Johnson Controls
ClientResourceCoordinator2
“Client Resource Coordinator 2 at Johnson Controls. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics”
What You'll Achieve.
Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals
Industry & Context.
resolve concerns quickly; resolves or escalates customer issues, as appropriate
This position is on site preferred.
What They're Looking For.
Must Have
High school diploma or equivalent required, two to five years of service industry experience managing service operations and/or service scheduling, ability to perform work independently, solid organizational and attention to detail skills, 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
Nice to Have
Associate degree, Experience and/or basic project accounting or costing principles
What You'll Do.
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
Coordinates with technicians/mechanics to resolve concerns quickly
Assesses job completion
Collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process
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
Answers any customer inquiries and resolves or escalates customer issues
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
Customer PO confirmation
Reconcile exceptions (SIR and AP)
Attend daily team huddles
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
How You'll Work.
Team & Collaboration
cross-functional coordination; collaborates with Customer Billing Coordinators and Customer Support Coordinators; Maintains consistent communication with assigned Technicians; Attend daily team huddles; Attend weekly planning/scheduling meetings; Able to influence diverse teams to accomplish tasks/goals
Communication Scope
interpersonal skills to effectively communicate with both internal and external clients
Process & Methodology
resource planning
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