HVAC Truck Based Customer Resource Coordinator

Description

• Receives customer requests for unscheduled or scheduled service.
• Analyzes and assesses technical team performance and adjusts as needed to enhance customer satisfaction cost-effectively.
• Ensures work has been performed to the customer’s expectations and performs follow-up with the customer, as needed.
• Assist with monitoring of time and expense reporting submission.
• Answers any customer inquiries and resolves or escalates customer issues, as appropriate.
• 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.
• Follows up on activities to ensure completion in an established timeframe.
• Partners effectively with the Service Team Manager to ensure technical service work is completed in a reasonable timeframe and to the customer’s expectations.
• Debrief activities daily.
• 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.
• Reconcile exceptions (SIR and AP).
• Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.
• Review and correct unassociated time for timesheets for technicians.
• Communicates the action plan and services to be provided directly to the customer.
• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.
• Attend weekly planning/scheduling meetings.
• Ensures Technicians are provided with daily schedules. Maintains consistent communication with assigned Technicians.
• Coordinates labor scheduling to align technicians to the appropriate customer and service needs.

Requirements

• Must have the ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Able to influence diverse teams to accomplish tasks/goals.
• High school diploma or equivalent required.
• Associates degree preferred
• Experience and/or basic project accounting or costing principals is desired
• 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.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• WIP Management.
• Able to prioritize work activities based on financial impact to desired business goals.
• High school diploma or equivalent required, plus a minimum of 2 years of service industry experience managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.
• Parts ordering/PO creation support.
• Able to influence diverse teams to accomplish tasks/goals.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Candidate should possess a background in a building management system / controls industry

Benefits

• Scheduled Service Visits – on time.

Training + Development

Interview process

Visa Sponsorship

Security clearance