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About the Role
Johnson Controls, a global leader in thermal management and building systems, helps customers optimize energy use, reduce emissions, and operate with precision in critical industries like data centers and healthcare. This role involves managing the schedule of service technicians, ensuring timely completion of tasks, and coordinating with customers and internal teams to resolve service needs efficiently.
Responsibilities
- Receives and schedules customer calls for service.
- Manages the 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 to resolve concerns quickly.
- Assesses job completion and collaborates with Customer Billing Coordinators and Customer Support Coordinators.
- Receives customer requests for unscheduled or scheduled service.
- Coordinates labor scheduling to align technicians with appropriate customers and service needs.
- Communicates the action plan and services to be provided directly to the customer.
- Ensures work has been performed to customer expectations and performs follow-up as needed.
- Answers customer inquiries and resolves or escalates customer issues.
- Ensures technicians are provided daily schedules.
- Maintains consistent communication with assigned technicians.
- Follows up on activities to ensure completion within the established timeframe.
- Ensures all customer account information required for call management and scheduling is up to date in NxGen.
- Manages scheduled service visits to ensure they are on time.
- Provides support for parts ordering and PO creation.
- Supports start-up activities.
- Confirms customer POs.
- Manages work in progress (WIP).
- Generates auto SR quotes.
- Reconciles exceptions (SIR and AP).
- Attends weekly planning/scheduling meetings.
- Supports Service + rewards program.
- Assists with monitoring time and expense reporting submission.
- Reviews and corrects unassociated time for technician timesheets.
- Performs other assigned duties and administrative activities.
Requirements
- High school diploma or equivalent required.
- Two to five years of service industry experience managing service operations and/or service scheduling.
- Demonstrates the ability to perform work independently.
- Demonstrates solid organizational and attention to detail skills.
- Strong interpersonal skills to effectively communicate with both internal and external clients.
- 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.
- Prior Dispatch experience.
Skills
- Service industry experience
- Service operations management
- Service scheduling
- Organizational skills
- Attention to detail
- Interpersonal skills
- Communication skills
- Project management
- Prioritization
- Influencing skills
- Dispatch experience
- Basic project accounting
- Basic project costing
Location
- Remote
Work Type
- Full-time
Experience Level
- Two to five years of experience
Education Level
- High school diploma or equivalent
- Associates degree preferred
Salary/Compensations
- $25.00-37.00 per hour
Benefits
- Competitive benefits package
About the Company
- Johnson Controls is a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization.
- The company helps customers use energy more productively, reduce carbon emissions, and operate with precision and resilience in rapidly expanding industries.
- For more than 140 years, Johnson Controls has delivered performance backed by advanced technology, lifecycle services, and an industry-leading field organization.
Equal Opportunity
- Johnson Controls International plc. is an equal employment opportunity and affirmative action employer.
- 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.