Lead Customer Resource Coordinator

Job Description

RESPONSIBILITY LEVEL:

Under general supervision from the ARM/RRM, provides functional support, coaching, and training to other CRCs within the branch and region, coordinates customer service requests, from initiation to service completion, and maximizes technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the SM and TTL. Assist in training, mentoring and coaching CRCs according to Acadia documented processes, utilizing company provided tools, while also functioning as a CRC in the regional structure as required.

PRINCIPAL DUTIES:

Coaches CRCs to do the following (and completes the following tasks as required):

• Receives customer requests for unscheduled or scheduled service.

• Coordinates labor scheduling to align technician to the appropriate customer and service need.

• 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, utilizing NxGen automation.

• Ensures Technicians are provided daily schedules in advance. 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.

• Schedule SSVs in advance for current and upcoming month, and communicate with TBSM and customer

• Support Parts ordering/PO creation

• Start-up support

• Customer PO confirmation

• Daily WIP Management and minimizing cycle time utilizing automation

• Auto SR quotes, order material, communicate with customer

• Reconcile exceptions (SIR and AP)

• Attend weekly planning/scheduling meeting.

• Service + rewards.

• 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.

• Other duties and administrative activities as assigned.

REQUIREMENTS:

Associate's degree preferred, high school diploma or equivalent required, plus a minimum of

five 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. 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 upon financial impact to desired business

goals. Experience and/or basic project accounting or costing principals is desired. 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.

Organization

The Johnson Controls field organization is arranged into local markets and regions

• The local market is the key to serving customers across the Building Solutions North

America HVAC and Fire portfolio. It provides controls installation, mechanical

installation, truck-based service teams, security & fire and HVAC equipment support.

• The area provides assistance and guidance to the local market organization.

• Above the region support is provided for execution of major projects, large mechanical

retrofit and Performance Infrastructure projects.

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. If you are an individual with a disability and you require an accommodation during the application process, please visit here.