Client Services 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.

About the role

This position will be responsible for the scheduling and optimization of service work. The scheduler will ensure all customer commitments are met regarding service delivery. Responsibilities include scheduling and dispatching field labor to meet customer requests and expectations based on urgency, contractual obligation, available resources, and customer needs. Handles all emergency dispatching of engineers, which requires modifying the current dispatching schedule, and performs long-term planning to ensure even distribution of dispatching.

Responsibilities

• Utilize an AI Scheduling Platform (SEDU) to create technician schedules and help identify changes, updates, and maintenance of daily technician activities.
• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work.
• Alert leadership of potential problems resulting from customer or field complaints and work to resolve them.
• Measure branch activity and compliance with program initiatives, identify areas that require improvement, and develop and implement action plans with branch/region management.
• Monitor effectiveness and take corrective actions as required.
• Prioritize scheduling backorders in addition to tracking and resolving customer issues.
• Reassign work as needed to manage customer expectations, making judgments based on current workloads and priorities.
• Monitor Technician activity and schedules, ensuring customer commitments are met, and clearly communicate status changes back to the customer regarding early or late anticipated arrivals.

Requirements

• 2 years of customer service experience.
• Associate’s or Bachelor’s degree preferred.
• Experience working in a fast-paced environment (or prior work in a JCI District Office, preferred).
• Excellent written and communication skills.
• Prior experience coordinating/scheduling in a service-related industry.
• Intermediate Excel skills.
• Use of Oracle systems, preferred.
• Product knowledge of HVAC and controls equipment, preferred.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Health Savings Account (HSA).
• Life insurance.
• 401(k) savings plan with company match.
• Short-term and long-term disability.
• Employee Assistance Program.
• Wellness program.
• Paid training.
• Global advancement opportunities.
• Company vehicle (as applicable).
• Referral bonuses.

Pay

Hourly range: $26.54 - $36.49. Rate determined by education, experience, knowledge, skills, abilities of the applicant, internal equity, and alignment with market data.