Customer Service Supervisor Manager

Unleash your potential 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. With our extensive reach across various industries worldwide, our teams are uniquely positioned to support and empower you. 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.

Join the Johnson Controls family and thrive in a culture that values your voice and ideas.

Competitive pay.

Paid vacation, holidays, and sick time.

Comprehensive benefits package, including 401K, medical, dental, and vision care - available from day one.

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

Dedication to safety through our Zero Harm policy.

Scheduling and management support.

What you will do Under direct supervision of the Area Resource Manager, the HVAC Customer Resource Coordinator receives and schedules customer calls for service. Manages the schedule of assigned technicians and mechanics. Partners effectively with the Service Team 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 cost-effectively. Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators to progress completed jobs through the appropriate business process.

Receives customer requests for unscheduled or scheduled service.

Coordinates labor scheduling to align technicians to the appropriate customer and service needs.

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.

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

Scheduled Service Visits - on time.

Parts ordering/PO creation support.

Start-up support.

Customer PO confirmation.

WIP Management.

Attend weekly planning/scheduling meetings.

Assist with monitoring of time and expense reporting submission.

Other duties and administrative activities as assigned.

Bilingual in French and English.

High school diploma or equivalent required.

Must demonstrate the ability to perform work independently and demonstrate solid organizational and attention to detail skills.

Must have the ability to simultaneously handle a large and diverse number of projects, tasks, and issues with tact, cooperation, and persistence.

Two to five years of service industry experience and/or service scheduling.

Experience and/or basic project accounting or costing principles.

JCI employees are valued members of the Johnson Controls family. We prioritize creating a positive and inclusive work environment that fosters collaboration, innovation, and personal development. We believe in investing in our employees' well-being, providing competitive salaries, comprehensive benefits packages, and opportunities for career advancement. With a strong emphasis on safety and a commitment to sustainability, JCI employees play a crucial role in shaping a smarter, healthier, and more sustainable future for buildings and communities worldwide.