HVAC TB Customer Support Coordinator - Johnson Controls : Job Details

What you will do 

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

Actively participates in accounts receivable activities such as collections and new customer authorizations. Provides back up customer call handling, as needed. Provides administrative, day-to-day support in the service operational areas.  

How you will do it  

• Determines customer needs and matches appropriate skillset to 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, as appropriate.   

• Reconciles and invoices all service requests daily.  

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

• Assists with creation of L&M quotations, as needed.  

• Helps Prepares 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.  Researches and follows up on action items assigned.  

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

• Ensures that all customer account information required to 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 to assist with resolution of truck-based team A/R issues. Determines appropriate actions for timely resolution. If needed, will interact with Customer to resolve receivable issues. Processes invoice credits and re-bills, as necessary. Proactively contacts customers ensure customer satisfaction and a commitment to pay.  

• Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up to date.   

• Support inventory control process including updating equipment asset transactions.   

• Provide additional service administration support, as assigned.  

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.  

• Must demonstrate the ability to follow direction and work independently while demonstrating solid 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 upon financial impact to desired business goals.  

• Able to positively represent Johnson Controls and communicate with others at varying levels.  

• Able to influence diverse teams to accomplish tasks/goals.  

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