Fire Area Service Support Coord

About us

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.

What you will do:

This position will be responsible for the scheduling and optimization of service work. The scheduler will have the responsibility of ensuring all customer commitments are met regarding service delivery. Will also handle some billing and on hold resolution.

How you will do it:

• Utilize the automated scheduler functionality in Oracle (ACE) and assign the service call to the optimal technician based on skills territories customer preferred technician (if applicable) availability of the technician service contract response time criticality of the call and proximity to the customer.

• Communicate and resolve issues with customers and personnel regarding the scheduling of service repair work. Alert management of potential problems resulting from customer or field complaints and work to resolve.

• 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.

• Demonstrate the ability to prioritize scheduling backorders in addition to tracking and resolving customer issues. Reassign work as needed to manage customers expectations making judgements based on current workloads and priorities.

• Monitor Technician activity and schedules ensuring that customer commitments are met clearly communicate status changes back to the customer regarding early or late anticipated arrivals.

• All other duties as assigned.

This role is HYBRID

What we look for:

Required

• 3-5 years of strong customer service background

• Excellent communication skills.

• Prominent level of organization and ability to multi task a fast-paced work environment.

• Prior work experience as a Fleet scheduler or Service coordinator very helpful.

• Strong MS Office skills specifically with Excel

Preferred

• Associates or Bachelors preferred

• Experience working in a SimplexGrinnell District

• Use of ACE/Oracle systems preferred

• Product knowledge of life safety (fire alarm & sprinkler) equipment preferred

• Prior work experience with scheduling billing and on-hold resolution very helpful.

HIRING HOURLY RANGE: $23.07-$34.66 (Hourly rate to be determined by the education experience knowledge skills and abilities of the applicant internal equity and alignment with market data.) 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 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 visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process please visit here.