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About the Role

Johnson Controls is seeking a professional to receive and schedule customer calls for service, manage the schedules of assigned technicians, and ensure timely completion of preventative maintenance while aligning with monthly forecasting goals.

Responsibilities

• Receives and schedules customer calls for service.
• Manages schedule of assigned technicians and mechanics.
• Ensures schedule allows for timely completion of preventative maintenance and aligns with monthly forecasting goals.
• Debriefs activities of assigned technicians/mechanics daily, coordinating with technicians/mechanics to resolve concerns quickly.
• 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 technician to the appropriate customer and service need.
• 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.
• Answer any customer inquiries and resolve or escalate customer issues, as appropriate.
• Ensures Technicians are provided with daily schedules.
• Maintains consistent communication with assigned Technicians.
• Follows up on activities to ensure completion in an established timeframe.
• Ensure 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
• Auto SR quotes
• Reconcile exceptions (SIR and AP)
• Attend weekly planning/scheduling meeting
• Service + rewards
• Assist with monitoring of time and expense reporting submission
• Review and correct unassociated time for timesheets for technicians
• Other duties and administrative activities as assigned.

Requirements

• High school diploma or equivalent required.
• Two to five years of service industry experience managing service operations and/or service scheduling.
• Must demonstrate the ability to perform work independently.
• Must demonstrate solid organizational and attention to detail skills.
• Must have strong interpersonal skills to effectively communicate with both internal and external clients.
• Must have the ability to simultaneously handle a large and diverse number of projects, tasks and issues with tact, cooperation, and persistence.
• Able to prioritize work activities based upon financial impact to desired business goals.
• Able to influence diverse teams to accomplish tasks/goals.

Skills

• Customer service
• Scheduling
• Interpersonal communication
• Organization
• Attention to detail
• Problem-solving
• Time management
• Project management

Location

• Remote

Work Type

• Full-time

Experience Level

• Two to five years of experience

Education Level

• High school diploma or equivalent
• Associate's degree preferred

Salary/Compensations

• $31.25-41 (Hourly rate)

Benefits

• Competitive pay
• Paid vacation, holidays, and sick time
• Comprehensive benefits package, including pension, 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

About the Company

• Johnson Controls is 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.
• Johnson Controls’ Canadian subsidiaries are committed to providing reasonable accommodation to applicants, candidates and employees with disabilities, in accordance with applicable human rights legislation, and in Ontario, in accordance with the Accessibility for Ontarians with Disabilities Act (“AODA”).
• Johnson Controls: Enhancing the Intelligence of Buildings
• Through a full range of systems and digital solutions, we make your buildings smarter.
• A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable.
• Most important, smarter buildings let you focus more intensely on your unique mission.
• Better for your people. Better for your bottom line. Better for the planet.
• At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since.
• Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.

Equal Opportunity

• When requested, accommodation will be provided throughout all stages of the recruitment and selection process.
• Any information you provide related to accommodation measures will be treated as confidential.
• A copy of Johnson Controls’ applicable AODA policies are available on our website at www.johnsoncontrols.com for your reference, and can be made available in accessible formats upon request.