Customer Resource Coordinator

Ann Arbor, Michigan, United States of America

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 the schedule allows 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. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

• Receive customer requests for unscheduled or scheduled service.
• Coordinate labor scheduling to align technicians to the appropriate customer and service needs.
• Communicate the action plan and services to be provided directly to the customer.
• Ensure work has been performed to the customer’s expectations and perform follow‑up as needed.
• Answer any customer inquiries and resolve or escalates issues as appropriate.
• Ensure technicians are provided with daily schedules and maintain consistent communication with assigned technicians.
• Follow up on activities to ensure completion in an established timeframe.
• Ensure that all customer account information required to support call management activities and scheduling of tasks is kept up to date in NxGen.
• Schedule service visits on time.
• Support parts ordering/PO creation.
• Provide start‑up support.
• Confirm customer POs.
• Manage work in progress (WIP).
• 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 on technicians’ timesheets.
• Perform other duties and administrative activities as assigned.

• High school diploma or equivalent.
• Two to five years of service industry experience managing service operations and/or service scheduling.
• Ability to perform work independently and demonstrate solid organizational and attention‑to‑detail skills.
• Strong interpersonal skills to communicate effectively with internal and external clients.
• Ability to handle many projects, tasks, and issues simultaneously 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/goals.

• Experience with basic project accounting or costing principles.

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.

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