HVAC Truck-Based Customer Resource Coordinator - Data Center

About the role

At Johnson Controls, we help customers operate smarter, healthier, and more sustainable buildings. This full-time, on-site role in the Dallas/Fort Worth Metroplex, TX supports our Data Center Service Team and mission-critical customers. Remote or hybrid work is not available.

Role Overview

The Customer Resource Coordinator serves as an operational hub between customers, technicians, service managers, and project teams. In this role, you will coordinate service delivery, technician scheduling, equipment start-ups, commissioning activities, and warranty administration to help ensure responsive, reliable support for critical HVAC and mechanical systems.

Key Responsibilities

• Receive and manage scheduled and unscheduled service requests.
• Coordinate service delivery and dispatch technicians based on customer needs, skill requirements, and priority.
• Communicate schedules, action plans, service updates, and follow-up actions to customers.
• Support daily communication with field technicians and participate in daily debriefs.
• Attend workforce planning and scheduling meetings to support labor alignment and coverage.
• Coordinate equipment start-up, commissioning, and turnover activities for critical HVAC, controls, and mechanical systems.
• Track progress for new equipment deployments and support the transition of installed equipment into service operations.
• Review, monitor, and track warranty claims through resolution.
• Validate warranty eligibility, coordinate documentation, and work with technicians, manufacturers, and customers on warranty issues.
• Maintain accurate customer and service information in NxGen.
• Support parts ordering, PO creation, work order management, WIP tracking, and service exception reconciliation.
• Support time and expense reporting processes, including review and correction of unassociated labor on technician timesheets.

How You Will Do It

• Own the outcome by staying accountable for schedules, customer updates, and accurate service records.
• Stay close to the work by partnering daily with technicians, service managers, and customers to remove blockers quickly.
• Use clear communication and practical problem-solving to surface issues early, resolve exceptions, and keep work moving.
• Work as one team, balancing customer needs, field realities, and mission-critical priorities with professionalism and trust.
• Look for opportunities to improve daily coordination, follow-up, and documentation quality.

Qualifications

• High school diploma or equivalent.
• 2+ years of experience in service coordination, dispatching, scheduling, or service operations.
• Strong organizational, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Proficiency with business systems and technology tools.
• Ability to work full-time from the assigned office location in the Dallas/Fort Worth Metroplex, TX.
• Ability to work on-site; this position is not eligible for remote or hybrid work.

Nice to Have

• Associate degree.
• Experience in HVAC, mechanical services, building automation, or controls.
• Experience with NxGen or similar field service management systems.
• Experience supporting equipment start-ups, commissioning, or warranty administration.
• Experience supporting data center or other mission-critical environments.