HVAC Service Quality Coordinator
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Overview
Job Description
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. Join our winning team and pave the way for a bright future. 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.
Your next incredible opportunity is just a few clicks away!
Here's what we have to offer:
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
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
Scheduling and management support
JCI Employee discount programs (The Loop by Perk Spot)
What You Will Do
As an HVAC Service Quality Coordinator, you will support the centralized BSNA Parts Ordering function by serving as the single intake point for direct parts sales and OEM parts research requests. This is a customer-facing role focused on delivering high-quality service, accurate parts coordination, and seamless system execution to support service operations and customer satisfaction.
You will be responsible for opening and managing Material-Only Service Requests (SRs) in NxGen, processing customer payments in a PCI-compliant manner, and ensuring timely, accurate handling of parts orders. Success in this role requires strong customer service skills, attention to detail, and the ability to work effectively across multiple systems in a fast-paced environment.
How You Will Do It
Parts Intake & Customer Support
- Serve as the single intake point for direct parts sales requests
- Provide professional, timely, and customer-focused communication to internal and external customers
- Gather and validate required unit information, including model and serial numbers, to support parts research and ordering
Parts Order Processing
- Open, update, and manage Material-Only Service Requests (SRs) in NxGen with a high degree of accuracy
- Ensure proper documentation, pricing, and approvals are completed in alignment with Service Quality standards
Payment & System Management
- Process customer payments in full compliance with PCI requirements
- Maintain accurate and complete system records to support billing, invoicing, and reporting needs
Operational Excellence
- Manage assigned work-in-progress (WIP) to ensure timely resolution of requests
- Escalate complex research issues or challenges to the Program Manager as appropriate
- Adhere to established SOPs, quality standards, and compliance requirements
What We Look For
Required
- High school diploma or equivalent (associate or bachelor’s degree preferred)
- Minimum of 2 years of experience in customer service, service coordination, or operations support
- Working knowledge of NxGen, Salesforce, and Solution Navigator, or the ability to learn quickly
- Strong customer service skills with the ability to communicate clearly and professionally
- High attention to detail with strong organizational and documentation skills
- Ability to manage multiple requests in a fast-paced, high-volume environment
Preferred
- Experience in HVAC service operations or parts ordering
- Experience with payment processing and billing systems
- Prior experience supporting centralized or shared services operations
HIRING SALARY RANGE: $76,000 - $99,500 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. 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 About us - Johnson Controls Careers
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Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visitEEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.
