HVAC Customer Support Coordinator

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

Here's what we have to offer

• Competitive pay.

• Paid vacation, holidays, and sick time.

• Comprehensive benefits package, including retirement savings plan, medical, dental, and vision care - available from day one.

• Extensive product and on-the-job/cross-training opportunities, supported by our outstanding internal resources.

• Encouraging and collaborative team environment.

• Dedication to safety through our Zero Harm policy.

• JCI Employee discount programs (The Loop by Perk Spot).

This is an on-site position based in our Edmonton office.

What you will do

Under general supervision, coordinates employee safety statistics, track safety training, track and manage truck inventory counts, generate on-call schedules, assist with customer surveys, and follow up on connected system’s needs. Work with CRC to schedule customer service requests, from initiation to service completion, and maximize technical resource productivity and profitability by efficiently scheduling and dispatching Technicians with guidance from the STM and Team Leads. Generate and track customer orders, process shipments, track branch, and vehicle inventories, set up new customer accounts, and work with vendors on invoice and shipment issues.

Partners effectively with the Service 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 in a cost-effective manner.

How you will do it

• Utilize Microsoft Windows platform tools and company software to track, manage, and support operations metrics.

• Develops and maintains viable long-term relationships with customers and subcontractors.

• Prepares yearly, monthly, and weekly inventory counts and uploads into company platforms.

• Create new employee trunk locations, tool, and product inventories.

• Participates in business review meetings by preparing and discussing critical account information pertinent to current profitability status (i.e. outstanding claims, PSA variance, Accounts Receivable issues) and customer satisfaction issues. Researches and follows up on questions identified during the monthly business reviews.

• Ensures that all customer account information required to support call management activities and scheduling of tasks are kept up to date in NxGen.

• Create new customer accounts, reconcile updates, and manage changes with account information.

• Facilitates administration of warranty claims.

• Track and update monthly, quarterly, and annual inventory cycle counts.

• Create RMA’s, prepare shipments for return, track receipt, and follow up on any delays.

• Other duties and administrative activities as assigned.

What we look for

Required

• 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.

• Must have proficient computer skills within the following applications: Advanced Microsoft Word, Excel, PowerPoint and Internet business application usage and strong data management capabilities.

• Able to prioritize work activities based upon financial impact to desired business goals.

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

Preferred

• Associate’s degree preferred.

• Experience and/or basic project accounting or costing principles is desired.

HIRING HOURLY RANGE: $26.00-$37.50 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This position includes a competitive benefits package. The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us

Johnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”). When requested, accommodation will be provided throughout all stages of the recruitment and selection process. To request accommodation, please contact us. Any information you provide related to accommodation measures will be treated as confidential. A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.