HVAC TB Customer Support Coordinator

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

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 general supervision from the Branch Operations Manager and / or Service Manager,assistswith coordination of customer service requests, from order to cash, while maximizing technical resource productivity and profitability.Partners effectively with Service Managers and Customer Service Representative to support a successful service business.

Activelyparticipatesin accounts receivable activities such as collections and new customer authorizations. Providesback upcustomer call handling, as needed. Provides administrative, day-to-day support in the service operational areas.

How you will do it

• Determinescustomer needs and matchesappropriate skillsetto the need.

• Coordinates with the Technician to communicate the action plan and services to be provided 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, asappropriate.

• Reconciles and invoices all service requests daily.

• May prepare andsubmitservice billings in a special invoice format as defined by individual customer account special handling requirements.

• Assistswith creation of L&M quotations, as needed.

• HelpsPrepares yearly, monthly, and weekly execution plans for PSA scheduled service visits.

• Participates in TB Business Review meetings by preparing and discussing critical account information pertinent to current profitability status and customer satisfaction issues.Researchesand follows up on action items assigned.

• Maintains delivery standards consistent with Building Efficiency North Americaobjectivesfor sustainable, profitable service growth through efficient execution of the work sold.

• Ensures that all customer account informationrequiredto support call management activities and scheduling are kept up to date in NxGen.

• Supports administration and resolution of warranty claims.

• Runs query reports, researches, and reconciles unaligned costs, such as labor hours, material purchases, expenses, and other service-related transactions.

• Reconciliation of accounts payable exceptions, as necessary.

• Researches, resolves, or escalates accounts receivable disputes as outlined in the escalation process. Works with Accounts Receivables contact toassistwith resolution of truck-based team A/R issues. Determinesappropriate actionsfortimelyresolution. If needed, will interact with Customer to resolve receivable issues. Processes invoice credits and re-bills, as necessary. Proactivelycontactscustomersensurecustomer satisfaction and a commitment to pay.

• Updates andretainscustomer account information related to special billing conditions, tax status, invoice approvalcontacts, billing addresses and special billing rates up to date.

• Support inventory control process including updating equipment asset transactions.

• Provideadditionalservice administration support, as assigned.

HIRING HOURLY RANGE: 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. For details, please visit the Employee Benefits tab on our main careers page at https://www.johnsoncontrols.com/careers

What we look for

REQUIREMENTS:

• College degree preferred, high school diploma or equivalent required, plus a minimum of two years of service industry experience with service operations and / or scheduling.

• Mustdemonstratethe ability to follow direction and work independently whiledemonstratingsolid organizational and attention to detail skills.

• Must have strong interpersonal skills to effectively communicate with both internal and external clients with a positive attitude.

• Able to prioritize work activities based uponfinancial impactto desired business goals.

• Able to positivelyrepresentJohnson Controls and communicate with others at varying levels.

• Able to influence diverse teams toaccomplishtasks/goals.

• Able to use Service Management software and financial accounting systems.