daily debriefs, job completion follow-up, and coordination with billing and support teams so completed work progresses smoothly through the business process.
Key Responsibilities
Receive and schedule customer requests for unscheduled and scheduled service.
Coordinate labor scheduling to align technicians and mechanics with the appropriate customer and service needs.
Communicate the action plan and services to be provided directly to customers.
Follow up with customers to confirm work has been completed to expectations and address questions or concerns as needed.
Resolve or escalate customer issues appropriately and maintain strong service communication.
Debrief technician and mechanic activities daily and support timely resolution of open concerns.
Keep daily schedules current for assigned technicians and maintain consistent communication throughout the day.
Update customer account information in NxGen to support call management and task scheduling.
Support scheduled service visits, parts ordering, PO creation, startup activities, customer PO confirmation, and WIP management.
Reconcile exceptions, including SIR and AP items, and help progress completed jobs through the business process.
Attend daily team huddles and weekly planning and scheduling meetings.
Monitor time and expense reporting submission and review unassociated technician time for corrections.
Complete other administrative activities and duties as assigned.
How You Will Do It
This is a full-time on-site position, so clear daily communication and reliable follow-through are essential.
Own the schedule with accountability, safety, and integrity while keeping customer commitments visible and current.
Stay close to the work by coordinating directly with customers, technicians, mechanics, and internal partners to remove obstacles quickly.
Use candid follow-up and practical problem-solving to improve scheduling accuracy, job flow, and customer outcomes every day.
Work as one team with billing, support, and field leadership to move completed work forward without delays.
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 manage 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 desired 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.
Why Join Us
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 internal resources.
Encouraging and collaborative team environment.
Dedication to safety through our Zero Harm policy.
Scheduling and management support.
JCI Employee discount programs through The Loop by Perk Spot.
Hourly pay range: $30 - $37, with final compensation determined by education, experience, knowledge, skills, abilities, internal equity, and market data. Johnson Controls may use technology-assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates; all hiring decisions are made by human reviewers.
If you are organized, customer-focused, and ready to help keep service operations running smoothly, we encourage you to apply.
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.
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