We are one team, dedicated to working collaboratively to create the purposeful solutions that propel the world forward. We hope you will join our diverse team of top people – you bring your talent, and we’ll give you the space and opportunities to grow and succeed.  We are committed to make a difference. 

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 

• 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

• Associates degree preferred
• Candidate should possess a background in a building management system / controls industry
• Experience and/or basic project accounting or costing principals is desired