New

HVAC TB Customer Resource Coord Lead

Johnson Controls, Inc.
401(k), company vehicle, employee discount
United States, Wisconsin, Milwaukee
Sep 04, 2025
Build your best future with the Johnson Controls team As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away! What we offer Competitive salary Paid vacation/holidays/sicktime Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one Extensive product and on the job/cross training opportunities with outstanding internal resources Encouraging and collaborative team environment Dedication to safety through our Zero Harm policy Company vehicle (as applicable), Tools, and Equipment to complete all jobs Providing Scheduling and management support JCI Employee discount programs (The Loop by Perk Spot) Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY Under general direction of the Regional Resource Manager, the Lead Customer Resource Coordinator supportsthe Schedule and Dispatch process for assigned marketsensuring their operational excellence. The Lead Customer Resource Coordinator provides functional support, coaching, and training to other CRCs within the market, branch and region. The LCRC will achieve thorough cadence withassigned area and management of the defined business processes that are proven to deliver high customer satisfaction and positive business results.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. The LCRC will drive all current initiatives along with embrace change and support the region as they progress through any initiative transitions. PRINCIPAL DUTIES: Coaches CRCs to do the following (and completes the following tasks as required): As assigned, Query for after-hours calls (Run PDQ "After HR SRs") for the Region and work with any CRC who has After HRs SRs that have not been addressed within the required timeframe. ReviewInvoices with Action Needed and Recognize/Coach for desired behaviors Review HVAC - High Level KPIs - Power BIand capture any information to be discussed/reviewed in daily meetings. Manage Activity Exceptionsand SR Exceptions from Exceptions tabs in NxGen. Assist and coach with aged exceptions Review and Manage Billing PDQ Billing Returned to CRC Assist and coach with aged SRs and incorrect substatuses Billing PDQ Billing In Queue Review any SRs that have been in the billing queue for longer than a couple days and enter incident in BSNA Incident Tracker - Power Appsand inform MRM of entry. Review and Manage Pre-Defined Queries (PDQ's) PO Not Provided L&M EDI Rejected Advanced Billing Providecoaching and support with WIP Management activitiesas assigned or identified as area of opportunity from Hi Level KPI review. Monitor SSV On-time metrics throughout month and provide coaching and support to drive best practices for scheduling and closure of activities. Providecoaching and support for PSA Repair SRs to drive best practiceswith scheduling and closure of activities. End of Month Focus Work with RRM and MRM to determine area of focus opportunity Provide coaching and supportwith ManagingTechnician Schedules Provide coaching and support with Vendor Error Queue resolution Attend Daily Meetings POD Team Daily Connectand BSNA S&D Leadership Team - Daily Huddle. Participate and help lead when needed in Daily Connect meetings with assigned Customer Resource Coordinators. Weekly Routine Participate and help lead when needed in Weekly Boardwalk meeting with assigned Customer Resource Coordinators. Participate in the weekly Collaboration meeting with Regional Resource Managers. Participate in the weekly Managers meetingwith TBSMs and BSMs of corresponding branches the pod team is supporting, as needed. Participate in the weekly Warranty Review meetings and provide guidance, as needed. Provided coaching and support as needed for reviewing and correcting Unassociated Time Sheet and Expense items . Attend Weekly WIP Review, Planning/Scheduling meeting with team(s) as assigned by RRM. Provide direction and guidance to drive WIP and Scheduling processes. Monthly Routine Attend and participate in the Toolbox Safety Training Attendand participate in PSA Backlog Meeting as assigned by RRM Attend the Monthly Coordinator Best Practice Sharing Call Coordinator Monthly Best Practice News Call Participate in your One on One with Supervisor Coach and Support As Needed Site Account creation/maintenance Please reference How to Add Account Locations - HVAC Service (Work-2367) For the details of creating a Site Account, use the NxGen iHelp: Create an Account Site. Credits and Rebill Customer Invoices Please reference BSNA HVAC Service - Managing Credit Rebills (SOP-81) Administration Adjustments Please reference How to Handle NxGen Administration Adjustments Auto SR approved quotes Use the NxGeniHelp: Convert a Field Quote to a Service Request For more details on Quotes reference How to Work with Field Quotes Overview(Auto SR steps specifically in Section 2 toward end under Generate the Proposal in the "If the Customer Rejects the Quote" and "f the Customer Accepts the Quote" parts. Start-up support Please reference Equipment Sales and Truck-Based Service Roles and Responsibilitiesand PCAT Startup Process Flow IBS AP on hold ( Oracle Hold Release Job Aid )